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About the Role
The Operations Manager is responsible for all activities pertaining to operating the branch, with a comprehensive understanding of all products and services. They will supervise, coach, and mentor staff to ensure organizational performance, including adherence to safety standards. The role requires the ability to work in a fast-paced environment and maintain constant communication with sales, operations, customer service, and customers to ensure commitments are met.
Responsibilities
- Manage product and pricing knowledge for all rental and service items.
- Collaborate with all Product Line Managers and Subject Matter Experts.
- Oversee all aspects of operational knowledge and procedures, including order fulfillment, equipment cleanliness, shop and yard procedures, personnel management, and truck maintenance.
- Ensure complete understanding of the entire customer service process, including order entry, complaint resolution, inventory availability, and accounts receivable.
- Collaborate with sales and customer service teams.
- Identify corrective actions or improvement opportunities.
- Manage all KPIs to ensure operational efficiency and profitability.
- Train, coach, and mentor all branch staff to perform to company standards.
- Coordinate routes and deliveries/pickups with Route Optimization Managers for operational efficiency.
- Report on operational activities, including route optimization, labor & overtime, fuel utilization, and quality of customer care.
- Assist with planning and executing special events.
- Review all paperwork generated and system utilization by drivers for completion and accuracy.
- Review and approve e-time punches before payroll submission.
- Review and approve time off request forms and schedule time off based on operational capacity.
- Manage fleet DOT administration, including logbooks & record maintenance.
- Administer the company’s safety program for all functions and coordinate safety training.
- Complete special projects as assigned by management.
Requirements
- Bachelor’s degree or 2+ years of equivalent experience as a Branch Manager.
- Superior coaching, mentoring, and training capabilities.
- Exceptional written and verbal communication skills.
- Ability to brainstorm and execute creative ideas.
- Exceptional relationship-building skills at all levels.
- Ability to work on multiple projects and constantly re-evaluate priorities or deadlines.
- Enthusiastic, deadline-driven, team player who thrives in a fast-paced environment.
- Driver’s license with a safe driving record.
Skills
- Product and Pricing Knowledge
- Operational Knowledge and Procedures
- Order Fulfillment
- Equipment Cleanliness
- Shop and Yard Procedures
- Personnel Management
- Truck Maintenance
- Customer Service Process
- Order Entry
- Complaint Resolution
- Inventory Availability
- Accounts Receivable
- KPI Management
- Route Optimization
- DOT Administration
- Safety Program Administration
- Microsoft Office
- Oracle
- Concur
- ServiceCore
- Field FX
- RentalMan
- Salesforce
Experience Level
- 2+ years of equivalent experience as a Branch Manager
Education Level
- Bachelor’s degree