What are the responsibilities and job description for the Customer Service Manager position at Shepherd Electric Supply?
Why This Role Matters
The Counter Manager at the Frederick Branch is the connective tissue between what Shepherd promises and what customers experience every single day. This is not a behind-the-desk role. You are on the floor, alongside your team, making sure the counter runs with precision, urgency, and the kind of service that earns repeat business.
Frederick is a fast-moving branch serving contractors, facility managers, and project teams who can’t afford mistakes and don’t have time to wait. The person in this role sets the standard for how that customer walks out the door — with the right product, a solid answer, and confidence that Shepherd is their first call next time.
You are also building a team. That means coaching counter reps, holding the bar on accuracy and responsiveness, and creating an environment where people take ownership instead of waiting to be directed. The counter’s performance is your reputation — and every transaction is a chance to earn it or lose it.
How This Role Connects To Our Compass
We Keep Our Promises:
When you commit to a customer — on availability, pricing, or turnaround — it happens. Your team doesn’t guess; they confirm. Dropped handoffs and missed follow-throughs are not acceptable on your counter. You own the standard, and you enforce it.
We Stay Hungry
You are always looking for a smarter way to run the counter. Whether that’s improving how quotes flow, reducing wait time, or helping your team get sharper on product knowledge — you bring curiosity to the work every day and expect the same from your people.
We Grow Together
You collaborate with your branch teammates, support purchasing when stock questions arise, and communicate clearly with inside sales and warehouse when customer needs across lines. You build a team that covers for each other – not one that competes.
We Own It
When something goes wrong at the counter — a quote error, a missed order, a customer complaint — you own it. You don’t look for someone to blame; you fix the problem and close the loop with the customer. Accountability lives here.
We Go Above & Beyond
Your counter is remembered not for the transactions it completes, but for how it made customers feel. You anticipate needs before they’re asked, catch errors before they leave the building, and make sure every interaction reflects the best version of Shepherd.
Key Outcomes
Organized by what matters, not just what you do.
Counter Leadership & Daily Operations
After 90 days, you and your Branch Manager should both be able to point to these markers:
This role is a strong fit if:
Compensation Details: The expected base salary for this position is starting at $65,000 annually depending on experience. This position is also commission eligible - based on specific and relevant business metrics.
Why should you join Shepherd Electrical Supply?
At Shepherd Electric Supply, excellence in service, pricing, and products has been our mission since 1892. As the oldest wholesale electrical distributor in the Baltimore/Washington area, we take pride in our exceptional customer service and extensive inventory.
We have a rich history of partnering with industry leaders like Siemens and Eaton, and our commitment to quality and innovation has made us a trusted name in the industry. Join our team and be a part of our legacy!
Apply now and find out what’s next for you.
Equal Opportunity Employer/Vet/Disabled
Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!
The Counter Manager at the Frederick Branch is the connective tissue between what Shepherd promises and what customers experience every single day. This is not a behind-the-desk role. You are on the floor, alongside your team, making sure the counter runs with precision, urgency, and the kind of service that earns repeat business.
Frederick is a fast-moving branch serving contractors, facility managers, and project teams who can’t afford mistakes and don’t have time to wait. The person in this role sets the standard for how that customer walks out the door — with the right product, a solid answer, and confidence that Shepherd is their first call next time.
You are also building a team. That means coaching counter reps, holding the bar on accuracy and responsiveness, and creating an environment where people take ownership instead of waiting to be directed. The counter’s performance is your reputation — and every transaction is a chance to earn it or lose it.
How This Role Connects To Our Compass
We Keep Our Promises:
When you commit to a customer — on availability, pricing, or turnaround — it happens. Your team doesn’t guess; they confirm. Dropped handoffs and missed follow-throughs are not acceptable on your counter. You own the standard, and you enforce it.
We Stay Hungry
You are always looking for a smarter way to run the counter. Whether that’s improving how quotes flow, reducing wait time, or helping your team get sharper on product knowledge — you bring curiosity to the work every day and expect the same from your people.
We Grow Together
You collaborate with your branch teammates, support purchasing when stock questions arise, and communicate clearly with inside sales and warehouse when customer needs across lines. You build a team that covers for each other – not one that competes.
We Own It
When something goes wrong at the counter — a quote error, a missed order, a customer complaint — you own it. You don’t look for someone to blame; you fix the problem and close the loop with the customer. Accountability lives here.
We Go Above & Beyond
Your counter is remembered not for the transactions it completes, but for how it made customers feel. You anticipate needs before they’re asked, catch errors before they leave the building, and make sure every interaction reflects the best version of Shepherd.
Key Outcomes
Organized by what matters, not just what you do.
