Job Title: Customer Service Merchandiser

Department: Sales and Customer Service

SUMMARY

Reporting to the Retail Floor Managers & Warehouse/Merchandising Manager, the Customer Service Merchandiser is responsible for helping organize and replenish the Customer Service area, while delivering the best possible customer experience. This involves customer-facing activities (e.g., greeting customers, clarifying needs and identifying solutions as applicable), providing customer service and suggesting product to enhance sales, and assisting in the organization of both the retail floor and associated warehouse areas.

REPORTING LINE:

Reports directly to: Retail Floor Managers & Warehouse/Merchandising Manager

Direct subordinates: N/A

MAIN DUTIES:

- Comply with company policies and procedures; supporting company mission, values, and standards of ethics and integrity
- Responsible to meet or exceed all goals and key performance indicators (KPIs) as applicable
- Under the direction of the Retail Floor Managers: give each customer immediate and undivided attention; follow through on all customer questions and requests; provide product knowledge to assist in and enhance sales; clarify needs and identify solutions
- Keep department supplies filled and maintained
- Keep all cases and shelves clean and in good order
- Provide customer feedback to Retail Floor Managers
- Handle customer returns, complying with procedure
- Handle customer special orders, complying with procedure
- Be aware and gain knowledge of recent products and their placement
- Daily stock replenishment in service area
- Advise Warehouse/Merchandising Manager of stock fulfillment/merchandising/inventory level concerns
- Advise Warehouse/Merchandising Manager of dated/damaged/stolen product (empty packaging)
- Practice safe use, proper care and maintenance of all tools and equipment
- Effectively communicate with all Team Members regarding proper department operations
- Attend all department, store and training meetings as required
- Answer telephones with courtesy and proper etiquette




- Operate cash register and tally customer purchases when necessary
- Maintain a calm demeanour and manages issues professionally and respectfully in accordance with company standards
- Act with integrity and trust, modelling behaviour that respects employees, peers and customers in accordance with the core values of the Company
- Comply with the standards, policies and procedures outlined in the Gourmet Warehouse Employee Handbook
- Perform any other duties as requested by management within entire store footprint

QUALIFICATIONS, COMPETENCIES & EXPERIENCE:

- High School graduate
- Prior Sales and Customer Service experience an asset
- Prior Stock Fulfillment and Merchandising experience an asset
- Superb customer service skills with a desire to provide a great shopping experience for customers
- Must be able to work well and communicate effectively and positively with customers and Team Members
- Ability to perform basic math
- Attention to detail
- Reliability and punctuality
- Ability to take own initiative and work under own direction taking accountability and responsibility for actions
- Able to multi-task in a fast-paced environment and maintain a professional demeanour under stressful situations
- Open availability for flexible scheduling including evenings, weekends and statutory holidays
- Ability to stand and walk for extended periods of time

KEY PERFORMANCE INDICATORS:

Customer Experience KPIs

1. Customer Service Presence (On-Floor Coverage)

Target: ≥ 80% of shift spent visible on floor (excluding breaks/admin)

Measure: Manager observation

1. Customer Issue Resolution

Target: Resolve escalated issues in under 15 minutes (or documented hand-off) Measure:



Log entries + outcome notes for clear communication

Why it matters: Calm demeanour + conflict management.

Sales & Performance KPIs

1. Department Sales vs. Daily Plan

Target: Meet/exceed daily department goal on assigned shifts (e.g., ≥ 100% to plan) Measure: Daily sales reports vs. plan

Why it matters: “Meet or exceed all goals and KPIs.”

1. Conversion Support KPI (Sales Floor Coaching Impact)

Target: Improve conversion or customer engagement behaviours (tracked via observation) Measure: Coaching scorecards: greet, suggest, close, thank

Why it matters: They coach associates to drive selling behaviours.

Operations & Merchandising KPIs

1. Stock Replenishment Completion (Service, Knife, Electrical Area & Home Decor Readiness)

Target: 100% completion of replenishment tasks by set time (ex: before peak or direct manager to provide) Measure: Daily task list completion + upon stock arrival to Hastings Street.

Why it matters: Ensures product availability for customers.

1. Planogram / Merchandising Compliance

Target: ≥ 95% compliance on merchandising guidelines Measure: Weekly huddle with Warehouse/Merchandising Manager

Why it matters: Reinforces consistency.

WORKING CONDITIONS:

- Hourly Full Time: Generally scheduled 39 to 40 hours; more hours may be required based on the needs of the store
- Requires morning and afternoon availability any day of the week, with some evenings during holiday hours.
- Physical ability to perform tasks that may require prolonged standing, sitting, and other activities necessary to perform job duties
- Minimally must be able to lift 25 pounds without assistance; may lift over 25 pounds with or without assistance
- Ability to climb a ladder and use a step stool

Pay: $18.75-$20.00 per hour

Benefits

- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care

Work Location: In person

📌 Customer Service Merchandiser (Vancouver)
🏢 The Gourmet Warehouse
📍 Vancouver