Retail Customer Service Supervisor

The Service Manager, in conjunction with the Store Manager, will provide leadership and direction to the entire store team, demonstrating a customer focused, ethical and professional presence. The Service Manager must have strong business acumen driving sales and KPI’s through seeking optimal results by closely monitoring stores performance and ensuring goals are met. The Service Manager must hold their team accountable by ensuring an optimal customer experience at all times. They must possess the skills to inspire, motivate and build strong teams and require an environment of engagement that enhances customer relationships and perception of the brand. As a member and leader of the team, this leader must be collaborative and have the team spirit necessary to support others through ideas, best practices and attainment of results.

E S S E N T I A L J O B D U T I E S :

• Uphold inventory control to minimize loss by complying with all BCC and company inventory control procedures, product waste procedures and vendor delivery procedures.
• Foster and cultivate a culture that ensures the customer is at the center of every single decision and action.
• Partners with the SM to maximize store volume and profit in accordance with store/company goals-through excellent staffing, superb customer service and attention to detail in a fast paced environment
• Leads training, coaching, engagement, retention, and recognition initiatives for all store employees
• Ensure that all standards of organization, safety, and cleanliness are exceeded. Able to assess situations and provide quick and educated decisions to rectify customer complaints and conflict
• Ensure service, merchandising, and operational standards are met to maximize sales Build effective and knowledgeable teams that create a welcoming and inviting place for everyone
• Understands and embraces a close relationship with HQ and District/Region Leadership
• Understands how to hold teams accountable, but does so with an understanding of their personal responsibility to ensure teams are trained, coached, recognized and motivated.
• Displays the highest degree of ethical conduct, integrity and professionalism
• Ensure excellent customer service through product knowledge to drive sales, KPI’s and customer retention.
• Identify underperforming metrics and develop strategies that leverage company programs, tools, and resources to improve and grow the business.

NO N - E S S E N T I A L J O B D U T I E S : Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

E S S E N T I A L F U N C T I O N S :

• Ensures compliance with all Sweet Flower inventory control procedures.
• Ensures all team members are compliant with all BCC regulations.
• Assist in daily store recovery and replenishment and store sanitation. Promote current sales promotions, marketing initiatives and new product launches to customers.
• Drives excellent customer service through product knowledge and service to drive sales, KPI’s and customer retention.
• Promote and abide by all company policies, procedures, and loss prevention practices.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Handle customer returns, issues and complaints in a proactive and professional manner with customer retention aways in mind, escalating to the appropriate parties when necessary.
• Maintains all company standards including store selling floor cleanliness, back room organization, visual presentation and safety standards at all times
• Uphold inventory control to minimize loss by complying with all BCC and company inventory control procedures, product waste procedures and vendor delivery procedures.
• Assists monitoring trends and makes recommendations for maximizing goals and objectives.
• Actively pursue brand and product knowledge through company and vendor provided tools and resources.
• Complete sales transactions courteously and maintain proper accountability at registers
• Monitors and manages delivery business. Performance management and coaching of all team members in partnership with Director of Stores/ Store Manager and Human Resources.
• Assess customer needs, provide assistance and information on product features and offerings

Pay range: $23-$25/ hr