Counter Manager

About Shepherd Electric Supply

Since 1892, Shepherd Electric Supply has been the first call when complex, time-critical electrical challenges need to be solved, and reliability truly matters. We move materials accurately and on time, so contractors stay on schedule, projects stay on track, and customers never haveto wonder if we will come through.

Our success comes from people who take pride in doing things the right way — safely, accurately, and with care for teammates and customers alike. If you want to do work that matters at a company that notices, this is the place.

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.

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.

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.

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.

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.

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.

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…