Department: Store Management
Employment Type: Full-Time (year-round)
Position: Team Leader / Supervisor
Reports to: Store Manager
Minimum Experience: Experienced Customer Service, F&B, or Retail
Compensation: Competitive hourly based on experience + tips/gratuity earnings
Benefits:
Accessible and supportive owners and manager
Leadership training
Product discount
Our Core Values:
Kilwins values are simple; Treat others as you want to be treated, do your best, and have fun! At Kilwins Fishers, we highlight the following values;
Team: We are team members, not employees
Respect: Treat others as you want to be treated
Integrity: Character matters
Hospitality: Customers will remember the way you made them feel more than the products you sell
Interactions: Every encounter is a customer satisfaction opportunity
Kilwins History / Store History:
Since 1947, Kilwins has been a celebrated quality confectionary, having earned a reputation for providing high-quality Chocolates, Ice Cream, and confections combined with excellent customer service.
There are currently over 180 locations across 26 states. Kilwins Fishers is locally owned and operated. Owners and managment are passionate about customer experience, cleanliness, and creating a fun work environment.
Job Summary:
The Team Leader (TL) is responsible for working with the Store Manager (SM) on delivery of the store conditions and operation of the store. This position requires leadership skills and experience in retail or hospitality operations. They must have an understanding of the store’s business goals and assist to monitor and analyze on results as directed by the SM. They will spend majority of the time serving customers, helping train and oversee staff, make products, and store cleanliness. They must have a clear understanding of the store’s retail systems. Responsibilities include delivering a caring experience to customers, employees, training and development, store merchandising, making products, quality control and continuous improvement. Flexibility, strong communication skills, leadership, and the desire to provide an excellent experience for customers is crucial to success in this position.
Qualifications:
- Experience working with people and working as a team
- Experience with customer service
- Previous sales and retail experience preferred
- Proficient in Microsoft tools such as Outlook, Excel and Word
- Good communication skills (in-person, telephone, etc)
- Time management skills
- Being coachable, able to coach
- Leadership skills
- Previous franchising and/or retail experience preferred
- College preferred, not required
Physical Requirements/Work Environment:
- Must be able to occasionally lift 50 pounds
- Must be able to stand for long periods of time in retail store or training environment
Essential Functions:
- Leadership: Constantly review the store environment to identify problems, concerns, and opportunities for improvement.
- Integrity and Honesty: Provide integrity, honesty, and knowledge that promotes the culture, values, and purpose of Kilwins Brand.
- Growth and Profitability: Work with SM to implement strategies to increase profitability (e.g., corporate sales, hotel marketing, take-it-home, and fudge sales). Work with SM to ensure the Kilwins proven model is followed.
- Training and Development: Help train new team and develop members with Kilwins brand standards and store procedures.
- Customer Relationships: Promote and model Best Practices for building customer relationships. Exceptional hospitality is a top priority. Displays a “Customer Comes First” attitude by training and holding team members accountable for delivering exceptional customer service.
- Operations: Demonstrate the ability to run shifts and oversee store operations. Address issues with the SM in a timely, respectful, and professional manner.
- Store Atmosphere: Maintain an excellent store atmosphere, functionality, and appearance by paying attention to inventory, cleanliness, and positive attitudes. An energetic personality who enjoys the retail environment and creates a fun and exciting store environment for everyone.
- Inventory and Quality Control: Work with SM as needed on inventory and placing orders. Assist with production of special, corporate, and holiday orders.
- Team Development: Ability to build the strength and knowledge of all team members.
- Communication: Excellent communication with other team members and guests. Provide and willing to receive coaching.
- Problem Solving: Constantly review the store environment to identify problems, concerns, and opportunities for improvement.
- Work Schedule: Must be able to work in the store during the busiest time on a daily and weekly basis including days, evenings, nights, weekends, and holidays.
- Technical Skills: Ability to operate a POS system and use of equipment necessary for store products.
- Equipment Maintenance: Assist SM as needed with proper maintenance of appliances; freezers, dipping cases, walk-in coolers, etc., with regularly scheduled appointments to address issues, filters, cleaning, etc.
- Cleaning Duties: General cleaning duties daily, weekly, monthly, and annually as needed; daily cleaning and occasional deep cleaning is a priority.
- Adherence to Standards: Ensure adherence to corporate recipes, food safety guidelines, and quality control.
- Team Management: Assist SM in maintaining a trained staff, and ability to be sure team member levels are adequate and appropriate. Example: ensure busy times like nights, weekends, and holidays are covered.
- Leadership Participation: Participate as required by SM in leadership activities including but not limited to groups, calls, team huddles, and more.
Knowledge, Skills, and Abilities:
1. Leadership skills, with the ability to coach and mentor others
2. Customer service oriented with a great personality and demeanor
3. Ability to multi-task and meet deadlines
4. Effectively manage conflict
5. Run store shift operations independently
6. Organizational and planning skills
7. Problem-solving skills
8. Team-building skills
9. Knowledge of proper food handling and sanitation procedures
10. Ability to help manage and follow established documentation system
11. Must have exceptional written and verbal communication skills in the English language
Other Duties:
Please note this job description is not intended to cover a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Individuals may perform other duties as assigned by the SM.
Projected Total Compensation: $17.00 - $21.00 per hour
Benefits:
Work Location: In person
