The General Manager (GM) responsible for managing the sales and order fulfillment processes at assigned branch location.  This includes overall strategic planning and execution of sales and order fulfillment functions to assure the company’s continued growth and profitability with specific emphasis on sales growth, process improvement, customer satisfaction, and cost of quality and people development.  Responsible for P & L, balance sheet, and cash flow.  Responsible to lead members of management in developing strategies for the identification, development and implementation of programs, policies and procedures that support total customer satisfaction, company profitability and market share growth.

 

Responsibilities/Accountabilities include the following but are not limited to:

Responsible for the successful execution of Pella Corporation’s three imperatives; Market share, Growth, Profitability, and Customer Satisfaction. 

Responsible for the hiring, training, professional development, motivation, results and leadership of key managers which may include Sales Manager(s), Operations Manager, Finance Manager, Installation Manager, and Service Manager ensuring the fulfillment of branch objectives. Provides training, coaching and/or workload adjustments as necessary.

Sets and monitors sales, growth and profitability goals for each segment.  Directs management team to set and monitor goals for individuals and departments.

Conducts (interprets) market research in order to gain understanding of customer trends and competitor offering.  Directs marketing to successfully implement marketing plans based on market knowledge and sales goals.  Recommends creative selling techniques and order fulfillment processes based on market and product knowledge.

Develops and maintains an adequate understanding of Pella products, systems and sales processes in order to direct others, identify and maximize opportunities to meet customer needs and grow the business through daily dispositions with direct reports and/or customers.

Responsible for planning and managing segment budgets (expense and capital). Responsible for reviewing monthly performance with management team, identifying successes and opportunities, and gathering and submitting accurate forecast information.

Ensures efficiency and accuracy of revenue and cost measurement and analysis, strategic cost and revenue planning, pricing strategies and overall profitability of the branch.

Advises managers on escalated customer disputes or employee issues.

Champions continuous improvement efforts.

Responsible for the overall training programs of each segment.

Coordinates communication and integration between the management team, functional areas, customers, other Sales Subsidiaries and Pella Corporation.

Acts as a point of contact for and cooperating with financial requests from Pella Corporation.

Responsible for the identification, development and implementation of programs, policies and procedures that supports total customer satisfaction, both internally and externally

Implement and enforces Company and Department policies when applicable.

Confers with other Managers to coordinate activities of individual departments.

Attend appropriate professional seminars and workshops and review reading materials and professional journals to keep current with changing business trends

Fosters integration and integrity throughout the entire organization.

Work with other members of management to instill and promote the Pella Way in all facets of the business.

Skills/Knowledge:

Must be able to attract, coach, and develop talent

Must have outstanding problem-solving skills and the ability to demonstrate a high level of responsiveness towards urgent customer issues

Must exhibit superior communication skills and the ability to maintain professionalism in times of great adversity and pressure

Works collaboratively and creates a sense of trust and reliability with internal team and customers

Demonstrates a strong work ethic and flexibility towards the needs of the business

Leverage the expertise of other internal team members as appropriate

Ability to think strategically and champion change and innovation within the organization

Proficiency with Microsoft Office, smart devices, and the ability to learn proprietary software programs and applications

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience

Bachelor’s degree from four-year college or university; or seven to ten years related experience and/or training, or equivalent combination of education and experience.

 

Language and Communication Skills

Excellent verbal and written English language skills are required as well as good public relations, public speaking, instructional/teaching, and customer service skills.  Ability to read, interpret, understand and explain documents such as company policies and benefits.  Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents, customers, and the general public.  Must be able to listen, assess and diagnose hidden meanings, and empathize. Must be able to resolve conflict in the best interests of the business and our customers.  Must display excellent phone and email etiquette, and the ability to communicate in a professional manner.  Must be able to make eye contact and present appropriate persona for the situation when interacting with fellow employees or waiting on a customer/visitor in person on a regular and consistent basis. 

 

Professional Skills

Must be a team player and exhibit a strong desire to learn and promote self-growth.  Must be pro-active, have a good attitude, be self-disciplined, and self-motivated. Must be a "take-charge" person with a demonstrated ability to follow projects through to completion. Attention to administrative detail is required.  Must be articulate, able to give clear instructions, demonstrate organizational skills, and meet reasonable deadlines. Must be able to maintain strict confidence with regards to sensitive and protected personnel/confidential information.  Must be able to gain trust, respect, and confidence of employees and managers. Must be able to hold firm when necessary, provide constructive feedback, and compromise when called for.  Must present in a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customer and visitors.

 

Mathematical and Reasoning Skills

Must have ability to understand and communicate basic math associated with operational costs and/or revenue. Must have the ability to interpret financial reports and commonly used company performance reporting methods.

 

Must have ability to solve practical problems without close supervision. Must be able to determine appropriate resolution in dealing with employee concerns and questions and set appropriate boundaries.  Must possess good thought processes, problem-solving skills, and investigative theory. Must be able to use sound judgment and make objective decisions in the company's best interest at all times. Must be able to demonstrate ability to synthesize people and events, problem solve, and engage individuals in effective conversation.

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel, especially with use of the phone and computer.  The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings.  The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl.  The employee may occasionally lift and or move up to 25 lbs.  Specific vision abilities required by this job include close vision, and ability to adjust focus to read written company forms, correspondence, policies, brochures, state/local/federal employment law manuals, and other documents and reading materials as well as the computer.

 

Must be available to work outside a "normal" work week (overtime) as necessary, including evenings and weekends.

 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals to perform the essential functions.

 

Primary work location will be the designated at the time of hire.  The employee will be required to enter the company's warehouse located at same address or other locations on a regular basis.  There may be occasions whereby work locations will include Trade shows or other showroom locations.  There may also be occasions when the employee will be expected/able to perform duties at home such as reading professional and/or research materials, making and accepting phone calls, composition of forms, correspondence, reports, etc. on the computer.  The noise level in the work environment is usually low to moderate in Administrative office and moderate in the warehouse.