The Canadian Retail Building Supply Council (CRBSC) has developed a list of job descriptions specific to the building

supply/hardlines industry as part of its mandate to support its members in the operations of their businesses.

RETAIL

JOB DESCRIPTION

HANDBOOK

RETAIL JOB DESCRIPTIONS HANDBOOK The Canadian Retail Building Supply Council (CRBSC) has developed a list of job descriptions specific to the building supply/hardlines industry as part of its mandate to support its members in the operations of their businesses. The list has been composed from various sources and is a general guide to assist storeowners and managers to develop their own job descriptions as required in their respective businesses. When developing job descriptions, other factors such as educational requirements, background and experience and any special qualifications should be incorporated into the format of the job description. The following Job Descriptions are listed:

General / Store Manager Sales Manager Department Manager Comptroller Office Manager Credit Manager Advertising / Marketing Manager Buyer / Merchandise Manager Yard Foreman / Supervisor Contractor / Road Salesperson Outside Salesperson Sales Associate Estimator / Designer Delivery Vehicle Driver Yard Worker / Loader

POSITION: General / Store Manager ROLE: The General Manager is responsible for directing the overall operation of the

company in respect to the proper management of the company assets, employees and profitability. The General Manager may delegate responsibilities to subordinates as workload, management style and need dictate.

DUTIES: Establish and/or carry out company policy. Annually review company policies and update as required. Develop and implement a business plan annually or as required which would include

profit/loss projections, capital expenditure projections, etc. Continually monitor industry trends as these trends may impact the business. Maintain a liaison with owner/head office and update them on all areas that may impact the

business. Establish and maintain a positive relationship with all suppliers as well as monitor purchasing

activity to ensure the best possible terms and pricing for the company. Establish, monitor and control budget for inventory, sales, advertising, personnel and

expenses. Recruit, select, promote and discipline employees. Handle all employee complaints and grievances that reach senior management. Establish a Health and Safety Policy for all employees to adhere to. Attend or assign a store manager to represent management on company Health and Safety

Committee. Monitor market prices to ensure the company is competitive while also ensuring adequate

margins and ROI. Supervise merchandise displays, in store promotions and other means to build store traffic. Implement and enforce all legislative and regulatory programs at the municipal, provincial

and federal levels in respect to those programs that have a direct impact on the safety and operation of the company, its employees and customers.

Establish scheduled supervisors and/or department managers meetings for the purpose of updating them on changes in policy, pricing etc.

Establish vacation schedule for all supervisors, managers and employees.

Develop and maintain all managers, supervisors and employee job descriptions.

Sign payroll and capital expenditure cheques. Determine capital requirements and arrange bank

financing as required. Approve all capital expenditures. Negotiate leases and/or rental contracts. Attend all industry related trade functions, shows,

meetings. Assume other duties that be determined by the

company owners.

POSITION: Sales Manager ROLE: The Sales Manager is responsible for developing strategic sales plans,

supervision and evaluation of all salespersons, coordinating special sales and promotions with the Advertising Manager and or Department Managers as well as keeping abreast of new product lines. The Sales Manager reports directly to the General Manager.

DUTIES: Training and development of all salespersons. Instill strong customer service policies and skills in all salespersons. Handling customer complaints and settling customer disputes in regards to selling

policies. Working with department and advertising manager, select seasonal and other sale

products for advertised promotions. Attending customers if sales persons are busy or not available. Periodic performance evaluation of all sales people. Shop competitors. Develop short and long term sales plan. Pricing product competitively in cooperation with General Manager to ensure profitability

and competitiveness. Interview and recommend prospective sales employees. Arrange sales force work schedule. Approve customer cheques ensuring that they are properly filled out with customer contact

information. Ensure a “rain cheques” system is in place for out of stock sale items. Supervise housekeeping practices in sales area. Monitor and assist Department Mangers in the display of sale products. Review and suggest new product to General Manager. Maintain all sales catalogues to be up to date with current pricing. Develop and monitor a special order system. Approve credit memos for return merchandise. Act as a liaison between sales force and senior management / owners. Co-ordinate and review all special quotes and pricing to ensure integrity of prices for

profitability. Co-ordinate with Yard Foreman for job deliveries and pick-ups. Set up a schedule and agenda for all sales meetings on a timely basis. Train all employees on lost prevention and ensure security measures are in place and

abided by. Assume other duties as assigned by the General Manager.

