FUSE SPECIALTY APPLIANCES
Showroom Manager
FUSE SPECIALTY APPLIANCES
THE FINEST IN PREMIUM APPLIANCES
TABLE OF CONTENTS
Welcome to the Team
Goals
Bookmarks & Pins
Fuse Background
Fuse Values
Showrooms & Warehouses
Brands
Employee Handbook
Who's Who of Fuse
Webpage/software review
Showroom Manager Checklist
Fuse Fundamentals
Software Training
Product Knowledge
Showroom Processes
WELCOME TO THE FUSE TEAM
WearedelightedtowelcomeyoutotheteamatFuseSpecialtyAppliances.We believethatyouwillbeavaluableadditiontoourorganizationandlookforwardto workingwithyou.
AtFuse,westrivetocreateanenvironmentwhereouremployeescanexcelandgrow. Webelieveinfosteringacultureofteamwork,innovation,andcontinuous improvement.
Duringyourfirstfewweekswithus,youwillbeintroducedtoyourteammembersand givenacomprehensiveorientationtoourorganization.Youwillhavetheopportunity tolearnaboutourproductsandservices,aswellasourcorevaluesandmission. Onceagain,welcometoFuseSpecialtyAppliances.Weareexcitedtohaveyouon boardandlookforwardtoworkingwithyou.
Sincerely, TheFuseFamily
SHOWROOM MANAGER
ROLE SUMMARY
KEY TASKS & RESPONSIBILITIES:
Manages showroom operations to ensure a seamless customer experience.
Oversees showroom staff including sales, operations coordinators, and reception.
Maintains showroom standards and ensures it is well-prepared.
Stays updated on industry trends, products, and market leadership.
Plans and manages store events, coordinating with marketing for on-site events.
Handles customer inquiries and issues, ensuring prompt and satisfactory resolution.
Maintains the showroom calendar and coordinates facilities maintenance.
Interfaces with accounting for payment and return processing, ensuring proper cash/check handling.
Assists in hiring, coaching, training, and developing the team.
Coordinates and sets agendas for store meetings, ensuring effective corporate communication
SHOWROOM MANAGER ROLE GOALS
ENHANCE SHOWROOM PRESENTATION AND MAINTENANCE
Maintain showroom displays to company standards, ensuring all products are in top condition. Conduct daily checks and to ensure high-end showroom experience for all clients.
OPTIMIZE SHOWROOM OPERATIONS EFFICIENCY
Ensure all daily operations, including reception and coordination, are handled smoothly. Streamline operations, ensure accurate financial processes, and manage the budget effectively.
EXECUTE HIGH-IMPACT SHOWROOM EVENTS
Plan and manage in-store events quarterly, in partnership with marketing, to attract new clients and engage existing ones.
ENSURE SEAMLESS FACILITY MANAGEMENT
Proactively address maintenance needs by collaborating with internal and external teams. Schedule preventive maintenance to keep the showroom safe and aesthetically appealing yearround.
FOSTER A HIGH-PERFORMANCE TEAM CULTURE
Lead, coach, and develop the showroom team, focusing on clear goal setting, performance expectations, and regular feedback. Implement quarterly individual and team performance reviews to support professional growth and maintain high morale.
Webpage Bookmarks & Desktop Pins
(Some of these links will not work for you because you have to log into your account)
YOUR PERSONAL OUTLOOK EMAIL
OUTLOOK CALENDAR
FUSE SPECIALTY APPLIANCES
FUSE SHAREPOINT
HUBSPOT DASHBOARD
B A C K G R O U N D
HOW FUSE STARTED
Fuse Speciality Appliances was developed by three experienced and knowledgeable appliance experts, Mike Robertson, Alexa Warner, and Tim Brohawn. Together they created a high-end boutique experience that is focused on fulfilling the end user's goal. Now located in Naples, North Palm Beach, Ft. Lauderdale, Boca Raton and Miami the team is dedicated to helping their client's kitchen dreams come true.
WHY FUSE?
