Counter Manager

Key Outcomes

• 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.
  
  Maintain an organized, fully stocked, and professional counter environment at all times.
• Team Development & Coaching:
  Recruit, onboard, and develop counter sales representatives against Shepherd’s Compass values. Coach the team through direct, consistent feedback that builds capability. Identify and close product knowledge gaps proactively. Build a team that holds itself to a standard even when you’re not present. Escalate performance or conduct concerns to Branch Management promptly.
• Customer Experience & Sales Excellence:
  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 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.
  
  Represent Shepherd’s brand in every interaction – appearance, language, and conduct included.
• Inventory Awareness & Counter Accuracy:
  Maintain working awareness of stock levels for high‑velocity counter items; flag shortfalls before customer problems arise. 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.

• 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.
• The counter team operates with ownership – they know the standard and hold it without being managed by the hour.
• Key customer relationships by name, need, and relationship are understood.
• 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.

• Leads from the floor, not behind a desk – presence raises the standard.
• Takes ownership of outcomes, not just activities – fixes problems and closes the loop.
• Develops people by building their capability, not covering their gaps.
• Balances urgency with accuracy – fast does not mean sloppy.
• Communicates directly with customers, team, and branch leadership.
• Is curious about the electrical industry and keeps learning.
• Carefully considers whether the customer walks out satisfied, not just whether the transaction was completed.
• Builds teams that hold themselves to a standard.

• 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 a 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 – catch errors before they leave the building.
• Bilingual (Spanish) proficiency is a plus.
• Physical ability to stand, walk, bend, lift items up to 50lbs., and operate in an active counter environment.
• Dependable attendance and a team‑first mindset.
• Ability to successfully complete pre‑employment screening requirements.

Monday – Friday, 6:30am – 3:30pm, in office.

Base salary starting at $65,000 annually, depending on experience. Position is also commission eligible based on specific and relevant business metrics.

Veterans / Disabled. We are an Equal Opportunity Employer.