Position Title:
Branch Supervisor & Customer Relationship Officer
Department:
Sales & Marketing
Reports To:
Commercial Director
Job Summary:
We are seeking a proactive and customer-focused Branch Supervisor & Customer Relationship Officer to oversee the day-to-day operations of our retail branch, drive business growth, and deliver outstanding service. This role requires a results-driven individual who can ensure operational efficiency, lead a small team, and uphold the highest levels of customer satisfaction.
You will be responsible for acquiring new business, meeting monthly performance targets (as assigned at the beginning of each month), and ensuring that all branch operations run smoothly and efficiently. You will also manage the branch team, ensure punctuality and attendance, and report any staffing issues promptly. Additional personnel may be added to your branch based on directives from the Commercial Director.
Key Responsibilities:
Sales & Customer Relationship:
- Actively seek and acquire new business opportunities to grow the customer base.
- Meet or exceed monthly performance targets as assigned.
- Maintain strong relationships with existing customers and ensure 100% satisfaction in all interactions.
- Understand customer needs and recommend suitable RamcoGas products and services.
- Respond to and resolve customer complaints in a timely, professional manner.
Branch Operations:
- Ensure efficient day-to-day branch operations, including product restocking, dispatching orders, and managing customer orders.
- Ensure all customer orders are dispatched and delivered within 1 hour of being placed.
- Maintain a clean, organized and well-presented sales floor.
- Monitor and report stock levels daily; reconcile against sales and deliveries.
- Process payments accurately using the Point of Sale (POS) system.
- Conduct daily start-of-day and end-of-day reporting, including cash reconciliation and sales reports.
Team Supervision & Compliance:
- Manage branch staff (currently includes one assigned driver).
- Ensure team members report to work on time and adhere to company protocols.
- Promptly report absenteeism or any disciplinary issues to management.
- Support recruitment or onboarding of new staff if directed by the Commercial Director.
Administrative & Reporting:
- Receive and reconcile all funds and deliveries from sales and delivery personnel.
- Accurately record all financial transactions and ensure timely banking of cash.
- Maintain daily logs and reports for inventory, customer orders, and branch performance.
Requirements:
- Diploma or higher qualification.
- Proven experience in retail sales or customer relationship roles.
- Ability to supervise staff and manage day-to-day operations independently.
- Strong organizational and communication skills.
- Proficiency in POS systems and Microsoft Office (Excel, Word, PowerPoint).
- Ability to work under pressure and meet performance targets.
- High attention to detail and problem-solving skills.
- Customer-first mindset with a passion for service excellence.
Key Competencies:
- Planning and strategizing
- Sales drive and adaptability
- Verbal and written communication
- Team supervision and accountability
- Customer-centric problem-solving
- Negotiation and relationship-building
- Stress tolerance and resilience
- Sound computer literacy