Counter Manager

Counter Manager

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.

Key Outcomes Organized by what matters, not just what you do.

• 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

What Success Looks Like

• 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…