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Job Snapshot

Employee Type - Full-Time EmployeeEducation - High SchoolExperience - Not SpecifiedIndustries - Retail


Under the general direction of the Branch Manager, this position has direct impact on customer retention and financial results of the branch. Responsible for the execution of superior customer service, operational excellence and the continuous improvement of branch processes and productivity. The role directly influences the work environment through positive team member relations and promotes an environment where

team members are empowered, engaged and committed to the success of the company.

Duties & Responsibilities:

Supports branch leadership in a facility with 2-10 hourly team members

Business Leadership

  • Supports branch leadership in a facility with 2-10 team members.
  • Provides exceptional customer service, leads by example and demonstrates a high level of integrity at all times.
  • Supports Branch Manager with planning and implementing work schedules to ensure adequate productivity and a balance of responsibilities, operational/administrative functions and staffing levels.
  • Maintains open communication with their leader to address any issues requiring additional management intervention. Escalates issues when appropriate.
  • Supports the ISSR team with the preparation of customer quotes, contracts, and RMA's.
  • On an as needed basis, provides information to their leader and assists in sharing key information and communication through Daily Service Meetings.
  • Supports company initiatives and projects. May be a "process owner" for a district level initiative.
  • Other branch support related duties including but not limited supporting the warehouse functions as required.
  • Serves as the "go-to person" in the absence of the Branch Manager Manager and is an authorized key holder who opens and closes the branch.
  • Working with their leader to ensure team compliance with all regulatory issues and company policies, including but not limited to Occupational Health & Safety Act, WHMIS, Transportation of Dangerous Goods Act, and all related governing legislation.
  • May take and respond to emergency customer calls after hours and able to work extended hours including weekends as required.

Operational Excellence

  • Provides a differentiated customer experience in order to solve problems and ensure customer retention and satisfaction.
  • Assists in driving the achievement Key Performance Indicators driving service excellence
  • Sell a diversified line of products over-the-counter promoting Private Brands, Technical Services and ecommerce channels whenever possible and be able to provide an understanding of the AGI Value Proposition to customers.
  • Utilizes sound judgment and best practices to resolve complex customer concerns.
  • Suggests and implements changes to enhance defined processes and improve sales and service using Continuous Improvement principles
  • Maintain a well-rounded knowledge of products sold including the completion of the required training programs.
  • Adhere to continuous improvement principles and take an active role in the branch's cleanliness and maintenance.
  • Other duties as assigned

Talent Management

  • Assists with team member on-boarding and on-going training.
  • Clarifies direction for team members by effectively communicating initiatives, priorities and company strategy.
  • Provides peer-to-peer coaching to support the continued development of skills and confidence of team members to effectively perform branch operations.
  • Shares feedback with managers for further coaching of team members' development.
  • Motivate team to reach company goals and objectives.

Preferred Education & Experience:

  • High school diploma and post-secondary education preferred
  • Minimum 2 years customer service and sales experience in a related field preferred. Previous leadership experience would be a definite asset.
  • A self-starter, taking action to achieve goals beyond what is required.
  • Passion for customer service, sales and people development with an ability to energize others and work within high performing teams.
  • Good interpersonal, communication and relationship building skills with internal team members and external customers.
  • Ability to adapt to shifting demands and competing priorities.
  • Strong problem solving, organizational and decision-making skills with the ability to drive results.
  • Ability to understand and articulate the vision of the branch to all team members.
  • Ability to plan, organize and delegate work.
  • Ability to provide effective direction to team members and to train them on processes, procedures, compliance and product knowledge.
  • Proficient computer skills and aptitude in the use of computers and software applications including SAP.
  • Able to operate powered industrial equipment as needed.
  • Understanding of local customer and market dynamics and requirements would be an asset.
  • Possession of a valid driver's license and a reliable vehicle (if driving required).

Work Environment:

  • Position reports to a Branch Manager.
  • Able to work in a fast paced changing environment.
  • Significant daily interaction with team members, managers, customers, and local sellers.
  • Work is performed in an office, showroom or warehouse environment with a moderate noise level and frequent distractions.
  • Some time may be spent at customer locations in a local area.
  • Majority of time is spent standing and walking.
  • Physical requirements may include reaching, grasping, climbing, standing and bending. Must be able to regularly lift up to 50 pounds, unassisted and heavier loads with assistance.
  • Regular use of computer, keyboard and mouse.

Acklands-Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members. As part of Acklands Grainger Inc. hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

In accordance with Performance Excellence guidelines, team members are encouraged to apply for positions closely matching their experience/background and that are aligned with their Individual Development Plan. Acklands-Grainger Inc is committed to the principles and practices of employment equity. We invite all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples to apply for our career opportunities. Accommodations are available on request for all persons with disabilities taking part in the selection process.

Company Description

  • Contact : Acklands - Grainger Inc
  • Phone : 000-000-0000
  • Ref ID : 7081/4001
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