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The Jaybro Story

As a company we have changed a lot since we began in 1996, however our foundational values remain the same.

Consider it DONE

Jaybro was started by Steve Joyce in early 1996. Steve had been in the construction industry for many years and he identified a need in the marketplace because he experienced:


1. Paying too much for site consumables,
2. Being given large catalogues of items from suppliers, but many of them weren’t in stock and the goods would be often delivered several days later;
3. Waiting days for road and safety signs to be made,
4. The ongoing frustrations of; calling the suppliers and they would only ask for a part number when he tried to describe the product he was looking for, or worse still, they weren’t even open when he called at 7am.

So Steve started Jaybro from his garage with the commitment to:


1. Providing same day delivery to sites.
2. Keeping all products in stock in bulk so there were very few back orders – focusing of delivering the order in full the next day.
3. Making special signs overnight.
4. Ensuring all customer service staff were well trained and had industry experience and knowledge. People that knew the products so they could correctly assist customers on the phone quickly.
5. Open the office at 6:30 in the morning so the sites could get their orders in at the start of the day. Today Jaybro still lives by these values servicing civil and building contractors Australia wide.

Today Jaybro still lives by these values servicing civil and building contractors Australia wide. Steve’s legacy of providing the WOW factor to our customers is celebrated with a Chairman’s Award that is presented monthly to a team member, voted by their peers, recognising that they live by our mission statement:

‘To make life easier for construction contractors’.

The Chairman’s Awards is designed to reward Jaybro staff who go above and beyond to service our customers or think outside the box to provide solutions to a customer’s specific needs.

Consider it DONE

Our Mission

To make life easier for construction contractors

Consider it DONE

How?

  • 1
  • Buy direct and save

    By making and importing 80% of our own products and selling direct to the trade, this cuts out the margin of a middle man and means lower prices for you. We are the only supplier who is prepared to publish our prices and to demonstrate how confident we are about our prices we guarantee to better any lower price by 5%!
    - DONE

  • 1
  • Same day delivery in metro areas

    Using our own fleet of dedicated drivers in the metro areas we can deliver direct to your site the same day. Order before 10am for delivery before 4pm or order before 4pm for delivery by 10am the next day.
    - DONE

  • 1
  • No backorders

    By 'selling what we stock and stocking what we sell, it enables us to keep a much greater depth of stock than our competitors, this means 99.8% of orders are delivered in full... the first time!
    - DONE

  • 1
  • Custom signs made within 24 hours

    By making all our own signs in house, we can make and deliver special signs within 24 hours*.
    - DONE

  • 1
  • 'Consider it done'

    Our customer service team is different to our competitors, the team is made up of people who have come from the trade, they can quickly understand what you are looking for, they don't ask for part numbers and they are ready to take your call from 5am to 7pm Monday - Friday.
    - DONE

  • transport
-

* Conditions apply around the quantity and type of custom signs available within 24 hours.

Jeremy Joyce

Jeremy Joyce

Jeremy has been involved with the business since it began by default because the first office was outside his bedroom! Once Jeremy finished his studies he became actively involved in the business with a passion for marketing. In 2011 Jeremy chose to do a 4 year stint in managing a not-for-profit organisation for 4 days/week to broaden his experience and skillset. In 2015 Jeremy came back into the business as CEO with a plan to put the building blocks in place to take Jaybro to the next level.

What is your current position?

As Managing Director here at Jaybro, my role is to set the strategy for the business and then deliver on it for the shareholders. This Involves meeting customers to understand what their needs are and what we can do better & engaging with the team to bring about alignment to our strategy.

What problem do you solve for Jaybro's customers?

Our customers don't have it easy, from battling the elements outdoors, to managing projects and their cash flow. Jaybro is like the glue that helps bring projects together successfully by ensuring we have what they need in stock and we deliver it fast with a 'Consider it done' attitude.

What would you say most motivates you to do what you do?

