General Manager

Description

Reports To: Senior Director of Operations

Location: Greenville

FLSA Status: Exempt

Employment Type: Full-Time

Position Summary

The General Manager is responsible for the overall leadership, performance, and profitability of Greenville (BR1) and its operational excellence as a transfer hub supporting the ProSource Supply network. This role provides strategic and operational leadership across warehouse operations inclusive of transfer hub responsibilities, inventory management, counter excellence, sales, customer service, financial performance, safety, and employee development.

The General Manager is accountable for achieving operational KPIs, revenue, and profit objectives while delivering an exceptional customer experience and fostering a high-performance culture. This leader serves as the face of ProSource Supply within the local market and builds strong relationships with customers, vendors, employees, and community partners.

While the Greenville Branch houses showroom and inside sales functions, each of those areas has dedicated leadership. The General Manager is expected to lead through those department managers, ensuring alignment, accountability, communication, and execution across the full branch operation.

A primary focus of this role is strengthening Branch 1’s operating rhythm and transfer hub performance. The General Manager will build disciplined processes, improve cross-functional coordination, and create a branch culture centered on accuracy, urgency, accountability, and customer promise-keeping.

Key Responsibilities

Business Leadership

• Lead Branch 1’s operating performance with accountability for safety, service execution, inventory integrity, transfer hub performance, employee leadership, and branch profitability.
• Develop and execute annual branch operating plans aligned with company goals.
• Establish a consistent operating cadence to monitor KPIs, resolve issues, and drive accountability.
• Identify operational constraints and process improvement opportunities that impact customer service, profitability, and network support.
• Drive continuous improvement throughout the branch.

Operations Management

• Own the daily operating rhythm for warehouse, transfer hub, inventory, delivery coordination, and branch support functions.
• Ensure disciplined execution of receiving, putaway, picking, staging, transfer processing, cycle counting, returns, and order fulfillment.
• Improve inventory accuracy through strong process adherence, location discipline, cycle count execution, and root-cause problem solving.
• Reduce operational friction by addressing aged transfers, no-location inventory, negative on-hand balances, fulfillment errors, and process bottlenecks.
• Partner with department leaders to ensure counter, showroom, inside sales, warehouse, and delivery teams operate with clear handoffs and shared accountability.
• Foster a culture of continuous improvement.  

Sales Partnership & Customer Growth

• Partner with outside sales, counter, showroom, and inside sales leaders to support revenue growth, customer retention, and service execution. 
• Ensure branch operations support the customer promise through accurate fulfillment, timely transfers, inventory reliability, and responsive issue resolution.
• Ensure the Counter is staffed, developed, and managed to deliver an exceptional customer experience through experienced, customer-focused team members, efficient operations, and strategic merchandising that drives sales and service excellence.
• Collaborate with commercial leadership to remove operational barriers that impact sales performance or customer experience.
• Maintain strong relationships with key local customers as needed, particularly where operational execution, service quality, or branch support are critical to the relationship.
• Support branch-level sales initiatives without displacing the accountability of dedicated sales, counter, showroom, or inside sales leadership.

Financial Management

• Manage branch budget, staffing levels, labor productivity, overtime, and operating expenses.
• Monitor branch profitability, gross margin, inventory turns, working capital, inventory adjustments, and operating income and take or recommend appropriate actions as indicated.
• Use financial and operational reporting to identify trends, correct performance gaps, and improve branch profitability.
• Protect company assets through process discipline, inventory control, policy adherence, and strong supervisory accountability. 

Leadership & Talent Development

• Lead through department managers and supervisors by setting expectations, inspecting performance, and coaching for accountability.
• Recruit, hire, develop, and retain top talent. 
• Build a culture centered around operational excellence, accountability, teamwork, integrity, and customer service. 
• Conduct performance evaluations and career development planning. 
• Coach supervisors and department managers. 
• Lead employee engagement initiatives. 

Customer Experience

• Ensure every customer interaction reflects ProSource Supply's commitment to service. 
• Resolve escalated customer concerns promptly. 
• Lead through department managers and supervisors by setting expectations, inspecting performance, and coaching for accountability. 

Safety & Compliance

• Maintain a safe working environment. 
• Ensure compliance with OSHA regulations and company safety programs. 
• Maintain compliance with all applicable federal, state, and local regulations. 

Key Performance Indicators (KPIs)

Operational Excellence

• Timely and Accurate Transfers.
• Calling Queue Management.
• Fill Rate. 
• On-Time Delivery.

Inventory Discipline

• Inventory Accuracy.
• Inventory Lifecycle Compliance. 
• Inventory Turns.

Safety & People

• Safety Performance
• Staffing levels / labor productivity 
• Employee Engagement. 
• Employee Retention. 

Financial & Customer

• Revenue Growth. 
• Product Margin Achievement. 
• Branch Operating Income.
• Accounts Receivable Performance.
• Customer Satisfaction. 

Requirements

Qualifications

Required

• Bachelor’s degree in Business, Management, Operations, or related field (or equivalent experience) 
• 7–10 years of progressive leadership experience 
• Minimum 5 years managing multi-functional business operations 
•  Demonstrated experience improving operational KPIs, process discipline, safety, inventory accuracy, and team accountability
• Experience in wholesale distribution, industrial supply, plumbing, HVAC, electrical, or construction industries 
• Strong financial acumen with P&L responsibility 
• Experience leading sales and operations teams 
• Ability to lead through department managers and supervisors in a matrixed or multi-function branch environment.

Preferred

• MBA or advanced business degree. 
• Lean, Six Sigma, or Continuous Improvement experience. 
• Experience with ERP systems and CRM platforms, Eclipse and White Cup preferred  
• Knowledge of inventory optimization and supply chain management. 

Core Competencies

• Continuous Improvement & Operational Excellence.
• Change Management.
• Talent Development.
• Exceptional Customer Service.
• Strategic Leadership. 
• Financial Acumen. 
• Sales Leadership. 
• Decision Making. 
• Communication. 
• Conflict Resolution 
• Problem Solving. 
• Accountability. 

Preferred Leadership Traits

• Commitment to operational excellence.
• Results-oriented.
• Servant leadership philosophy.
• Entrepreneurial mindset. 
• High emotional intelligence. 
• Adaptable and resilient. 
• Collaborative decision-maker. 
• Passion for coaching and developing people. 

Success Measures

Within the first 12 months, the General Manager will be expected to:

• Establish Branch 1 as a reliable, high-confidence transfer hub for the branch network.
• Improve timely and accurate transfers, reduce aged/open transfers, and strengthen transfer communication with receiving branches.
• Improve inventory accuracy, inventory lifecycle compliance, and location discipline.
• Reduce operational breakdowns related to no-location inventory, negative on-hand balances, delayed credits, return goods, and fulfillment errors.
• Build a consistent daily/weekly operating cadence with clear KPI ownership and follow-up.
• Strengthen accountability and leadership effectiveness across warehouse, counter, showroom, inside sales, and branch support leaders.
• Achieve or exceed branch profitability, operating income, and controllable expense goals.
• Support revenue growth and customer retention by improving service reliability and removing operational friction.
• Improve employee engagement, retention, safety performance, and bench strength.
• Execute company initiatives while maintaining strong branch operating discipline.