Knowledgeable
Withover30yearsofapplianceknowledge,our teamofexpertsrepresentsthebestand brightestintheindustry
Experience
Withdecadesofexperience,ourteamof expertsprovidesindividualizedattentionto matchourclientswiththeperfectappliances thatenhancethewaytheylive
Quality
We’vetargetedmanufacturersthatstand behindtheirproductsdemonstratingthe highestlevelsofserviceafterthesale
Relationships
Wetakegreatprideintherelationshipsand partnershipswebuildandalwayswork relentlesslyontheclient’sbehalftohelpthem achievetheirgoals
WE WANT TO WORK WITH PEOPLE
Integrity
You make wise decisions despite ambiguity
You identify root causes. You think strategically, and can articulate what you are, and are not, trying to do
Innovation
You develop new ideas that prove impactful
You look for every opportunity to reduce complexity and keep things simple
You are flexible and thrive in a constantly evolving organization
Communication
You listen well, instead of reacting fast
You are concise and articulate in speech and writing
You maintain calm poise in stressful situations
Accountability
You accept responsibility for your actions and build trust internally and externally. You take ownership of our work and focus on finding solutions, not identifying problems
WHO EMBODY THESE EIGHT VALUES
Respect
VISION
You value everyone and treat people with dignity and professionalism. You treat people with courtesy, politeness, and kindness
Curiosity
You learn rapidly and eagerly
You seek alternate perspectives to improve your ideas
You seek to understand clients changing needs and desires
Honesty
You act with uncompromising honesty and integrity in everything you do You are open, trustworthy and truthful
Positivity
You strive to approach things in a positive way while realizing all emotiuon are valid
You come to work with an open and optimistic mind.
East Coast: Deerfield Beach
THE FINEST
PREMIUM APPLIAN
THE WHO'S WHO OF FUSE
MANAGING PARTNERS:
Mike Robertson
Alexa Warner
Tim Brohawn
SHOWROOM MANAGERS
Ariel Caminero: Miami
Virginia Garrigos: Boca Raton & FTL
Josee Sternberg: North Palm Beach
Glenna Riley: Naples & Fort Myers
DIRECTOR OF OPERATIONS
Catalina Rabenstine
REGIONAL SALES DIRECTORS
Julia Roberto - NPB & Boca
Kevin Sandage - Naples
BUSINESS CONTROLLER
Brian Bjork
DIRECTOR OF INSTALL SERVICES
Scott Bennett - West
Jeff Rogan - East
HUMAN RESOURCES
Ashley Beeks
DIRECTOR OF MARKETING
Julia Roberto
DIRECTOR OF PLUMBING
Minday Sobczak
FUSE SOFTWARES
We utilize HubSpot CRM (customer relationship management) for all internal communications. This software provides a platform where we can organize, automate, and keep track of every interaction and activity that happens within a company.
We utilize EPASS for ERP (enterprise resource planning) system to optimize the flow, from pointof-entry to financial analysis. EPASS helps to manage our inventory and provides a platform where we can organize, automate, and keep track of every interaction and activity that happens within our company
We utilize CoAdvantage for our HR process. CoAdvantage administers payroll, benefits, workers’ compensation, and core HR functions. Within Coadvantage, under Payroll, we utilize StatusTime to request and schedule time off. & StratusTime
We utilize Podium for our web chat and payment software. This helps us deliver a seamless experience, from first impression to payment, by responding faster and smarter.
We utilize Steel Cod to search all our manufacturers. Steal Cod provides information on how retailers, homeowners, and trade professionals share, communicate and access technical specifications. products.
** Overall Understanding for SM
We utilize Ramp for all transactions and expenses. products. With Ramp, we get 5-in-1 software that consolidates corporate cards, expense management, bill payments, accounting, and reporting.
We utilize Package AI for all our routing and dispatching processes. We personalize fulfillment engagement for each customer and their specific order powered by AI chat-bot within Package AI.
SHOWROOM MANAGER CHECKLIST
Fuse Fundamentals Checklist:
Human Resources
Ashley Beeks - HR Manager
Meet HR Manager: In-person or Teams Meeting
Employee Handbook and Acknowledgment
Direct deposit and CoAdvantage setup
Employee Benefits Review
I-9 & W-4
Employee introduction summary and photo
Complete HR Trainings
Fuse Roster review and print
Order business cards through HR
Software Setup
Email Ashley.Kahane@fuseappliances.com if you any having issues
Office 365 - Add email to groups and calendars: Showroom, All Fuse, etc.