POSITION: Department Manager ROLE: The Department Manager reports directly to the General Manager and is

responsible for the overall management of an assigned department within the store.

DUTIES: Maintain department inventories at appropriate levels for maximum turnover and

profitability. Supervise the setup and display of product within the department including sale and

promotional inventory. Responsible for the replenishment of product using the store inventory management

system. Become familiar with the company policies and systems. Supervise timely changes is price/bar codes of product on shelves. Handle customer complaints and settling them in a satisfactory manner for both the

company and customer. Maintain and monitor special orders including placing them, deposits and contacting

customers when products arrive from receiving. Approve customer cheques for cashiers. Supervise store associates assigned to the department. Open and close store using the store security system. Prepare on request from General Manger, reports on department activities. Communicate to department associates all policies including Health and Safety

information from store owner/manager. Conduct department meetings on a timely basis to communicate policies to associates. Establishing schedules for associates including hours of work, breaks, vacation, time off. Supervise and discipline department associates in accordance with company policies. Establish price quotes for special orders for product from the department in accordance

with company policy. Liaison with supplier representatives for in store demonstrations, specials and product

training. Assume other responsibilities as assigned by the General Manager.

POSITION: Comptroller ROLE: The Comptroller is responsible for all financial transactions and bookkeeping

and all personnel involved with accounting. The Comptroller is also responsible for preparation of all financial data, ratios, bank reconciliations and disbursements, cash and credit card security. The Comptroller reports directly to the General Store Manager.

DUTIES: Approve invoices for payment. Budgeting cash flow requirements. Supervise preparation of customer statements. Supervise training of office personnel. Audit monthly P & L statements. Develop and maintain internal audit procedures to ensure profitability, detection of

potential fraud and misuse of company funds. Prepare federal and provincial tax returns. Co-sign cheques, contracts, leases and other documents requiring the signature of a

company officer. Administering company insurance, benefit and pension plans. Liaison with company auditors and prepare annual financial statements. Prepare reports and financial summaries as required by General Store Manager and/or

owner. Assume other duties as assigned by the General Store Manager.

POSITION: Office Manager ROLE: The Office Manager is responsible for the overall management of all office

duties within the Company which would include invoice verification to purchase orders, payroll submission, daily deposits, and customer statements. The Office Manager reports directly to the Comptroller.

DUTIES: Maintain current records on accounts receivable. Verify supplier invoices to Purchase Orders. Post invoices to accounts payable. Ensure all invoices are paid within terms to receive all discounts for early or on time

payment. Produce and make daily bank deposits. Prepare cheques for signing by the General Store Manager and/or Comptroller. Posting of all transactions to the appropriate GL accounts. Maintain payroll records for all employees; prepare payroll direct deposits with required

deductions; maintain a payroll and personal record for each employee. Prepare and ensure all customer statements are sent out monthly and on time. Prepare an accounts receivable aging report for the Store General Manager on a weekly

basis. Monitor and send out all overdue account notices. Ensure all tax obligations are met on time. Arrange and notify all office staff and cashiers of their work schedules. Working with the Comptroller, prepare monthly P & L statements. Supervise office filing system. Maintain security on office computer system and POS system. Ensure all office computers, servers; equipment is in good working order. Prepare all correspondence to suppliers, customers and

other contacts as required by management. Assume other duties as assigned by the Comptroller or

Store General Manager.

POSITION: Credit Manager ROLE: The Credit Manager is responsible for the development of and adherence to

the company credit policy and to ensure the minimum exposure for the company towards bad debt from accounts receivable, customer cheques, payments etc.

