Position Summary

Key Responsibilities

• Serve as the primary corporate point of contact for the branch leads and second-level escalation for operational questions, errors, and discrepancies at assigned branches.
• Troubleshoot and resolve issues across the order-to-cash, procure-to-pay, inventory, and fulfillment workflows. Escalate systemic or cross-functional issues to the right owner.
• Research and correct transaction errors (orders, receipts, invoices, credits, and adjustments) in partnership with branch leads and corporate departments.
• Keep a log of recurring issues and their resolutions so patterns are visible and can be fixed permanently. (Communicated to VP Branch Operations and COO.)

• Train branch leads to standard operating procedures, system workflows, and process changes, in person, virtually, and on the job.
• Onboard new branch leads to corporate standards, working with branch managers and the corporate training program.
• Deliver retraining where audits, errors, or KPI results show gaps, and confirm the training was understood and applied.
• Support rollout of new processes, system enhancements, and corporate initiatives across assigned branches.

• Ensure branches follow approved SOPs, pricing and terms policies, and internal controls.
• Give feedback to the SOP owner on unclear, outdated, or impractical procedures, and help revise and validate them with branch users.
• Conduct periodic process reviews and spot audits at assigned branches. Document findings and communicate to VP Branch Operations for follow-up and Corrective actions.

• Help branch leads and managers understand the operational KPIs they are measured on and the processes that drive them.
• Monitor branch-level operational metrics and reports to find trends, gaps, and risks early. Work with VP Branch Operations on training gaps identified from missed metrics.
• Partner with VP Branch Operations on action plans that close performance gaps and follow up until results improve.
• Report branch support activity, recurring issues, and risks to the Chief Operating Officer and Vice President, Branch Operations.

• Act as a power user of the company’s ERP system (NetSuite) and related operating tools and help branches use them correctly and consistently.
• Protect data accuracy at the branch level, including customer, item, pricing, inventory, and transaction records.
• Identify system issues and enhancement needs, document them clearly, and route them to IT and Business Processes through the proper channel.

• Work closely with Accounting, Purchasing, Inventory Management, Sales, Customer Service, IT, and other Corporate Operations teams to resolve issues that span departments.
• Represent branch realities in corporate discussions so decisions are practical to carry out in the field.
• Share best practices across branches and with fellow Specialists so the whole network improves together.

• Find root causes of recurring errors and inefficiencies and recommend practical process or system improvements.
• Support continuous improvement projects, training-effectiveness reviews, and special initiatives as assigned.
• Leave every branch and process better than it was found.

Subject Matter Expertise

• Maintain deep, current knowledge of the related processes, policies, and system functions.
• Serve as the escalation resource for all branches, not only assigned branches.
• Lead or support training, documentation, and improvement efforts.
• Partner with the corporate function that owns the area on accuracy, controls, and results.

Key Performance Indicators

• Accuracy: Order, billing, inventory, and transaction errors go down
• Training effectiveness: Training is completed, and retraining is followed by measurable improvement
• Process adherence: Spot audits show SOP compliance, and corrective actions are closed
• Partnership: Branch managers and corporate partners give positive feedback

Qualifications

• 5+ years of experience in distribution, manufacturing, supply chain, or branch/business operations.
• Hands-on ERP or order management system experience. NetSuite experience strongly preferred.
• Working knowledge of order-to-cash and procure-to-pay processes and how operations connect with accounting.
• Proven ability to train adults, write clear procedures, and explain processes in plain language.
• Strong troubleshooting, analytical, and reconciliation skills.
• Proficiency in Microsoft Excel, Outlook, Teams, and Word.
• Ability to travel regularly to assigned branch locations.

• Experience in industrial packaging or packaging distribution.
• Background in accounting operations, rebates, third-party logistics (3PL), or inventory management.
• Continuous improvement training (Lean, Six Sigma, or similar).
• Associate’s or bachelor’s degree in business, supply chain, or a related field, or equivalent experience.

Core Competencies

• Influence without authority: Earns cooperation through expertise, credibility, and relationships rather than position.
• Service mindset: Treats branches as internal customers and makes their success the priority.
• Ownership & follow-through: Takes each issue all the way to resolution and closes the loop.
• Clear communication: Communicates simply and directly, both in writing and in person, at every level of the organization.
• Attention to detail: Protects accuracy in data, transactions, and documentation.
• Learning agility: Picks up new systems and processes quickly and helps others do the same.

Working Conditions