Remote Desktop/Epass & Epass play
HubSpot
Podium
Steel Cod
Abode Pro
Package AI
Domo
Ramp
SHOWROOM MANAGER CHECKLIST
Fuse
Fuse Marketing
Email Julia Roberto or Cristina Acevedo if you have any questions
Like and follow all social media platforms: Facebook, Instagram, LinkedIn, YouTube
Send Headshot to marketing:
cristina.acevedo@fuseappliances.com
Review Fuse branding guidelines
Review Fuse Marketing Sharepoint
Review where all marketing items should be organized within the showroom
Get login for ordering marketing materials
SHOWROOM MANAGER 101
Training/Shadowing
Showroom
managers - Ariel, Glenna, Josee
Introduction & Orientation
Meet with regional directors and managing partners to understand the company
Tour showrooms and warehouses to get familiar with displays, storage areas, etc.
Visit all showroom managers to understand customer interactions and problem-solving
Operational Procedures
Opening & Closing Procedures: Learn protocols for security, systems checks, and ops
Display Management: Training on inventory systems and display guidelines
Vendor Relations: Overview of vendors for training and contact points for escalations.
Sales Processing: Training on the POS system, sales workflows, and order documentation.
Service & Return: Familiarize with policies, D&I handling, and return/exchange procedures.
Review all processes in place: Area of Pride, Showroom Leads Process & Calendar Management
Training & Customer Service Excellence Training
Learn best practices in managing showroom cleanliness and fostering a positive environment.
Understand calendar management and showroom organization routines
Product Knowledge: review all brands and attend showroom training when available.
Customer Service & Conflict Resolution: Best practices for handling difficult clients, addressing complaints, and ensuring a high level of customer satisfaction.
Showroom Marketing & Event Planning
Understand showroom events ops, networking events, and community partnerships
Create a constructive and organized marketing space in each showroom for sales to utilize
Compliance & Safety Training
Safety Procedures: Training on workplace safety, emergency protocols, and HR compliance.
Technology & System Training
Learn all software programs in additional training with corporate system trainer
SOFTWARE TRAINING CHECKLIST:
Epass Software
Email Ashley.Kahane@fuseappliances.com if you any having issues
Make sure to get Epass and Epass Play on your remote
desktop
Review Epass SOP’s on Notion:
ePass – How to save ePass to PC
ePass - How to Search for Available Model
ePass - Customer Account Management
ePass - Adding Warranties after the Sale
ePass - How to Build a Quote
ePass - Search Clearance Items
ePass - Apply Payment to a Finished Invoice
ePass -How to Schedule a Pre-site on an Invoice
ePass - Generating Reports in ePass
ePass - Setting up your Epass grids
ePass – Understanding Pricing
ePass - AR vs COD
ePass - Searching and using filters EPass – General
SOFTWARE TRAINING CHECKLIST:
Hubspot Software
Email Ashley.Kahane@fuseappliances.com if you any having issues
Download HubSpot on your phone & Turn on notifications
Connect your Outlook with HubSpot
Start HubSpot Academy
REMEMBER: IF IT’S NOT IN HUBSPOT IT DID NOT HAPPEN!
HubSpot SOP’s on Notion
HubSpot - How to Create a Contact
HubSpot - How to Create a Deal
HubSpot - Add a Task to a Note
HubSpot - Pinning a Note (post order)
HubSpot – Creating Contact Lists
HubSpot – Organizing Tasks
HubSpot - What to attach to a HubSpot Deal
HubSpot – Podium Integration
SOFTWARE TRAINING CHECKLIST:
Package AI Software
Email catalina.rabenstine@fuseappliances.com if you any having issues
Bookmark Package AI webpage and save credentials
Review Package AI video from Catalina
Package AI SOP’s:
Package AI -Checking recaps and status of pre-site
Package AI -Viewing Options
Package AI - How to access text messages going to clients
Podium Software
Email catalina.rabenstine@fuseappliances.com if you any having issues
Review how to send a payment link
Review Online Sales and pass leads off with Marketing
Review how to send review links through Podium
Learn from showroom managers how to process returns/refunds with Podium
Learn how to scan checks and collect cash with other ops and showroom managers
PRODUCT KNOWLEDGE CHECKLIST:
Appliance Knowledge
Work with all sales staff and vendors to gain knowledge
Review all brands we sell with a focus on our key brands
Download vendor list, print on your des, bookmark all vendor
websites
Review the appliance selection sheet and practice filling it out
Meet with vendors to learn about their companies and products
Attend Basic Product Training with vendors
Cabinetry 101
Ventilation 101
Induction 101
Gas vs LP
Appliance sizing
Steam/Speed/Microwave variances
Reading Specs
Showroom display layout
Refrigeration 101 – Flush/proud/integrated/panel ready
ADA appliances
Review Trade partner programs from each vendor
Review Fuse builder program
Goals:
SHOWROOM MANAGER
30 DAY PLAN
Understand the company's culture, values, and mission.
