BRANCH ASSISTANT JOB DESCRIPTION TEMPLATE

Stock arrives, customers need it fast, and the trade counter is where both demands converge. A Branch Assistant in wholesale distribution handles the physical movement of goods - receiving, picking, loading, and delivering - while also serving as the primary face-to-face contact for trade account customers. The role sits within a branch team reporting to a Branch Manager and covers the full operational span from warehouse floor to counter sales. Accuracy in order fulfilment and confidence in customer-facing interactions are equally non-negotiable here.

As the Branch Assistant, you keep daily branch operations moving by managing trade counter sales, processing customer orders from enquiry through to dispatch, and supporting delivery and stock control activities across a wholesale distribution branch. You work within a small branch team under the direction of the Branch Manager, with regular contact spanning trade customers, suppliers, and internal colleagues across logistics and sales functions.

Career Impact: Hands-on experience across trade counter sales, warehouse operations, and local delivery builds a practical skill base that progression into Branch Supervisor or Assistant Manager roles in wholesale distribution directly draws on.

Business Impact: Trade customers depend on accurate, same-day order fulfilment, and the Branch Assistant is the person who either delivers that or lets it slip, making this role a direct driver of customer retention at the branch level.

Growth Opportunity: Exposure to stock management, outbound sales calls, and branch reporting gives candidates a foundation to move into roles with broader commercial accountability, including sales representative or branch management pathways.

• Serve trade counter customers in person and by phone, processing enquiries, quotes, and orders accurately to meet daily fulfilment targets.
• Pick, pack, load, and dispatch customer orders from the warehouse, maintaining accuracy against order documentation throughout.
• Deliver customer orders in a company vehicle across the local area, adhering to vehicle check and road safety requirements.
• Receive and check incoming goods against purchase orders, identifying discrepancies and escalating as required.
• Maintain warehouse records, reconciliation processes, and stock rotation to support accurate inventory levels at all times.
• Conduct cycle counts and participate in scheduled stock takes to validate branch inventory against system records.
• Support the Branch Manager with sales strategy execution, housekeeping standards, and cover duties in the manager's absence.
• Carry out outbound call activity to existing and prospective trade accounts, supporting branch revenue targets.

• High school diploma or equivalent, or equivalent work experience in a trade or wholesale environment.
• Two or more years of customer-facing experience in a trade counter, wholesale, or retail branch setting.
• Demonstrated ability to pick, pack, and dispatch orders accurately under time pressure in a warehouse environment.
• Strong numeracy and attention to detail, with the ability to maintain accurate records for deliveries, stock, and cash reconciliation.
• Full, clean driving license required for local delivery duties in a company vehicle.
• Physically fit with the ability to lift and carry goods as required by warehouse and delivery operations.
• Clear verbal and written communication skills for customer interaction at the counter and by phone.

• FLT license or forklift operating certification, relevant to multi-product warehouse environments.
• Prior knowledge of the construction, electrical, or building merchant product categories served by the branch.
• Experience using inventory or branch management software for order processing and stock control.
• Bilingual or multilingual capability, advantageous for branches serving diverse trade customer bases.

• Order pick accuracy rate, measuring how consistently dispatched orders match customer purchase documentation.
• On-time local delivery rate, tracking the proportion of customer orders delivered within the committed timeframe.
• Stock count variance, reflecting the gap between physical inventory and branch system records after each cycle count.
• Counter response time, measuring average wait from customer arrival to order creation at the trade counter.
• Outbound call volume per week, tracking activity against branch prospecting and retention targets.
• Typical tools: Branch management and order processing software (commonly SAP or M3); productivity software (commonly Microsoft Office or Google Workspace).

• Base Salary Range: $36,000 to $48,000 per year, depending on location and experience.
• Bonus: Performance-based branch bonus, typically 3 to 6 percent of base salary annually.
• Equity: Not typically offered at this level in wholesale distribution.
• Health Benefits: Medical, dental, and vision coverage standard for full-time branch staff.
• PTO: 10 to 15 days per year, plus public holidays, typical for this level.
• Common Perks: Company vehicle use for deliveries, product knowledge training, and progression support toward supervisory roles.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background checks, including driving record verification, are a condition of employment given the delivery responsibilities of this role. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, and local law. Reasonable accommodations are available to individuals with disabilities throughout the hiring process and during employment. Candidates must be authorized to work in the United States prior to commencing employment.

The Branch Assistant delivers frontline customer service in a financial services branch, acting as the primary contact for account transactions, complaint resolution, and regulatory compliance. Working within a Relationship Centre team, the role shapes service quality by maintaining accurate records and supporting members through account management and online service adoption.

