What are the responsibilities and job description for the Regional Operations Manager position at mSupply?
About mSupply TM
mSupply is North America’s leading distributor of OEM repair parts and equipment, serving professionals in the appliance, HVAC, plumbing, commercial kitchen and pool/spa industries. Headquartered in St. Louis, MO, mSupply is a multi-billion-dollar enterprise offering an extensive product range, industry expertise and seamless service. With more than 2,000 associates across the U.S. and Canada, mSupply’s family of brands delivers with speed, reliability and precision through its branches, distribution centers and extensive fleet of delivery vehicles. Shipped orders reach 93% of U.S. customers via next-day ground delivery and 100% within two days. For more information, visit mSupply.com.
About Munch’s Supply
Munch’s Supply was founded in 1956 by Willard Munch, who wanted to develop a local source of electrical supplies for area contractors. Today, the company focuses exclusively on supplying heating, cooling and plumbing industry contractors with quality products, serving professionals in Illinois, Indiana and Michigan. For more than 65 years, Munch’s Supply has operated with a commitment to service as a leading distributor for trusted brands such as American Standard, Trane, Mitsubishi and Rheem. For more information, visit munchsupply.com.
The Regional Operations Manager (ROM) is responsible for providing operational leadership to assigned branch locations in achieving and sustaining excellent operational, safety, and customer satisfaction standards. This role directs and provides guidance to branch management through daily contact and regular interactions, such as branch visits, meetings, audits, and calls. This individual identifies operational gaps, as well as process and operational improvements. Additionally, the ROM is responsible for the operational development of Branch Managers. This position is responsible for controlling branch costs, branch sales and service, branch safety, training, and inventory control.
Supervisory Responsibilities:
Hires and trains local Branch Managers
Oversees assigned branch locations.
Conducts performance evaluations that are timely and constructive, providing recommendations for promotion and salary adjustment as appropriate.
Essential Job Duties
Customer Interaction
Provides excellent customer service through timely customer interaction, problem resolution or escalation with effective and efficient follow-up.
Establishes and maintains professional business dealings with customers and vendors at all times.
Supports valued business relationships in all dealings with related departments aiming to resolve customer and other issues in a timely manner. Approaches peers and customers with a spirit of positive problem resolution.
Management
Leads by example in all staff and customer dealings in person, on the phone, and in written communication.
Oversees and performs annual performance reviews for branch managers.
Conducts regular staff touch bases to provide individual feedback, assignment status, goal review, and coaching. Uses company tools such as the GROW model or EPNs as needed to address sub-standard work performance.
Recognizes staff for superior customer service, goal accomplishment, or other satisfactory work performance.
Supports and adheres to company policies and procedures, most especially those commonly challenged in the workplace such as dress code, attendance, professionalism, and productivity. Seeks supervisor and HR partnerships in addressing issues as needed. Approaches all employment matters with a solution oriented, professional, and legally compliant mindset.
Operations
Partners with assigned manager to establish and adhere to operational and branch performance goals and metrics.
Recommends and executes operational improvements and leads operational initiatives that lower costs and or improve customer service.
Enforces safety policies and procedures at branch locations and develops programs to safeguard employees.
Responsible for P&L review and operating expense review.
Accomplishes regional operations monitoring, appraising, reviewing job contributions, planning, reviewing compensation actions, enforcing policies, and developing procedures.
Provides continual evaluation and implementation of process improvements.
Collaborates with other managers on executing branch policies, procedures and training.
Oversees all branch layouts and logistics.
Maintains and administers the fleet management program ensuring the operations safety aspect of the trucks.
Recommends moving and facility improvements.
Coordinates key personnel and technical/operational processes to ensure internal and external customer satisfaction.
Demonstrates high energy, mobility, initiative, and drive to enhance operations and achieve financial success.
Travels to branch locations as needed.
Personnel Management and Development
Responsible for branch application and best practices associated with branch staff management in accordance with company policy and guidelines.
As needed, conducts thorough employee investigations that include interviews, reports, videos, and all other legal methods to assess and resolve employee matters.
Seeks consultation on serious employee relations and termination issues to minimize risk to the company.
