Is there any Veteran in the Billings, MT area looking for employment?

Job Posting Title
Branch Services Team Lead -Billings, MT
Work Location(s)
US-MT, BILLINGS

Position Description
Under the general direction of ABM or Market Manager, helps lead the daily operations of the branch to ensure that tactical
plans are implemented to maximize sales and provide the highest levels of customer service. Assists in driving company
initiatives and results with the branch teams. Creates and promotes an environment where team members are empowered,
engaged and committed to the success of the company. Acts as business leader with members of branch leadership team.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
Job leads a team, has no authority to hire and performance manage the team.
Job leads/supervises/manages 2-10 team members
Executes the Grainger Service Promise and demonstrates, by action, the company Values.
Provides guidance and direction regarding the day to day activities of a team of hourly team members
Clarifies direction for team members by effectively communicating initiatives, priorities and company strategy
Assists in driving the achievement of key operational metrics in the areas of customer satisfaction, sales, safety,
development, and operational improvements
Models superior selling skills and empowers team to aggressively pursue and drive sales results through daily branch
activities.
Provides frequent, direct, timely and candid feedback to reinforce or enhance skills or to update team members on their
progress toward meeting goals.
Monitor counter transactions as part of Service Observe/ Back to Basics /Quality Assurance/ and provide appropriate
guidance to team members.
Facilitates team member on-boarding and on-going training
Shares feedback with managers for further coaching and may recommend corrective action/counseling for team member(s)
Facilitates team interaction and communication
Plans and implements work schedules to ensure adequate productivity and staffing levels.
Delegates and assigns duties based on workload variance.
Clarifies procedures and general questions for team members
Continually assesses processes for improvement opportunities using Continuous Improvement methodology. Suggests and
implements changes to enhance defined processes and improve sales and service. Implements and helps team sustain
standard and stable work using the GEMBA and Vote process.
Utilizes sound judgment and best practices to resolve complex customer concerns.
Fosters open communication between local sellers, branch team and regional contact center.
Ensures team compliance with all regulatory issues and company policies including HAZMAT AND BBX
Maintains open communication with ABM and / or MM to address any issues requiring additional management intervention.
Escalates issues when appropriate
Works with key “process owners” in the branch to develop strategic improvement plans.
Supports company initiatives and projects. May be a “process owner” for a district level initiative
Serves as the “go-to person” in the absence of the MM/ABM and is an authorized key holder who opens and closes the
branch.
Possess a thorough understanding of KeepStock solutions and be able to articulate that to customers.
May take and respond to emergency customer calls after hours.
Other duties as assigned


WORK ENVIRONMENT:
Ability to lift 25 to 60 lbs. and/or occasionally work in difficult positions
Work conditions are typical of Branch or Dist Ctr Office.
Position reports to a ABM or a Market Manager.
Able to work in a fast paced changing environment
Significant daily interaction with team members, managers, customers, and local sellers
Supervises a branch team of hourly team members
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 include reaching, grasping, climbing, standing and bending.
Regular use of computer, keyboard and mouse
Must be able to regularly lift up to 50 pounds unassisted and heavier loads with assistance
Able to work extended hours including weekends as required
Able and willing to be available for after-hours emergency calls on rotational basis


IMPACT:
This position has direct impact on customer retention and financial results of the branch through the execution of superior
customer service and operational excellence and the continuous improvement of branch processes and productivity.
Directly influences the work environment through positive team member relations and the creation of a focused, empowered,
high performance team
Responsible for the integrity of day to day business practices
Coordinates communication of business issues between the branch, regional contact center and sales teams


WORKING RELATIONSHIPS:
This team member will partner with customers, vendors and contractors. Internally this team member will partner with other
areas of the business in finding solutions for customers.
Position Requirements
High school diploma or equivalent; Bachelor’s degree preferred.
Must be at least 18 years old
Minimum 3 years customer service and sales experience.
2-3 years of supervisory experience in a customer service environment preferred.
Passion for customer service, sales and people development with an ability to energize others
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 employees
Ability to plan, organize and delegate work.
Ability to train people on processes, procedures, compliance and product knowledge
Demonstrated competence in the use of computers and software applications including SAP
Able to operate powered industrial equipment as needed.
Must pass a pre-employment drug screen

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