Key Responsibilities

• Act as the first point of contact and deliver an exceptional front of house experience.
• Action customer queries and requests.
• Build relationships and find solutions.
• Process transactions including opening of new accounts, ensuring all due diligence is followed in line with regulatory requirements.
• Identify service improvements continuously from own experience and member feedback.
• Serve as a Subject Matter Expert in tasks aligned to each Centre of Excellence and support colleagues with knowledge.
• Handle cash accurately and adhere to Relationship Centre security measures.
• Promote use of online services to members actively.
• Log customer complaints in line with regulatory guidance, take personal ownership, forward to relevant departments, and relay outcomes to customers.
• Maintain accounts including transfers, cheque requests, Faster Payments, closing accounts, and processing of Bond maturities.
• Handle power of attorney and deceased customer cases.
• Ensure operating procedure manuals are reviewed, updated, and kept fit for purpose.

Required Qualifications

• Professional and ethical approach with strong interpersonal skills and a positive outlook.
• Ability to work with minimum supervision, meet deadlines, and take responsibility and accountability.
• Experience working in a customer service environment.
• Previous experience working with Microsoft Office.
• Experience working within a financial services organisation.
• Accuracy and attention to detail with excellent numeric abilities.
• Customer service orientation with strong problem-solving skills and honesty and integrity.

Embedded within a branch trade counter team, the Branch Assistant serves customers in person and by phone while supporting day-to-day operations including stock rotation, order picking, and local deliveries. Working closely with branch colleagues, the role contributes to smooth branch performance through accurate order fulfilment and proactive housekeeping.

Core Functions

• Serve on the trade counter and answer incoming enquiries.
• Process quotes and assist with general branch duties.
• Maintain the branch including stock rotation and general housekeeping.
• Check incoming goods and pick orders accurately for delivery.
• Carry out deliveries in the local area.

Qualifications and Experience

• Excellent customer service and communication skills.
• Flexible approach to duties with an enthusiastic attitude.
• Able to be a real team player with a positive attitude.
• Ambitious outlook with willingness to learn.
• Good listening, verbal, and written communication skills.

Reporting to branch management, the Branch Assistant serves as the customer-facing representative responsible for trade counter sales, stock display management, and multi-channel branch operations including telesales and van deliveries. Partnering with customers, colleagues, and suppliers, the role enables long-term customer loyalty and consistent branch performance.

Primary Duties

• Deliver excellent customer service to all customers.
• Build and maintain successful partnerships with customers, colleagues, and suppliers, focusing on long-term customer loyalty.
• Carry out various tasks to support effective branch operations including stores, telesales, and trade counter sales.
• Act as a relief driver for van deliveries as necessary.
• Manage stock display in the trade counter to expose customers to a wide range of stock, impulse products, and new ranges.
• Maintain a clean, tidy, and well-presented environment to positively influence sales counter performance.
• Use IT systems such as M3 or Microsoft Office where appropriate.

Skills and Qualifications

• Experience working in a customer-facing role with a proactive approach to building customer relationships.
• Confident working in a fast-paced role with a consistent eye for detail and flexibility under pressure.
• Embracing of change and new technologies.
• Experience within a multi-product warehouse environment ideally.
• Electrical product knowledge is advantageous.
• FLT License is advantageous.

Sitting at the intersection of customer service and financial operations, the Branch Assistant supports the Branch Manager in overseeing daily branch operations, processing loan applications, and managing collections while maintaining staffing and expense standards. Operating across customer-facing and administrative functions, the role directly enables branch profitability and customer retention through accurate loan processing and proactive account management.

Duties

• Process credit loan applications with attention to detail and analyse credit and financial information.
• Present loan solutions based on customer needs using company product lines.
• Contact customers with past-due accounts to evaluate situations and negotiate solutions.
• Ensure established policies and procedures are followed for collection actions and maintain accurate account records.
• Recommend accounts to the Branch Manager for special handling or intensified collection actions.
• Service branch accounts including processing payments, debits, and updating account payment history.
• Maintain a cash drawer, process customer payments, and deliver deposits to a financial institution daily.
• Assist management in proactive review of daily staffing levels to ensure quality customer service within expense standards.
• Drive an inside sales call program to increase customer base, retention, and maintenance of existing customers.
• Assist the Branch Manager with administrative projects, reports, and communication with District Manager in the Manager's absence.

Education and Experience

• High school diploma or equivalent, Bachelor's degree preferred.
• Minimum two years of experience in a customer service position with time management and strong attention to detail.
• Proven sales experience in a role with sales goals.
• Valid driver's license and reliable transportation required.
• Effective written and oral communication skills with ability to compose professional correspondence and format reports.
• Demonstrated problem-solving and interpersonal skills in demanding situations.
• Applicable licenses to sell insurance products as required.
• Bilingual fluency in Spanish and English is advantageous.