DUTIES: Develop and maintain a credit policy for the company. Supervise and approve all credit applications. Investigate credit references. Establish credit limits and terms of payments for each account in accordance with

company policy. File and manage liens and other instruments of collection. Monitor account aging reports and communicate to Store General Manger and

Department Managers those accounts that have been put on “credit hold”. Ensure that outstanding accounts receivable over ___ days have been flagged as “credit

hold” on company POS system. Contact principals of delinquent accounts and maintain a liaison with them to ensure

collections of outstanding balances. Work with General Store Manager and Department Managers in establishing credit limits

for contractor account credit limits, based on size of construction project. This could include requests for lines of credit, financial statements, cash flow charts, and projections. Etc. to ensure minimum exposure for the company.

Assist customers in arranging financing for projects. Liaison with credit card carrier for applications and monitoring of credit cards

transactions. Assume other duties as requested by the General Store Manager or owner.

POSTION: Advertising / Marketing Manager ROLE: The Advertising / Marketing Manger coordinates all advertising activates for

the company and reports directly to the General Store Manager. DUTIES: Develop an annual advertising budget. Monitor and control all advertising expenses. Develop short and long term strategic advertising plans including objectives towards

demographics, seasonal considerations, product selection, competition, and supplier specials.

Solicit and monitor all supplier co-op advertising allowances. Work with all levels of management to select product for promotional consideration. Develop and arrange all copy, layout, printing, dissemination, etc., of all newspaper,

flyer, magazine, radio and TV promotions and advertising. Obtain quotes from printers to ensure the best possible price and quality of all print

materials. Ensure that all advertising is accurate, fair and projects a positive image of the company. Coordinate all in-store advertising banners, signs, etc. with sales and department

managers. Monitor sales activities by sales event to determine the best ROI by advertising method. Conduct customer and market surveys to determine consumer trends and target

audiences. Review competitors’ advertising to ensure the company is competitive with relevant

advertising. Assume other duties as assigned by the General Store Manager.

POSITION: Buyer / Merchandise Manager ROLE: The Buyer / Merchandise Manager is responsible for purchasing all products

and supplies for the company as well as maintaining supplier catalogues. This position reports directly to the General Store Manager.

DUTIES: Authorizing and issuing Purchase Orders for all purchases. Ensuring all special pricing, terms etc. are indicated on the Purchase Orders. Monitor all back orders to ensure product is shipped or cancelled from the PO. Maintain all supplier product catalogues with up to date pricing and information. Negotiate will all suppliers to obtain the best possible prices and terms. Working with the Receiver, ensure all claims for defective, short or wrongly priced product

have been satisfied with suppliers. Maintain a database of various freight carriers for rates, routes and schedules. Notify all management personnel within the company of product discontinuation, changes

etc. Ensure all price increases have been updated in the company POS system. Ensure all inventories are maintained at a level to achieve company goals on GMROI. Monitor sale product to ensure availability to the customer and minimum out of stocks. Verify all invoices to Purchase Orders to ensure correct prices, terms, etc. Assume other duties as assigned by the Store General Manager.

POSITION: Yard Foreman/Supervisor ROLE: The Yard Foreman supervises all activities of the yard including yard

employees, equipment, vehicles, deliveries, receiving and unloading, yard housekeeping and maintenance of all yard equipment and delivery vehicles.

DUTIES Arrange for training of all yard personnel and drivers including forklift and other

equipment, vehicles and ensuring all require certification both voluntary and mandatory are completed and documented.

Maintain and approve all timecards for yard and delivery personnel. Maintain a weekly schedule and approve any additional overtime hours for yard and

delivery personnel. Ensure accurate and safe handling of all vehicles loading and unloading both company

delivery vehicles and customers’ vehicles. Ensure all products are invoiced prior to leaving the yard. Keep maintenance records for all equipment including forklifts, saws, lifting devices,

delivery vehicles etc. Perform minor repairs on all equipment and vehicles such as bulb replacement etc. Supervise yard inventory counts both cyclical and for year end inventory. Maintain adequate inventories of all yard products and ensure shortages and low

inventory are reported to the buying department. Ensure compliance to all safety and fire regulations for both yard personnel and

customers. Evaluate the performance of all yard personnel and drivers. Keep yard clean and well organized. Maintain a special order area in an orderly fashion for ease of finding specific special

orders. Maintain security and watch for pilferage and theft of product from the yard. Co-ordinate and work with Outside Sales as well as Store Personnel. Represent store management on company health and safety committee. Assume other duties as assigned by the Store Manager.