Plans and develops staff placement based on the needs of the company and employee talent. Works to seek and develop staff to foresee impending turnover, growth, or other movement of key staff members.
Maintains an open-door policy and productive approach to all employee communication.
As needed, participates in unemployment claim hearings to present the facts of any employee matters.
Coaches, trains, and develops branch management in matters related to employee communication, investigations, and team development.
Other
Safety Sensitive Position: the ability to perform job functions in a constant state of alertness and in a safe manner.
Travel as required.
Maintains proficiency with company computer systems in aspects related to job, such as data entry, messaging, call logs, data notations, queue updates, batching, or other job & office functions and requirements
Other duties as assigned. As with any evolving organization, the job description is not designed to cover or contain a comprehensive listing of work activities, duties, or responsibilities. Additional or other duties, responsibilities, assignments, and activities may change or be assigned at any time with or without notice.
Preferred Job Requirements
10 or more years’ experience with business, warehousing, supply chain, logistics and related functions. HVAC experience a plus.
5 or more years’ experience in a multi-unit leadership role with demonstrated metric successes.
Minimum Job Requirements
Bachelor’s degree in Business, Supply Chain, or related field or the equivalent in related work experience.
5 or more years’ experience with business, warehousing, supply chain, logistics and related functions.
3 or more years’ experience in a multi-unit leadership role with demonstrated metric successes.
Demonstrated knowledge of MS Office suite applications (Word, Excel, PowerPoint, Outlook)
Aptitude for mathematical operations and numerical analysis.
Office / Administrative
7-10 hours worked per day; up to 40-43 hours worked per week
Bending 1-3 hours per day
Lifting / carrying up to 10 pounds 0-1 hours per day
Reviewing documents 1-5 hours per day
Sitting 3-8 hours per day
Standing 3-6 hours per day
Using close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Using fingers, hands, and arms to perform office / computer work 6-8 hours per day
Using hearing to talk, listen, and use phones 1-6 hours per day
Using office equipment - computers, phones, scanners, fax machines - 6-8 hours per day
Walking 3-6 hours per day
mSupply is North America’s leading distributor of OEM repair parts and equipment, serving professionals in the appliance, HVAC, plumbing, commercial kitchen and pool/spa industries. Headquartered in St. Louis, MO, mSupply is a multi-billion-dollar enterprise offering an extensive product range, industry expertise and seamless service. With more than 2,000 associates across the U.S. and Canada, mSupply’s family of brands delivers with speed, reliability and precision through its branches, distribution centers and extensive fleet of delivery vehicles. Shipped orders reach 93% of U.S. customers via next-day ground delivery and 100% within two days. For more information, visit mSupply.com.
About Munch’s Supply
Munch’s Supply was founded in 1956 by Willard Munch, who wanted to develop a local source of electrical supplies for area contractors. Today, the company focuses exclusively on supplying heating, cooling and plumbing industry contractors with quality products, serving professionals in Illinois, Indiana and Michigan. For more than 65 years, Munch’s Supply has operated with a commitment to service as a leading distributor for trusted brands such as American Standard, Trane, Mitsubishi and Rheem. For more information, visit munchsupply.com.
The Regional Operations Manager (ROM) is responsible for providing operational leadership to assigned branch locations in achieving and sustaining excellent operational, safety, and customer satisfaction standards. This role directs and provides guidance to branch management through daily contact and regular interactions, such as branch visits, meetings, audits, and calls. This individual identifies operational gaps, as well as process and operational improvements. Additionally, the ROM is responsible for the operational development of Branch Managers. This position is responsible for controlling branch costs, branch sales and service, branch safety, training, and inventory control.
Supervisory Responsibilities:
Hires and trains local Branch Managers
Oversees assigned branch locations.
Conducts performance evaluations that are timely and constructive, providing recommendations for promotion and salary adjustment as appropriate.
Essential Job Duties
Customer Interaction
Provides excellent customer service through timely customer interaction, problem resolution or escalation with effective and efficient follow-up.
Establishes and maintains professional business dealings with customers and vendors at all times.