A key member of the branch team, the Branch Assistant assists the manager in executing sales strategies, managing deliveries, and maintaining operational standards to maximise branch profitability in accordance with group policy. Collaborating across trade counter operations and logistics, the role ensures targets are met through accurate record-keeping, strong customer service, and consistent adherence to company policies.

Functions

• Assist the manager in the development, plans, and sales strategies for the branch to maximise company sales and profitability.
• Ensure the branch achieves or surpasses targets and budgets set in accordance with group policy.
• Assist in the development and implementation of sales, development, and marketing plans.
• Identify, pick, load, and deliver product in a timely and professional manner.
• Unload, check, pick, and load deliveries and provide cover in the absence of the manager.
• Maintain accurate records of sales, deliveries, and vehicle check reports.
• Promote good housekeeping and the highest levels of customer service at all times.
• Adhere to all company policies, procedures, and business ethics codes.

Position Requirements

• Full driving license required with good local knowledge of the road system.
• PC literate with ability to listen and follow instructions.
• Ideally some knowledge of the construction industry.
• Able to work well within a close team environment with a reliable, level-headed, and flexible approach.
• Physically fit with a team player attitude and a "can do" outlook.

Consistent branch profitability and safety compliance depend on the Branch Assistant, who manages day-to-day retail operations including inventory control, staff scheduling, SAP reporting, and customer deliveries for an industrial supply branch. Based within a retail branch environment, the role serves as the operational anchor ensuring cash reconciliation, warehouse accuracy, and employee training align with Airgas standards and OSHA requirements.

Accountabilities

• Directly manage the schedules and performance of two or more retail branch associates.
• Manage day-to-day branch operations including compliance, retail sales, warehousing, and distribution.
• Collaborate with outside sales to ensure order accuracy and properly scheduled customer deliveries.
• Manage branch inventory, daily hard goods cycle counts, and maintain showroom and warehouse appearance.
• Monitor SAP reports daily including open order, delivery, billing, and open Purchase Order reports.
• Oversee retail employee training in procedural areas including Airgas Operating Standards and safety regulations.
• Conduct physical hard goods inventories and ensure Daily Cash Reconciliation is completed accurately.

Background and Experience

• High school diploma or equivalent, advanced degree preferred.
• Minimum three years of experience in industrial retail, inside sales, customer service, or inventory control.
• One year of prior supervisory experience.
• Proficient in Google Suite and Microsoft Office applications.
• Customer service oriented with strong interpersonal skills and ability to work effectively with diverse teams.
• Committed to Airgas safety programs, OSHA, and all applicable rules and regulations.

As the Branch Assistant, this role supports branch banking operations by engaging customers, providing financial solutions, and ensuring compliance with regulatory requirements while supervising branch personnel and standing in for the Branch Manager as needed. The branch team relies on this work to maintain service quality, drive referral generation, and develop junior staff through mentoring and day-to-day guidance.

Key Deliverables

• Leverage communication skills and banking knowledge to engage with customers and understand their financial needs.
• Provide financial solutions and advice to resolve issues and help customers achieve their financial goals.
• Ensure branch compliance with operating policies, procedures, and regulatory requirements.
• Supervise assigned personnel directly and communicate with appropriate management and staff.
• Fill in for the Branch Manager in their absence and guide branch staff on sales, services, and lobby management.
• Coordinate sales activities, accept items for collection, lead end-of-day activities, and handle vault duties.
• Process transactions, manage new account sales, customer servicing, and referral generation.
• Provide input on hiring, Human Resource matters, annual performance targets, and evaluation feedback.
• Mentor junior branch staff to develop their skills.

Professional Experience

• Minimum five years of prior relevant experience, university degree or equivalent preferred.
• Advanced knowledge of technical and operational banking functions.
• Comprehensive understanding of bank deposits, lending, and credit products and services.
• Strong grasp of risk management and regulatory and compliance controls.
• Strong problem-solving, planning, and organisation skills with experience leading a team alongside an individual workload.
• Personable with strong customer service skills, verbal and written, and strong presentation skills.
• Comfortable using technology and software with willingness to manage constantly changing priorities.

Branch Assistant delivers direct customer support for a security products branch, handling order management, counter sales, stock control, and upselling across both new and existing accounts. The work directly supports branch revenue by ensuring the sales process runs efficiently and customers receive knowledgeable, responsive service at every touchpoint.