I am motivated by 2 key things.

  1. Seeing our team walk in the door each morning with a smile on their faces, enjoying coming to work.
  2. Speaking to customers who say.. "We couldn't run our job without Jaybro"...

Trent Joyce

Trent Joyce

Trent came to work in the Jaybro customer service team the day after he left school. Trent quickly showed a flair for driving sales growth and soon became the national sales manager. Trent is a people person with a driving personality, he enjoys himself most when he sees the results of well thought out methodical plans to grow profitable revenue.

What is your current position?

National Sales Manager

Can you give me a brief overview of what it is you do?

As the national sales manager of Jaybro, I am responsible for building and maintaining, long-lasting customer relationships, developing key growth strategies and understanding industry specific trends.

What problem do you solve for Jaybro's customers?

The problem we solve is to eliminate the need for multiple suppliers and to make life easier for our customers. By selling what we stock and stocking what we sell, it enables us to keep a much greater depth of stock allowing us to deliver 99% of order in full and on time. As sales manager, it is my responsibility to quickly isolate problems, suggest solutions and implement action to ensure our customers are satisfied.

What would you say most motivates you to do what you do?

Leading and mentoring our sales team. I'm motivated by being as effective as possible, I'm continually looking for ways to "challenge the status quo"

What is the purpose behind Jaybro?

In essence, it to make life easier for our customers. This means providing the best service & pricing to our customers, with a product range tailored to the work they do.

Ben Nightingale

Ben Nightingale

Ben first started with Jaybro in 2014 to manage the customer service team. Ben’s capacity to manage people, understand numbers and streamline workflows stood out within weeks. Subsequently, Ben was promoted to Operations Manager and then Chief Operations Officer. With an MBA in Business and 14 year’s experience in roles covering production, logistics and project consultancy Ben is integral to the seamless delivery of ‘WOW’ service!

What is your current position?

My current position is Chief Operating Officer.

Can you give me a brief overview of what it is you do?

I manage the day to day operations of Jaybro for all sites nationally. I am involved in making sure the orders are fulfilled from order entry to delivery on site. I also work on the operational strategy to fulfil Jaybro's long term vision.

What is the purpose behind Jaybro?

The purpose of Jaybro is to make life easier for the construction contractor, we do this through; buy direct and save, same day delivery, no back orders, signage made fast and our teams living the motto of "Consider it done".

What problem do you solve for Jaybro's customers?

Fulfil customers' orders, making sure they go out within the timeframe, in full and on time. To make "life easier for construction contractors"

What would you say most motivates you to do what you do?

I am a self-motivated person however in my role I am motivated the most by continuous operational improvement, this is through challenging the status quo through leading great teams in production, receiving and logistics and making sure we are always going above and beyond in everything we do so customers are wowed with the Jaybro experience.

Craig Higgins

Craig Higgins

Craig Higgins joined Jaybro in January 2016 as the Chief Financial Officer. Craig is responsible for setting the strategic direction of the company and supporting the execution and delivery of this direction. As a Senior Manager with PwC for 14 years and previous director of ASX listed companies, Craig brings extensive experience in corporate finance advisory, investments, strategic and operational management, and mergers and acquisitions. In his financial career, Craig has achieved an ACA (Australia, New Zealand) and a BMS (Waikato University).

What is your current position?

I am the Chief Financial Officer.

Can you give me a brief overview of what it is you do?

I am involved, in conjunction with the management team, setting the strategic direction of the company and in its execution and delivery.

What problem do you solve for Jaybro's customers?

Recently we have captured customer Proof of Delivery signatures and applied them to the customers invoice to allow the customer's head office to immediately confirm the receipt of goods at their remote operating sites

What would you say most motivates you to do what you do?

Participating in an energetic environment supporting the builders of Australian infrastructure.

What is the purpose behind Jaybro?

To make the site managers job easy.

