Job Title

Job Title: Sales & Customer Service Department: Sales and Customer Service SUMMARY 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 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 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 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 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.'' Conversion Support KPI (Sales Floor Coaching Impact) Target: Improve conversion or customer engagement behaviors (tracked via observation) Measure: Coaching scorecards: greet, suggest, close, thank Why it matters: They coach associates to drive selling behaviors. Operations & Merchandising KPIs 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. Planogram / Merchandising Compliance Target: 95% compliance on merchandising guidelines Measure: Weekly huddle with 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, afternoon and evening availability any day of the week 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 stepstool May be required to work overtime on a non-compensated basis Job Types: Full-time, Permanent Pay: $17.85-$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