Supports valued business relationships in all dealings with related departments aiming to resolve customer and other issues in a timely manner. Approaches peers and customers with a spirit of positive problem resolution.
Management
Leads by example in all staff and customer dealings in person, on the phone, and in written communication.
Oversees and performs annual performance reviews for branch managers.
Conducts regular staff touch bases to provide individual feedback, assignment status, goal review, and coaching. Uses company tools such as the GROW model or EPNs as needed to address sub-standard work performance.
Recognizes staff for superior customer service, goal accomplishment, or other satisfactory work performance.
Supports and adheres to company policies and procedures, most especially those commonly challenged in the workplace such as dress code, attendance, professionalism, and productivity. Seeks supervisor and HR partnerships in addressing issues as needed. Approaches all employment matters with a solution oriented, professional, and legally compliant mindset.
Operations
Partners with assigned manager to establish and adhere to operational and branch performance goals and metrics.
Recommends and executes operational improvements and leads operational initiatives that lower costs and or improve customer service.
Enforces safety policies and procedures at branch locations and develops programs to safeguard employees.
Responsible for P&L review and operating expense review.
Accomplishes regional operations monitoring, appraising, reviewing job contributions, planning, reviewing compensation actions, enforcing policies, and developing procedures.
Provides continual evaluation and implementation of process improvements.
Collaborates with other managers on executing branch policies, procedures and training.
Oversees all branch layouts and logistics.
Maintains and administers the fleet management program ensuring the operations safety aspect of the trucks.
Recommends moving and facility improvements.
Coordinates key personnel and technical/operational processes to ensure internal and external customer satisfaction.
Demonstrates high energy, mobility, initiative, and drive to enhance operations and achieve financial success.
Travels to branch locations as needed.
Personnel Management and Development
Responsible for branch application and best practices associated with branch staff management in accordance with company policy and guidelines.
As needed, conducts thorough employee investigations that include interviews, reports, videos, and all other legal methods to assess and resolve employee matters.
Seeks consultation on serious employee relations and termination issues to minimize risk to the company.
Plans and develops staff placement based on the needs of the company and employee talent. Works to seek and develop staff to foresee impending turnover, growth, or other movement of key staff members.
Maintains an open-door policy and productive approach to all employee communication.
As needed, participates in unemployment claim hearings to present the facts of any employee matters.
Coaches, trains, and develops branch management in matters related to employee communication, investigations, and team development.
Other
Safety Sensitive Position: the ability to perform job functions in a constant state of alertness and in a safe manner.
Travel as required.
Maintains proficiency with company computer systems in aspects related to job, such as data entry, messaging, call logs, data notations, queue updates, batching, or other job & office functions and requirements
Other duties as assigned. As with any evolving organization, the job description is not designed to cover or contain a comprehensive listing of work activities, duties, or responsibilities. Additional or other duties, responsibilities, assignments, and activities may change or be assigned at any time with or without notice.
Preferred Job Requirements
10 or more years’ experience with business, warehousing, supply chain, logistics and related functions. HVAC experience a plus.
5 or more years’ experience in a multi-unit leadership role with demonstrated metric successes.
Minimum Job Requirements
Bachelor’s degree in Business, Supply Chain, or related field or the equivalent in related work experience.
5 or more years’ experience with business, warehousing, supply chain, logistics and related functions.
3 or more years’ experience in a multi-unit leadership role with demonstrated metric successes.
Demonstrated knowledge of MS Office suite applications (Word, Excel, PowerPoint, Outlook)
Aptitude for mathematical operations and numerical analysis.
Office / Administrative
7-10 hours worked per day; up to 40-43 hours worked per week
Bending 1-3 hours per day
Lifting / carrying up to 10 pounds 0-1 hours per day
Reviewing documents 1-5 hours per day
Sitting 3-8 hours per day
Standing 3-6 hours per day
Using close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Using fingers, hands, and arms to perform office / computer work 6-8 hours per day
Using hearing to talk, listen, and use phones 1-6 hours per day
Using office equipment - computers, phones, scanners, fax machines - 6-8 hours per day
Walking 3-6 hours per day
