Description

The Resource Center Manager is responsible for working with the Area Manager to maximize the sales and operational success within their assigned location, including but not limited to meeting/exceeding sales and operational goals and objectives, building and maintaining strong customer relationships, proactively managing inventory and leading, training and developing the Resource Center team in a manner consistent with Tropic Supply’s core values.

Under the guidance and direction of the Area Manager and Director of Resource Center Operations, a summary of responsibilities is outlined below:

COMMUNICATION:

• Exemplifying and championing the company’s core values.
• Clearly communicating company standards and expectations to team members - holding team members accountable.
• Sharing Resource Center’s challenges and successes with the Area manager.
• Offering effective solutions to address areas of opportunity and ensuring timely resolution thereof.
• Fostering an environment of trust and two-way communication with customers and team members.

GENERAL OPERATIONS:

• Identify challenges and opportunities within the location and ensure timely resolution thereof.
• Ensuring Resource Center Showroom and Warehouse operates efficiently, effectively, and consistently with Tropic Supply’s operational standards.
• Ensuring Resource Center Showroom and Warehouse are maintained under company standards.
• Ensuring accurate equipment/parts are billed and delivered to customers.
• Demonstrate accountability for loss prevention in all areas of risk management, physical security, and cash controls.
• In partnership with Area Manager, monitoring reports & identifying both expected and unexpected missed opportunities, offering recommendation(s) for future solutions.
• Ensure the successful execution of all marketing and training plans/initiatives as directed by the Home Office marketing department and Area Manager.
• Manage customer warranty claims and credit returns promptly and by company policy.
• Effectively manage labor and overtime costs.
• Ensuring the RC Team is proactively identifying individual customer needs and offering appropriate products, programs, and solutions in a consultative manner.

INVENTORY:

• Ensuring Resource Center is adhering to company standards concerning inventory management; ensuring cycle counts are being conducted per company policy.
• Proactively and effectively manages product availability, appropriate product mix, etc., via consistent contact with Purchasing Team.
• Ensuring inventory/orders are pulled efficiently and effectively utilizing appropriate tools and equipment.
• Ensuring the maintenance and presentation of all inventory and displays comply with company standards and expectations.

CUSTOMER SERVICE:

• Developing and maintaining solid relationships with external customers.
• Providing a high level of customer service to both internal and external customers.
• Ensuring Resource Center (RC) team is effectively & efficiently assisting customers via the telephone & in person as needed & in accordance with customer service standards.
• Ensuring the RC team is delivering timely and accurate information to customers.
• Ensuring customers are assisted in loading products/materials into their vehicles when necessary.
• Ensuring RC team members are providing the highest level of customer service and taking ownership of any and all customer service issues/opportunities as needed.

RESOURCE CENTER TEAM:

• Leading team by example and has an active role with all team members.
• Appropriately partnering and taking timely action on team member performance issues.
• Assisting in selecting, onboarding, training, and developing team members.
• Managing all team members objectively and consistently.

SAFETY:

• Ensuring all warehouse equipment (including a forklift, hand truck, and pallet jack) is operated safely and in compliance with company policy.
• Ensuring Resource Center and Warehouse complies with all OSHA, DOT, and/or other regulatory agency standards, including but not limited to drivers, warehouse team, and warehouse operations.
• Notify Area Manager of any and all safety concerns, incidents, and/or accidents in a timely manner.

Qualifications

CORE VALUES:

All Resource Center Managers and Tropic Supply Team Members are expected and required to demonstrate behavior and actions consistent with the Company's core values at all times, including but not limited to:

• Consistently providing resourceful and reliable solutions.
• Managing relationships, not transactions.
• Is accountable for their actions.
• Maintaining a positive attitude.
• Operating at all times with integrity.
• Treating people (internal and external customers) with respect and humility.

Requirements:

• Minimum of 5-7 years of Management experience in comparable/equivalent position and industry.
• Ability to develop and maintain relationships with customers and provide a high level of customer service.
• Must be proficient in the use of computers and have the ability to learn our parts management software.
• Must possess good communication skills and knowledge to professionally interact with a wide variety of customers both over the telephone and in person.
• Must possess a good work ethic and work well with other team members.
• Must lift and handle items weighing up to 75 pounds regularly.
• Assist in Warehouse pulling inventory for customers.
• Must be able to operate all tools and equipment safely, including but not limited to pallet jack, forklift, basaloid, and hand truck, reporting safety issues immediately.
• Must possess the analytical and cognitive abilities to accurately enter data into the Company operating system, perform product and equipment research, enter sales orders into the system, and follow up on customer orders.
• Must be able to attend to details and handle multiple tasks simultaneously accurately.
• Must possess above-average communication skills, both verbal and written.
• Must be able to work with minimum supervision under stressful conditions.

Physical Environment / Working Conditions:

The physical demands and work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.Physical: While performing the duties of this job, the employee is required to stand, walk and sit on a tile/concrete floor and/or stool for most of the workday (approximately 45 hours per week). The employee is regularly required to stand, reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; operate a forklift, pallet jack, or hand truck; and regularly lift to 75 pounds. 

• Special vision requirements are near vision, distance vision, and peripheral vision.
• Work is performed with telephone equipment, computers, fax, printer, and scanners.
• The warehouse is not conditioned and can be warm or cool depending on the season.

Tropic Supply, Inc. is an equal opportunity employer, drug-free workplace that pays 100% of employees' health and life insurance. We also offer our employees short-term/long-term disability policies, dental/vision plans, a matching 401(k) plan, and other benefits.