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 have to wonder if we will come through.

The Counter Manager at the Frederick Branch is the connective tissue between what Shepherd promises and what customers experience each day. You are on the floor with your team, ensuring the counter runs with precision, urgency, and service that earns repeat business. You build a team, coach reps, hold the bar on accuracy, and create an environment where people take ownership.

• We Keep Our Promises – Commit to availability, pricing, and turnaround; your team confirms, not guesses.
• We Stay Hungry – Continuously look for smarter ways to run the counter: improve quotes flow, reduce wait time, sharpen product knowledge.
• We Grow Together – Support purchasing, communicate with inside sales and warehouse, build a collaborative team that covers for each other.
• We Own It – Own counter problems, fix them and close the loop with the customer without blaming.
• We Go Above & Beyond – Make customers feel valued by anticipating needs, catching errors early, and reflecting the best version of Shepherd.

• 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 based on Shepherd’s Compass values.
• Coach your team with direct, consistent feedback that builds capability.
• Identify and close product knowledge gaps proactively.
• 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.

• Ensure every customer – walk‑in or call‑in – is greeted with urgency, served with accuracy, and leaves confident 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.
• Represent Shepherd’s brand in every interaction – appearance, language, and conduct.

• Maintain 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.
• 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 to identify patterns and address root causes.
• Bring ideas and observations from the counter floor into branch conversations about improving customer service.

• Customers are greeted with urgency and leave with accurate information and a positive experience every time.
• Quote and order accuracy is high, with rework, returns, and counter errors rare and declining.
• The counter team operates with ownership, holding the standard without being managed by the hour.
• You know the Frederick customer base deeply – by name, need, and relationship.
• The Branch…