David Piljek

David Piljek

What is your current position?

IT Manager

Can you give me a brief overview of what it is you do?

Strategically ensure the Jaybro Groups IT environment is efficient, scalable and secure.

What problem do you solve for Jaybro's customers?

To provide our staff with IT systems that operate in a way that better serves our customers.

What would you say most motivates you to do what you do?

The complexity and detail required to get things right.

What is the purpose behind Jaybro?

Supplying the civil industry with products in an efficient manner whilst maintaining a high level of service.

Elaine Donnelly

Elaine Donnelly

Elaine Donnelly joined Jaybro in November 2016 as an interim HR Generalist and Learning & Development Consultant, whilst the HR Manager was on maternity leave. Elaine is responsible for developing and implementing policies, frameworks and solutions in line with the Human Resources Strategy. Elaine’s experience of over 25 years in the learning and development space provides Jaybro with an innovative approach to attracting and retaining best talent and a strong understanding of best practice principles in employee management and advancement. Critical to Elaine’s role is the development, implementation and ongoing management of the Jaybro Learning Management System.

What is your current position?

HR Generalist/Learning & Development Consultant

Can you give me a brief overview of what it is you do?

I drive change, developing and implementing policies, frameworks and solutions in line with our Human Resources Strategy. I provide trusted advice on policy and best practice principles to support the business goals and play a fundamental role in supporting both HR and Organisation wide initiatives. Critical to this role is the development, implementation and ongoing management of our Learning and Development program.

What problem do you solve for Jaybro's customers?

The key to growing our business is our people. We recruit in-house because we know the business inside and out and can therefore attract and retain the best talent to service our clients. Our recruitment processes, quality induction and continuous learning and development programs provide staff with a solid foundation of expertise to ensure that no matter who you speak with at Jaybro, you will receive WOW service.

What would you say most motivates you to do what you do?

I'm motivated by providing great service, whether it's onboarding a geat new recruit, helping staff with their professional development or promoting team engagement.

For me it's all about ensuring we have happy and motivated employees working in a caring and supportive environment that allows them to develop and grow with the company.

Gavin Jones

Gavin Jones

What is your current position?

Ecommerce Manager

Can you give me a brief overview of what it is you do?

Essentially my day is focused on giving our customers the best online experience possible when sourcing goods, enabling them to browse our products, get fast quotes and access to their accounts via the internet.

What problem do you solve for Jaybro's customers?

The problem I solve is letting our customers shop when it suits them. Our customer are busy people, they want to order products & browse information out of business hours and I'm in the team that makes this happen.

What would you say most motivates you to do what you do?

Two things motivate me,

  1. Hearing our customers say how easy it is to shop online with Jaybro.
  2. Knowing that I help provide Australian's with the safety equipment that ensures they go home safe every day.

What is the purpose behind Jaybro?

Our purpose is simple, we make life easier for our customers.

Louis McCorkell

Louis McCorkell

Louis joined Jaybro in 2014 as the Marketing Manager. As Marketing Manager, Louis is responsible for coordinating all activities that Jaybro undertake to generate leads, building interest in the product range and strengthen our brand in the marketplace. With a Diploma in Marketing, Louis brings the knowledge to ensure that every customer touchpoint aligns with the company mission and reflects the values that make us different.

What is your current position?

Marketing Manager

Can you give me a brief overview of what it is you do?

As marketing manager, my job is coordinate all activities that we undertake to generate leads, build interest in the product range and strengthen our brand in the market place. This means ensuring that every customer touchpoint aligns with the company mission and reflects the values that make us different.

What would you say most motivates you to do what you do?

Very simply, it is the challenge of capturing attention and generating a response. Every marketing activity is different in some way and continually working to improve the response from each campaign is what motivates me in my role.

What is the purpose behind Jaybro?

Our mission is to make life easier for construction contractors. The foundational values identified over 20 years ago focused on taking the pain and hassle out of purchasing site consumables; and they still drive the business every day.