Role Responsibilities

• Provide direct support to customers purchasing security products and services.
• Provide exceptional customer service to existing and new customers.
• Deal with multiple tasks including order management, phone queries, stock control, and serving on the counter.
• Understand products, systems, and procedures and upsell products and promotions to the customer base.
• Manage the sales process efficiently and provide excellent customer support.

Knowledge, Skills and Abilities

• Prior sales or customer service experience, preferably in a trades or wholesale environment.
• Ability to multi-task and work effectively in a team in a fast-paced, demanding environment.
• Excellent communication skills.
• Fluency in English and knowledge of other languages.
• Able to be a real team player with a positive attitude.

The Trade Counter Branch Assistant owns the end-to-end customer journey at a building merchant trade counter, managing quotes and orders from initial enquiry through to delivery while advising trade customers on suitable products and fixing methods. Working directly with gardeners, landscapers, and the general public, the role builds customer confidence and supports branch sales performance through responsive, knowledgeable service.

Day-to-Day Responsibilities

• Deliver excellent customer service, going the extra mile for every customer.
• Manage quotes and orders from initial enquiry to delivery.
• Work with trade customers and advise on suitable products and fixing methods.
• Liaise with customers and colleagues by phone and in person.
• Carry out warehouse duties as required.

Qualifications and Experience

• Customer service and sales background required.
• Previous experience working with a building merchant is desirable.
• Comfortable talking and selling to gardeners, landscapers, and the general public.
• GCSE grade C or above in both Maths and English.
• Ability to work individually and as part of a team, prioritising and organising workloads in a busy environment.
• Excellent decision-making skills and ability to deal with difficult situations.
• Good communication and interpersonal skills.

Reporting to branch leadership, the Branch Assistant produces consistent trade counter and warehouse outcomes by servicing customer orders from creation through to dispatch and delivery while maintaining accurate records and participating in stock management activities. Partnering with branch colleagues, the role advances safety and sustainability goals alongside operational targets including cycle counts, outbound calls, and daily reconciliation.

Scope of Work

• Serve trade counter sales and answer customer calls and enquiries.
• Service all customers, create and transact orders, and pick, pack, and dispatch orders.
• Deliver customer orders in a company vehicle.
• Maintain warehouse records and reconciliation processes.
• Conduct outbound call activities as planned within the branch.
• Participate in cycle counts and stock takes.
• Be proactive with safety and sustainability requirements.

Experience and Qualifications

• Warehousing experience preferred with strong customer service skills.
• Assistant Manager or Team Lead experience preferred.
• Good computer skills with high numeracy and strong attention to detail.
• Ability to work well within a team with a good level of physical fitness.
• Knowledge of SAP is advantageous.

Embedded within a branch sales team, the Branch Assistant identifies customer needs and resolves product and delivery queries while processing transactions accurately and supporting light warehouse and stock management activities. Working closely with branch colleagues and customers, the role contributes to sales growth by delivering proactive, solutions-focused service across counter and operational functions.

Job Functions

• Identify customer needs effectively and assist them proactively to boost sales.
• Provide advice and recommendations for products and services available.
• Investigate, record, and resolve customer issues from general and technical questions while advising on delivery options.
• Process transactions efficiently and accurately.
• Undertake associated warehouse and stock management activities.

Technical Qualifications

• Previous face-to-face experience in a customer service environment.
• Good working knowledge of MS Office programmes.
• Ability to deal with customer queries and complaints effectively under pressure.
• Previous experience using SAP software.
• Full clean driving license required.
• Excellent communication skills.

Branch Assistant refines the full sales cycle at a security technology branch in Beckton, converting inbound and outbound opportunities into closed orders through face-to-face, phone, and event-based engagement with new and existing trade customers. Success in the position means building and strengthening business relationships while executing branch operational plans that uphold customer satisfaction, inventory accuracy, and financial integrity.

Operational Focus

• Ask probing questions to new and existing customers to uncover new sales and service opportunities.
• Create and close sales orders face-to-face and over the phone.
• Convert opportunities to orders via phone, in person, and at industry events.
• Uncover and build new business relationships and strengthen current ones through world-class service and product recommendation.
• Negotiate price while creating orders or quotes and research and resolve customer concerns.
• Provide basic product knowledge, sales literature, and arrange specialised customer training as needed.
• Execute on branch operational plans ensuring customer satisfaction, data integrity, financial security, inventory planning, and overall performance.

Minimum Qualifications

• Previous sales experience required with confidence to deal with customers in person and over the phone.
• Experience within a trades environment is beneficial.
• Computer literate with SAP knowledge desired but not essential.
• Proficiency in English alongside multilingual capabilities.
• Reliable team player with ability to work in a commissioned, driven environment.