Job Description

Support retail staff in their daily routines, ensuring store operations run smoothly and efficiently, and customers have an
exceptional shopping experience. Perform a variety of duties including assigning daily tasks and ensuring team
members remain on task; observing performance during the shift; making sure shelves are clean, organized and well stocked; assisting customers and resolving problems; ensuring that all closing checklist items have been completed;
monitoring for safety; and communicating with the next shift leader to help prepare him/her to run a successful shift.

JOB DUTIES AND RESPONSIBILITIES

• Function as the go-to resource for retail staff while on duty.
• Assign tasks to keep the store running smoothly; ensure all tasks are completed by the staff for that day before
  leaving at night.
• Plan daily schedules and ensure that positions are covered throughout the day (e.g., scheduled breaks, call-ins)
• Proactively review and monitor the customer experience and address any areas of concerns (e.g., wait times,
  cleanliness/store appearance, service, merchandise availability, signage)
• Assist customers with questions, concerns, or complaints in a professional and positive way; ensure all issues
  are resolved in a timely manner
• Motivate the team during demanding service periods; provide recognition and constructive feedback throughout
  the shift as appropriate
• Train and develop new employees; provide coaching for ongoing improvement
• Handle or escalate any store or employee-related issues; document as appropriate for the store manager or
  store supervisor to review
• Approve refunds
• Get change if needed for the cash drawers
• Ensure the safety and security of the store by making sure doors are locked and the alarm is set; the store safe
  is shut and locked
• The Creamery: Make sure that the receiving room in order and cheese is not left out at night
• Act as a role model in representing the company, the team, and themselves
• Perform any of the duties of the retail store associate
• Follow all safety and sanitation procedures
• The requirements herein are intended to describe the general nature and level of work performed by employee,
  but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required

Qualifications

EDUCATION AND EXPERIENCE

• High school diploma or equivalent preferred
• 1 to 2 years of retail, customer service, or related experience
• Demonstrated ability to deliver excellent customer service and leadership attributes or team leadership
  experience
• SMK_HGRO10 Retail Store Shift Lead (1)
• Certification and/or License – may be required during course of employment

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong customer service skills
• Able to respond courteously and efficiently to inquiries, complaints, and requests
• Able to work in collaboration effectively and foster good teamwork
• Able to motivate others in a positive and constructive manner
• Able to demonstrate solid judgment and decision-making skills
• Able to resolve internal conflicts with tact and professionalism
• Able to organize time, energy, and resources effectively to achieve goals (i.e., organizational skills)
• Attention to detail and able to multi-task
• Problem solving skills
• Able to communicate clearly and effectively, both verbally and in writing
• Familiarity with food safety regulations and practices to maintain a clean and hygienic work environment
• Must be able to read, write and speak English