Supervisor Branch Operations

Responsibilities

• Customer Service Leadership & Communication
• Lead, coach, develop, and support Customer Service Representatives.
• Establish and maintain customer communication standards to ensure consistent messaging and service delivery.
• Ensure appropriate service coverage and adherence to company policies, procedures, and documentation standards.
• Serve as the primary escalation point for customer service concerns and operational issues.
• Support resolution of customer concerns while balancing customer expectations with operational realities.
• Operational Planning & Control
• Own weekly shipping and fulfillment planning activities.
• Validate customer wanted-on dates against established lead times and warehouse capacity.
• Prioritize orders based on approved planning criteria and operational requirements.
• Approve or deny requests that impact order sequencing, capacity, or fulfillment plans within established authority levels.
• Coordinate with Warehouse leadership to ensure alignment between customer commitments and operational execution.
• Escalate sustained capacity constraints, service risks, or operational conflicts to Regional Sales Operations leadership as required.
• Support freight optimization initiatives, including zone-based shipping strategies where appropriate.
• Decision Ownership & Escalation Management
• Approve or deny operational exceptions within defined authority limits.
• Ensure all exceptions are properly documented, time-bound, and escalated when required.
• Serve as the escalation point for customer urgency requests, service disruptions, and operational conflicts.
• Maintain compliance with established authority and escalation frameworks.
• Escalate high-risk, precedent-setting, or non-standard requests to appropriate leadership.
• Purchase Order Approval & Purchasing Oversight
• Approve purchase orders exceeding Customer Service Representative authority levels.
• Ensure customer approvals, signed confirmations, and deposits are obtained before purchase order issuance where required.
• Ensure local purchasing activities comply with approved supplier lists, pricing structures, authorization limits, and company policies.
• Maintain documentation and audit compliance for all purchasing activities.
• Prevent unauthorized purchase commitments or issuance of purchase orders without proper approvals.
• Inventory Administration & Operational Controls
• Oversee branch inventory administration in partnership with Warehouse leadership.
• Support inventory accuracy and compliance with company procedures.
• Monitor inventory-related exceptions and coordinate corrective actions when required.
• Ensure inventory transactions are accurately documented and reconciled.
• Shipment Confirmation, Invoicing & Documentation
• Own shipment confirmation and invoicing processes within the ERP system.
• Ensure shipment confirmations, invoicing, and Advance Shipping Notice (ASN) creation are completed promptly following physical shipment.
• Validate shipment quantities, dates, and documented exceptions before invoice release.
• Maintain accurate records supporting customer orders and fulfillment activities.
• Cash Handling & Financial Administration
• Maintain oversight of daily cash handling activities and bank deposits.
• Ensure deposits are completed accurately, documented appropriately, and submitted in accordance with company policy.
• Verify deposits related to customer orders prior to order release or purchase order issuance where applicable.
• Support branch compliance with financial control procedures.
• CRM Documentation & Compliance
• Ensure CRM remains the system of record for customer communication, approvals, exceptions, and operational decisions.
• Maintain accurate and timely documentation of customer interactions and branch decisions.
• Ensure all customer-facing decisions, approvals, and exceptions are recorded within the same business day.
• Document exception rationale, customer acknowledgments, actions taken, and outcomes.
• Monit

Additional Information

Position Summary The Supervisor, Branch Operations is accountable for the disciplined execution of customer service, branch administration, and operational processes at the branch level. This role serves as the operational control point for branch activities, ensuring consistent application of national standards, effective coordination between Customer Service, Sales, and Warehouse teams, and delivery of a high-quality customer experience. The Supervisor, Branch Operations is responsible for operational planning, customer communication standards, inventory administration oversight, purchase order approvals, invoicing controls, cash handling oversight, CRM documentation, and issue resolution. The role provides leadership to Customer Service Representatives while ensuring customer commitments align with operational capacity and approved business processes. This position does not own sales revenue or pricing strategy but plays a critical role in protecting service levels, operational efficiency, margin, compliance, and customer satisfaction.

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