Laurie Joyce

Laurie Joyce

What is your current position?

Head of Customer Service.

Can you give me a brief overview of what it is you do?

I'm responsible for managing the relationships between Jaybro and its customers, developing customer service policies and training staff members on how to deliver the highest level of service.

What problem do you solve for Jaybro's customers?

Providing pre and post-sales support to customers, our customers rely on Jaybro to fulfil their requirements - in order to meet their own deadlines, meaning often I'm pushed to think outside of the box to deliver a solution to a customer's specific problem.

What would you say most motivates you to do what you do?

Our customer's feedback. Receiving comments on my team's performance and hearing people say that 'we can always rely on Jaybro' or 'your Customer service is...'

What is the purpose behind Jaybro?

The purpose, I guess it's to make life easier for our customers, to deliver what others can't when others won't, and to do it with a 'Consider it done' attitude.

Consider it DONE

Team engagement is critical to us. To collect and manage this we use a program called ‘Officevibe’.

Officevibe provides a simple way to measure employee satisfaction and give us actionable tips to help make our workplace more enjoyable. Officevibe is totally anonymous so everyone in the team feels confident to share what they really think.


When asked what motivated the staff to come to work (aside from money), the staff responded with these comments..

  • Good fast paced atmosphere.
  • Simple systems and processes, realistic targets, good managers.
  • The culture and challenges from superiors.
  • All challenges especially meeting and surpassing quarterly revised targets.
  • Always more than enough to do, never bored.
  • Clarity of expectations, work environment, benefits.
  • The flexibility and appreciation for the contribution done.
  • Challenge, benefits, work environment.
  • Expectations are clear. Matches my way of working - do things fast and get results.
  • People are very friendly and everyone is very respectful.
  • Challenging and very rewarding!
  • A chance to do a bit of every thing.

What is one thing that Jaybro is doing well when it comes to the values and the mission of the company?

  • We have a weekly meeting to discuss progress and bring forward new ideas for the future. Values are very clearly defined followed closely as being essential to moving forward in business.

What’s the #1 thing that makes you want to recommend Jaybro?

  • Good atmosphere, fast pace and supportive.
  • They are very flexible when it comes to anything to do with employee needs. Whether it’s start and finish times, lunch times, or holidays they take into account our lifestyles and work with what works best for them.
  • Great culture.

What satisfies you the most about what Jaybro is offering (challenge, clarity of expectations, resources, work environment, benefits, ...)?

  • Challenges, training and then the recognition and feedback when things are going well.
  • Ownership is key within my position. Obtaining results which create excitement. Sales is based around results and benefits are key to the hard work.

What are some things that Jaybro does well to let you grow professionally?

  • Company focus is always changing, keeping things fresh and exciting

What’s one thing about Jaybro that helps you be happy(at work or home)?

  • I enjoy the industry and the duties I perform.
  • Nice people to work with.
  • My role is challenging and interesting and it makes for a great job and place to work.

OUR CORE VALUES

 

Consider it DONE
  • Jaybro is an outstanding company, our service is outstanding, and we want our people to be outstanding.
  • We expect every employee to consistently deliver WOW.
  • Our customers pay us for the service and stay with us because we go above and beyond.
  • Our customers tell us they want a consistent, dependable service and that is what we deliver.

Consider it DONE
  • We don't get caught up in the detail.
  • We must never lose our sense of urgency, time is the world's most precious commodity – we must NEVER waste it.
  • We want to create an environment that is fast paced, results driven and exciting.
  • We believe in working hard and putting in the extra effort to get things done.
  • We must measure what matters – what gets measured gets done.

Consider it DONE
  • We firmly believe open and honest communication removes the anxiety of the unknown.
  • We believe operational excellence comes from simplification.
  • We understand if it's complicated it costs time and money.
  • We do what we say so we don't have to make up complicated excuses.

