CUSTOMER ENGAGEMENT SUPERVISOR JOB DESCRIPTION
_ Note: This position will be supervising the health and beauty/natural supplements section _
JOB SUMMARY
The Customer Engagement Supervisor is responsible for the daily supervision of Customer Engagement Clerks and Experts within the Customer Engagement department. This includes the scheduling of daily activities including floor coverage and breaks. The Customer Engagement Supervisor will provide training and direction to Customer Engagement Clerks and will provide staff with feedback on their performance in the moment. The Customer Engagement Supervisor will be responsible for completing additional departmental activities and daily work. Additionally, Customer Engagement Supervisors are responsible for promoting and supporting in-store events and other marketing initiatives.
Community Natural Foods Customer Engagement Supervisors must possess genuine excitement to help our customers. The role is responsible for ensuring customers are served effectively, leave educated on the products within the store, and are provided answers for their questions. The target is to ensure proper application of CRE and maintain high customer satisfaction while growing sales.
ORGANIZATIONAL STATUS
Reports to the Customer Engagement Manager. The Customer Engagement Supervisor works directly with the Customer Engagement Management team, Supervisory team and all department staff to contribute to strong team dynamic amongst Customer Engagement department staff.
WORK PERFORMED
DAILY SUPERVISION
Planning and delegating the work of Clerks & Experts including the scheduling of daily shift rotations to ensure all Clerks are appropriately relieved when necessary and to ensure task variety to the team
Schedule daily breaks of Clerks
Train new Clerks and provide on-going training to members of the department
Setting expectations of performance and providing feedback to Clerks in the moment regarding customer interactions and to ensure their compliance with procedures and best practices
Actively managing the work of Clerks by engaging with them, assessing and supporting them and providing tools for development
Enforce policy adherence
Other duties as required
CUSTOMER SERVICE AND ENGAGEMENT
Greet customers and engage with them in accordance with their interest, being attentive to their needs
Communicate with customers with high level of professionalism and with a positive and friendly nature
Address and answer questions about products, and the natural foods industry
Share stories about our products, vendors and farmers with customers
Manage and resolve customer complaints effectively and understand when a situation requires a manager's intervention
Other duties as required
PRODUCT KNOWLEDGE
Develop ongoing knowledge of nutrition, health, wellness, lifestyle and diets broadly and actively share knowledge with customers
ACTIVE PROMOTION OF PRODUCT
Support ongoing interactive and engaging programs to educate customers on the value of products and services from the store.
Communicate sales and promotions, make sales referrals, cross-sell and introduce new products
Other duties as required
SUPERVISION RECEIVED
Reports to the Customer Engagement Manager; work is reviewed in terms of achievement of individual and team goals (daily and weekly) and application of knowledge, skills, abilities and attitude
QUALIFICATIONS
High School diploma required
3-5 years retail experience
High attention to detail, perceptive and attentive
In depth knowledge of the Natural Foods Industry and its products
Exceptional customer service skills
Strong interpersonal communication - both verbal and written
Comfort directing staff and providing feedback
Exceptional conflict resolution - willingness to directly address concerns when they arise
High initiative
Trouble shooting and problem-solving mindset
Product knowledge and sales skills
Passion for sharing information and stories of products, services, vendors and experiences
High EQ - developed ability to relate with people sensitively, tactfully, diplomatically and professionally at all times
Perceptive and attentive to the needs of others
Friendly, positive attitude and high energy
Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
High care for product integrity and proper product handling
Strong organizational skills
Self-motivated
Computer knowledge
Time management skills
High personal ethics and integrity
Ability to work well under pressure
Dependability
ESSENTIAL JOB FUNCTIONS
Stand and walk for extended periods of time.
Bend and stoop to grasp objects and climb ladders. Bend and twist neck and waist, reach above and below shoulders and squat.
Bend and lift loads, not to exceed 50 pounds. Push and pull carts weighing up to 100 pounds.
Environmental exposure to extreme temperatures (coolers, ovens, freezer, outdoors, etc.)
Job Types: Full-time, Permanent
Pay: $16.50-$19.50 per hour
Benefits:
Dental care
On-site parking
Paid time off
Store discount
Vision care
Work Location: In person