POSITION: Contractor / Road Salesperson ROLE: The Contractor / Road Salesperson is responsible for an assigned territory and

accounts on behalf of the company. This position requires someone with extensive knowledge of the industry, building codes and the contracting business. He or She needs to be a self-motivated person, with excellent communication skills. This person will report directly to the Sales Manager.

DUTIES: Visiting contractor customers either in their respective businesses or on job sites. Develop a professional relationship with customers to build trust and loyalty towards the

company. Represent the company in a professional manner and ensure that the contractor customer

is treated with the utmost respect and courtesy. Work with contractor and major project customers in helping with the design of projects,

requirements of blueprints, designs and estimates with the goals of the company objectives.

Help customers obtain the required building permits for their major projects, if required. Make cold calls on potential new customers both contractor and those planning major

renovations projects. Be aware of all building permits that are being issued by the municipality in the

company’s trading area. Be aware of all changes to the local, provincial and federal building codes. Establish a relationship with qualified trades persons within the community so as to

provide a list of those trades for prospective customers. Maintain a liaison with the store estimators and other departments to ensure smooth and

problem free supply of products and services for contractor projects. Develop a list of leads and future projects for follow up. Provide a weekly report to the Store Manager on activities within the sales persons

territory. Be responsible for the company vehicle in relation to its operation, maintenance and

compliancy for licensing and registration. Be fully aware of all company policies and procedures. Arrange and promote contractor events either offsite or in the store. Assume other duties as required by the Store Manager.

POSITION: Outside Salesperson ROLE: The Outside Sales Person is responsible for assigned accounts and developing

new sales opportunities for the company. This person reports directly to the Sales Manager/General Manager.

DUTIES: Must have a thorough knowledge of company polices, inventory, special order

procedures and pricing policies. Be aware of all projected and planned building that is happening within the company

trading area through communication with local municipal building departments, cold calls on contractors/builders and building inspectors.

Have a knowledge of the building code and keep updated on changes that may affect the products and services that the company provides.

Maintain a sales call activity log and provide a weekly report to the Sales Manager. Be aware of the competitions policies, pricing and activities within the company trading

area. Assist customers and contractors in obtaining building permits if the company is providing

design support and product to that customer. Attend all trade show and other functions as required for professional development. Be aware of financing options provided by the company or other outside sources for

major renovation and building projects. Handle customer complaints towards a satisfactory resolution for the customer. Obtain bid opportunities and develop quotes based on company pricing policy as

established and approved by the Sales Manager/General Manager. Be familiar with the company credit policy and working with the credit manager collect

overdue accounts. Assume other duties as assigned by the Sales Manager/General Manager.

POSITION: Sales Associate ROLE: The Sales Associate is responsible for working with customers, answering

telephone inquiries, general housekeeping in their respective departments, maintaining products and merchandising displays in their department. The Sales Associate reports directly to the Department Manager.

DUTIES: Write up customer special orders in compliance with store policy and procedures. Maintain product price point and identity tickets on shelf displays and hooks. Handling customer complaints in a positive and constructive manner. Approve returns and issuing credit memos for return goods. Identify defective products with a return goods tag. Maintain all price and catalogue books relevant to their departments. Keep merchandise displays fresh and attractive in appearance. Become familiar with all the products sold in their departments. Attend all training courses as requested by management in relation to store procedures,

safety, products, etc. Be fully knowledgeable about company policy and procedures. Ensure that products on sale or promotion are properly identified and tagged. Be observant of customers who appear to be acting in a manner suspicious in relation to

store theft. Identify and apprehend customers if you have observed them steal merchandise from the

store and leave the premises. Use caution and notify store management prior to approaching suspected shoplifters.

Be friendly, courteous and helpful to all customers and staff. Be prepared to work in other departments as required. Assume other duties and responsibilities as requested by the store manager.

POSITION: Estimator / Designer ROLE: The Estimator / Designer take material lists off blueprints and makes estimates

of materials required for construction projects as submitted by contractors, customers, company salespersons. The Estimator is responsible to the Store General Manager.