Familiarize with the showroom's products, services, and key operational procedures.
Build relationships with the team and key stakeholders.
Learn and understand the existing processes and procedures.
Week 1:
Attend orientation session to understand company policies and culture.
Meet with the Regional Sales Director to discuss expectations and goals. Review the product catalog, showroom layout and standard showroom protocols
Week 2:
Shadow team members to learn about daily operations.
Begin one-on-one meetings with team members to understand their roles and responsibilities.
Attend training sessions on product features and benefits.
Week 3:
Learn about the customer service protocols and operational workflows. Review systems
Review operational data and feedback to identify areas for improvement.
Start building a rapport with regular customers and vendors.
Week 4:
Familiarize with the inventory management system
Observe and participate in customer interactions to understand the customer experience.
Identify any immediate operational issues or areas that need attention.
SHOWROOM MANAGER
60 DAY PLAN
Goals:
Analyze current showroom operations and identify improvement opportunities.
Develop initial strategies to enhance efficiency and customer experience.
Strengthen relationships with the team and encourage a collaborative environment.
Plan and schedule vendor training and showroom events.
Week 5:
Conduct a SWOT analysis (Strengths, Weaknesses, Opportunities, Threats) of the showroom operations.
Review competitors’ showrooms and market trends.
Meet with the marketing team to understand current operational impacts.
Week 6:
Begin implementing minor changes to improve operational efficiency and customer satisfaction.
Establish performance metrics and key performance indicators (KPIs) for Reception and Operations Coordinator team
Start planning vendor training sessions and showroom events, coordinating with vendors and setting tentative dates.
Week 7:
Schedule regular team meetings to discuss progress and challenges.
Work on improving the visual merchandising and overall showroom presentation.
Evaluate customer feedback and implement changes to address any operational concerns.
Confirm dates and finalize the schedule for vendor training sessions and showroom events.
Week 8:
Develop a customer engagement plan to build stronger relationships with high-value clients.
Identify potential partnership opportunities with local businesses and designers.
Start tracking and analyzing operational data to measure the impact of implemented changes.
Begin promoting upcoming vendor trainings and showroom events to customers and staff.
SHOWROOM MANAGER
90 DAY PLAN
Goals:
Execute strategies to improve showroom operations and customer experience.
Foster a positive and motivated team environment.
Establish a continuous improvement process for ongoing success.
Successfully conduct vendor trainings and showroom events.
Actions:
Week 9:
Launch new operational initiatives based on analysis and feedback.
Conduct training sessions for staff to enhance their operational techniques and product knowledge.
Week 10:
Review and adjust inventory management practices to ensure optimal stock levels.
Strengthen relationships with key suppliers to ensure timely and quality product availability.
Begin to formalize standard operating procedures (SOPs) for the showroom.
Ensure all preparations are complete for the first vendor training session or showroom event.
Week 11:
Evaluate the effectiveness of the new operational strategies and make necessary adjustments.
Continue to gather and analyze customer feedback for further improvements.
Encourage team members to share ideas and suggestions for showroom enhancement.
Week 12:
Prepare a detailed report on the progress made during the first 90 days.
Meet with Regional Sales Director and key stakeholders to review achievements and discuss next steps.
Set long-term goals and create a plan for sustained growth and success in showroom operations.
Analyze the success of the vendor training session or showroom event and plan for future events.