Consider it DONE
  • We must never settle for "good enough" because good is the enemy of great.
  • We never want to become complacent and accept the status quo just because "that is the way things have always been done around here".
  • We embrace and drive change, it's here to stay.

Consider it DONE
  • We are more than just a team, we are a family.
  • Our team members have families to feed and care for - they deserve a safe, enjoyable, challenging and rewarding atmosphere, so they love coming to work every day.
  • We watch out for each other, care for each other and go above and beyond for each other because we trust each other.
  • We must pay our bills on time and we expect the same from our customers.


The 'JaybroWay' Checklist


Everyone is aligned with the #1 thing that needs to be accomplished this quarter to move the company forward.


  • The Critical Number is identified to move the company ahead this quarter.
  • 3-5 Priorities (Big Rocks) that support the Critical Number are identified and ranked for the quarter.
  • A Quarterly Theme and Celebration/Reward are announced to all employees that bring the Critical Number to life.
  • Scoreboards with Quarterly Theme/Critical Numbers are posted throughout the company and employees are aware of the progress each week.

Communication rhythm is established and information moves through the organisation accurately and quickly.


  • Sales reports are emailed to all employees daily.
  • The leader emails a weekly 'update' report on all key KPIs to all employees weekly.
  • All employees have a weekly 'Accountability' meeting to review KPIs, goals for this week and discuss any issues or roadblocks.
  • The executive and middle managers meet for a day of learning, resolving big issues, and DNA transfer each month.
  • Quarterly and annually, the executive and middle managers meet off-site to work on the 4 most important goals or issues preventing '10x' (increasing our business by 10 times)

Everyone within the organisation knows what they are responsible for.


  • Each manager knows their 5 key KPI's and they are incentivised to improve these each quarter.
  • Each employee has a position description that is reviewed and refreshed every quarter.
  • Each team has their own scoreboard tied to a team incentive plan.

Ongoing employee input is collected to identify obstacles and opportunities.


  • All employees have the opportunity to provide anonymous feedback on their engagement, issues and ideas.
  • Anyone with people reporting to them have their team provide them an anonymous 'peer review' quarterly.
  • A mid-management team is responsible for the process of closing the loop on all obstacles and opportunities.

Reporting and analysis of customer feedback data is as frequent and accurate as financial data.


  • The 'Net Promoter Score' system is used to survey all customers every 3 months.
  • The feedback from customer surveys are reviewed at the weekly executive team meeting.
  • A mid-management team is responsible for the process of closing the loop on all customer feedback.
  • The CEO must meet with 2 customers/week to gain feedback and ideas.

Core Values and Purpose are 'alive' in the organisation


  • Core Values are discovered, purpose is articulated, and both are known by all employees.
  • All Executives and middle managers refer back to the Core Values and Purpose when giving praise or reprimands.
  • HR processes and activities align with the Core Values and Purpose (hiring, orientation, appraisal, recognition, etc.).
  • Action are identified and implemented each quarter to strengthen the Core Values and Purpose in the Organisation.

Employees can articulate the following key components of the company's strategy accurately.


  • Big Hairy Audacious Goals (BHAG) - Progress is tracked and visible.
  • Core Customer(s) - Their name and profile in 25 words or less.
  • 3 Brand Promises - And the corresponding brand Promise KPIs reported on weekly.
  • Elevator Pitch - A compelling response to the question "why should customers buy from us?"

The Company's plans and performance are visible to everyone.


  • Core Values, Purpose and Priorities are posted throughout the company.
  • Scoreboards are up everywhere displaying current progress on KPIs and Critical Numbers.
  • There is a system in place for tracking and managing the cascading Priorities and KPIs.

Consider it DONE

The Net Promoter System is a way of doing business.

Every level of the organisation is focused on quality customer relationships. The link between customer loyalty and true sustainable organic growth is well established. After each transaction (but not more than once every 90 days) a survey is sent to our customers asking two simple questions.


