Reporting to the Retail Floor Manager/Customer Service Supervisor, Sales & Customer Service is primarily responsible for 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.
REPORTING LINE : Reports directly to: Retail Floor Manager/Customer Service Supervisor
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/Assistant Floor Managers; give each customer immediate and undivided attention; following through on all customer questions and requests; providing product knowledge to assist in and enhance sales; clarifying needs and identifying solutions
- Keep department supplies filled and maintained
- Keep all cases and shelves clean and in good order
- Provide customer feedback to Retail Floor Manager/Customer Service Supervisor
- Handle customer returns, complying with procedure
- Handle customer special orders, complying with procedure
- Be aware and gain knowledge of new products and their placement
- Daily stock replenishment in service area
- Advise Retail Floor Manager/Customer Service Supervisor of stock fulfillment/merchandising/inventory level concerns
- Advise Retail Floor Manager/Customer Service Supervisor 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 demeanor and manages issues professionally and respectfully in accordance with company standards
- Act with integrity and trust, modeling behavior 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
- Superb customer service skills with a desire to provide a outstanding 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 demeanor 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
2) Customer Issue Resolution
Target: Resolve escalated issues in under 15 minutes (or documented handoff)
Measure: Log entries + outcome notes for clear communication
Why it matters: Calm demeanor + 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 behaviors (tracked via observation)