DUTIES: Estimating product requirement and take-offs from blueprint. The Estimator / Designer must have knowledge of the municipal building code. The Estimator / Designer must make themselves aware of all changes to the building code

by keeping abreast of Ministry Of Housing building code updates. This position requires a working knowledge of various design software applications in

respect to decks, houses, garages, kitchens etc. This position requires a working knowledge of basic computer skills. The Estimator / Designer will make occasional calls to job sites with the company

salesperson The Estimator / Designer will fill in on the contractor order desk and customer service

desk as required. Assume other duties as required by the Store General Manager.

POSITION: Delivery Vehicle Driver ROLE: The delivery vehicle driver is responsible for delivery of products to customers

both contractor and consumer. The driver is also responsible for the scheduled maintenance of the vehicle he/she is assigned to and maintaining proper records maintained of loads for that vehicle. The Delivery Vehicle Driver reports directly to the Yard Foreman.

DUTIES: The driver ensures the proper and safe loading and unloading of the vehicle including

weight restrictions and lifting devices if vehicle is so equipped. Maintain a weekly maintenance report and mileage log on the vehicle. Keep the vehicle clean at all times both inside and out. The driver must ensure that all deliveries are accompanied by an invoice and all deliveries

are signed for by the contractor or customer. The driver will collect all COD orders and keep cheques and/or cash in a safe place until

returned back to the store. The driver will ensure his/her drivers’ license is up to date and meets the MTO

requirement for that vehicle. The driver will report all infractions and tickets received both during and off duty as well as

reporting any accidents; recognizing that Highway Traffic Act violations will affect his/her driving record and possibly the company vehicle insurance.

The driver must ensure that he/she is properly qualified and have proof of training for all equipment that the driver is required to handle.

The driver must be familiar with the area to ensure efficient and timely delivery of product. The driver will ensure that the vehicle is operated in a safe and courteous manner. Other duties may be assigned by the Yard Foreman or Store Manager.

POSITION: Cashier ROLE: The Cashier is responsible for accurate entry of all cash, credit card and

charge account transactions on the POS terminal that he/she is assigned to. DUTIES: Verifying the cash float at the beginning of the cashiers shift. Provide receipt to customers for all transactions entered into the POS system. Process cash, credit card and charge account credits if approved by management. Ensure all necessary supplies are at the cash desk. Maintain and ensure all price reference books are readily available at the cash desk. Keep aware of all sales events and special pricing to ensure accurate transactions. Verify all credit card transactions in respect to credit card number, expiry date and

signature of customer is on the credit card voucher. Cashier must have all cheques received for purchase of product or services approved by

management. Ensure that charge account customers have signed the product invoice as a receipt of

goods. Verify cash, credit card and charge transactions to POS summary at end of day and

ensure that the cash float is accurate for the next day’s transactions. Be alert to persons who are acting suspiciously for prevention of theft and notify manager

if you suspect such activity. Keep the cash counter and area neat and tidy. Attend store meetings as required by store management. Assume other duties as assigned by store manager.

POSITION: Yard Worker / Loader ROLE: The Yard Employee is responsible for general duties in the yard including

loading, unloading of company delivery vehicles, customer vehicles as well as maintaining the inventory in the yard. The Yard Employee is directly responsible to the Yard Foreman.

DUTIES: Looking after contractor and other customers find product, load/unload vehicles. Operate the yard forklifts once training and certification has been achieved. Operate the saws in the cut shop once the employee has been given instructions on the

safe operation of the saws. Keep the yard, cut shop, glass shop, special order bins and area in a clean and

presentable appearance. Unload transport trucks with product for the store and yard. Ensure all products leaving the yard have been invoiced invoice. Attend Health and Safety Committee meetings and training if requested by store

management and Committees. Be knowledgeable about all products stored in the yard. Use proper material handling techniques to ensure minimal damage to yard inventory. Be familiar with the grades, dimensions and species of lumber stocked in the yard. Be able to work in the yard during adverse weather conditions. Proper clothing will be

supplied by the company. Assume other duties as assigned by the Yard Foreman or Store Manager.