Lance

Branch Manager

What is it that you do and what does your typical day look like? As Branch Manager of a busy branch, I am the leader of a great team. As a team, we provide excellent customer service to a wide range of account. holders and customers. This includes serving the customers in store. Ringing external customers for their order and delivery requirements. Picking up all emailed orders and quotations. Picking and packing orders and completing all deliveries. It is my role to ensure that all team members are working together to provide great customer service. That the team are managing to fulfil customer requirements without being stressed and with adequate assistance when required. I maintain a very open style of communication with the branch team, always following the CHORD principles of communication. I maintain all customer pricing to ensure customers get consistent and fair prices. I look after credit control, maintaining contact with customers regarding their account as required. I ensure that company policy is followed at all times. What is your favourite part of your role?  Being part of a team that achieves great results. What advice do you have for someone who wants to do a similar role to you? Team is everything. If you have a well performing team that work together to achieve results, then you are doing a great job. Tell us about your career in Plumbing World: I started work at Parker Hardley Merchants as a school leaver. My first role was storeman/driver. With Parker Hardley, I achieved Trade Certificate in Plumbers and Builders Hardware Merchandising. Five years later I was the Trade Supervisor and Purchasing Officer. I left to take a management role at Winstones (now PlaceMakers) where I worked for five years, before going travelling for three years. On my return to Whangarei, I returned to my roots at Plumbing World (who had purchased Parker Hardley Merchants in Auckland and Whangarei). I was the Northland Sales Rep and then the Showroom Manager of Plumbing World’s first “New Directions” branch, which opened in Okara Drive in the early 1990’s. Leaving in 1995 to spend five years as Whangarei Sales Manager for Steel and Tube Roofing, I returned to Plumbing World at the start of 2000, before taking over as Branch Manager on 1/1/2001, a role I have held for the last 17 years. Why do you love working at Plumbing World? The best part of working for Plumbing World is the team environment. Both the branch team and the national team. There is a great network within the company and there is always somebody to share an idea with or go to for advice or assistance.