NPS feedback is gathered using a survey that ask two simple questions;

Consider it DONE

Competitive Comparison NPS Scores

Consider it DONE

Collecting and acting on customer feedback. In real-time.

Partnering with Ask Nicely, Jaybro is able to measure and improve customer experiences with an integrated NPS framework, that collects customer feedback, engages with Jaybro staff and closes the loop on negative feedback by opening the communication channels by understanding why the customer was not satisfied with their experience.

SCORE

Consider it DONE

These are individuals who have high levels of customer satisfaction and would readily recommend Jaybro to others.

Consider it DONE

Individuals that are satisfied with Jaybro, but aren’t ecstatic.

Consider it DONE

These people aren’t happy at all. They may say negative things about Jaybro and cause others to see us in a negative light.
The qualitative feedback provided, in the form of a comment, also gives you a chance to learn exactly what’s keeping customers unhappy and therefore what changes needed to be made.

See how Ask Nicely works below in this short video


What is NPS and what does this mean for you as a customer?

NPS or Net Promoter Score allows Jaybro to quantify how satisfied/unsatisfied our customers are, as well as why they’re satisfied or unsatisfied.

Have you ever gone on-site or started a new job in an area that is unfamiliar to you? I have and normally the first question I ask is “what’s good around here to eat?” – Without even knowing I’ve asked someone to score the goods and service of a supplier based on their own experience.

Imagine if those local shops knew what the person you asked thought of their food and service - comments like “don’t eat there, it takes too long” or “the portions are tiny” are matters easily resolved, if they knew it was effecting their customers.



Consider it DONE

Jaybro is an outstanding company, our service is outstanding, and we want our people to be outstanding. They deserve a safe, enjoyable, challenging and rewarding atmosphere so they love coming to work every day.


Our outstanding culture comes from hiring the most talented people, the right person for the job. We’re pleasured to say that many of our managers have been promoted up from various positions within the business because we invest in our people to give them the best opportunities.

We take great pride in having created a workplace culture that fosters diversity and acceptance, built upon Jaybro’s core values Jaybro that were established more than 2 decades ago and It’s this outstanding culture that sets us apart enabling us to deliver the ‘JAYBRO WOW’ to customers.

Our successes, exceptional customer service and commitment are underpinned by our culture and a unique philosophy that every employee is a business owner and Jaybro is their customer.

This unique approach towards ownership allows our staff to become leaders, providing them with more flexibility and control over their roles has developed a culture of highly committed employees who are willing to go the extra mile to achieve success.

We operate a non-hierarchical structure, Jaybro’s managing director doesn’t sit behind a locked door, instead, his desk is located amongst the staff in an open plan office ensuring inclusiveness and open communication.

Our commitment ‘to make life easier for construction contractors’ does not just end with supplying products.


At Jaybro one of our core values is to challenge the status quo, we never want to become complacent and accept the status quo just because “that is the way things have always been done around here” we embrace and drive change, it’s here to stay. We are committed to ensuring that at the end of working life you can look back and see your time at the company as one that enhanced your skills and allowed you totake the next step in your career.

Our library is a great source of knowledge and inspiration.


We have a library, with REAL BOOKS.. You can turn the pages of a book and learn about business, management, personal development, sales, marketing, leadership... the list goes on. Checkout some of the recommended reading you find in office by clicking on the following link - view Jaybro's recommended reads


tool box

Our staff use Jaybro ToolBox, it’s our online self-improvement application.


THE TOOLBOX is our staff training portal. It’s used to on-board new staff, manage our classroom training and deliver engaging and specific eLearning content. Staff can select from a wide range of training courses to manage their own development requirements.


Customer Centric - Meet Pat


From end to end, our business has been built from the ground up to serve Pat. Jaybro is genuinely customer centric, every decision we make we think about how this will affect Pat.


meet pat