Counter Leadership & Daily Operations
- Own the daily rhythm of the Frederick counter — opening readiness, staffing coverage, pace, and customer flow throughout the day
- Set and hold accuracy and responsiveness standards across the counter team on every shift
- Resolve real-time escalations — complex customer requests, order errors, or product issues — quickly and with ownership
- Coordinate with warehouse, purchasing, and inside sales when customer needs require cross-functional response
- Ensure the counter environment is organized, fully stocked, and professional at all times
- Recruit, onboard, and develop counter sales representatives against Shepherd’s Compass values, not just technical skill
- Coach your team through direct, consistent feedback — not documentation for its own sake, but conversations that build capability
- Identify and close product knowledge gaps proactively; don’t wait for a customer complaint to signal the training need
- Build a team that holds itself to a standard when you’re not standing next to them
- Escalate performance or conduct concerns to Branch Management promptly and without delay
- Ensure every customer — walk-in or call-in — is greeted with urgency, served with accuracy, and leaves with confidence in Shepherd
- Monitor quote accuracy and follow-through so that nothing falls through between inquiry and close
- Build and maintain relationships with key customers, contractors, and facility managers who depend on the Frederick counter
- Identify upsell and cross-sell opportunities that serve the customer’s real need — not just the transaction in front of you
- Represent Shepherd’s brand in every interaction — appearance, language, and conduct included
- Maintain working awareness of stock levels for high-velocity counter items; flag shortfalls before they become customer problems
- Ensure counter transactions are processed accurately in Eclipse — right product, right quantity, right account
- Surface recurring product gaps, pricing discrepancies, or system errors to Branch Management as signals, not one-off complaints
- Participate in cycle counts and inventory accuracy efforts as needed
- Review counter KPIs regularly — transaction volume, quote accuracy, customer returns, response time — and use the data to coach and improve
- Use error tracking tools (UET) to identify patterns and address root causes, not just close tickets
- Bring ideas and observations from the counter floor into branch conversations about how Shepherd can serve Frederick customers better
After 90 days, you and your Branch Manager should both be able to point to these markers:
- Customers are greeted with urgency and leave with the right product, accurate information, and a positive experience every time
- Quote and order accuracy is high — rework, returns, and counter errors are rare and declining
- Your counter team operates with ownership — they know the standard and hold it without being managed by the hour
- You know the Frederick customer base — by name, by need, and by relationship
- The Branch Manager trusts that the counter runs correctly and professionally when they’re not watching
- At least one meaningful improvement to counter operations, team capability, or customer experience has been identified and put in motion
This role is a strong fit if:
- You lead from the floor, not from behind a desk — your presence raises the standard, and your team feels it
- You take ownership of outcomes, not just activities — when something goes wrong, you fix it and close the loop
- You develop people by building their capability, not by covering their gaps
- You know how to balance urgency with accuracy — fast doesn’t mean sloppy on your watch
- You communicate directly — with customers, with your team, and with branch leadership
- You are curious about the electrical industry and keep learning, because your customers expect you to know more than they do
- You care whether the customer walks out satisfied — not just whether the transaction was completed
- You build teams that hold themselves to a standard, because that’s the only kind of team that scales
- High school diploma or equivalent required; associate’s or bachelor’s degree preferred
- 3–5 years of experience in electrical distribution, wholesale, or a related industry; counter experience strongly preferred
- 1–3 years of team leadership or supervisory experience, with demonstrated ability to coach and develop people
- Strong working knowledge of electrical products across multiple product lines
- Proficiency with Eclipse or comparable distribution ERP system preferred
- Demonstrated ability to build and maintain customer relationships in a high-volume counter environment
- Strong attention to detail and commitment to accuracy — you catch errors before they leave the building
- Bilingual (Spanish) proficiency is a plus
- Physical ability to stand, walk, bend, lift items up to 50 lbs., and operate in an active counter environment
- Dependable attendance and a team-first mindset
- Ability to successfully complete pre-employment screening requirements
Compensation Details: The expected base salary for this position is starting at $65,000 annually depending on experience. This position is also commission eligible - based on specific and relevant business metrics.
Why should you join Shepherd Electrical Supply?
At Shepherd Electric Supply, excellence in service, pricing, and products has been our mission since 1892. As the oldest wholesale electrical distributor in the Baltimore/Washington area, we take pride in our exceptional customer service and extensive inventory.
We have a rich history of partnering with industry leaders like Siemens and Eaton, and our commitment to quality and innovation has made us a trusted name in the industry. Join our team and be a part of our legacy!
Apply now and find out what’s next for you.
Equal Opportunity Employer/Vet/Disabled
Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!