Description:
GENERAL SUMMARY
The Retail Sales Associate is responsible for delivering a welcoming and positive shopping experience to all customers. Duties include greeting customers when they enter the store, proactively offering assistance, answering questions, making informed product recommendations, processing sales, and maintaining a clean and well-merchandised environment. Additionally, he/she consistently contributes to a positive team environment while demonstrating an awareness of company culture and goals.
ESSENTIAL DUTIES & RESPONSIBILITIES
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Adopts a welcoming, courteous, and proactive approach to serving customers’ needs.
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Develops and maintains a high level of general product knowledge across categories in order to make informed sales recommendations.
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Effectively employs soft skills such as relationship building and active listening and leverages technology (e.g., TCB, customer profiles, purchase history, etc.) to drive sales and provide high quality service.
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Contributes to a positive team environment; proactively offers assistance to colleagues, maintains open communication, and demonstrates awareness of company culture and goals.
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Provides high quality customer service via accurate execution of all foundational point-of-sale (POS) transactions.
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Demonstrates proficiency in using the proprietary app (TCB) for tasks including but not limited to in-store and curbside pickup, bin locating, product and order stowing, merchandising/stocking, inventory lookup, and Quarterly Physical Inventory (QPI).
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Provides timely and courteous service to in-store and curbside pickup customers by facilitating traffic flow, initiating the kickoff process, retrieving, reconciling, carrying out, and closing orders accurately and efficiently.
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Regularly creates and updates customer profiles and captures customer purchase history.
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Participates in QPI preparation and count/verification process.
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Assists locker customers in accessing their personal storage lockers.
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Contributes to a dynamic in-store tasting experience by assisting with set up/break down, communicating effectively about featured wines, and hosting as assigned.
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Regularly attends staff tastings; participates respectfully and listens actively.
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Works to increase knowledge of the wine and spirits industry and associated trends.
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Demonstrates proficiency in identifying the root causes of common issues; regularly troubleshoots common issues with methods of payment, out of stock products, and customer service incidents.
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Understands when to escalate complex orders, transactions, and customer service issues to a more experienced colleague or manager and does so appropriately.
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Communicates professionally in person and via email, phone, and Slack; responds to/resolves requests in a clear, informative, and timely manner.
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Regularly contributes product reviews to K&L’s website, blog, and newsletter.
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Completes facility maintenance tasks as assigned (i.e., supply stocking, retail/office/tasting bar cleaning).
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Maintains facility safety, cleanliness, and organization as directed by company policy and the management team.
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Executes all other duties as assigned.
Requirements:
MINIMUM QUALIFICATIONS
To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements below are representative of the knowledge, skills, and abilities required. Reasonable accommodation may be given to individuals with disabilities to perform the essential duties.
Required Knowledge, Skills, and Abilities:
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Ability to work well independently and as part of a team.
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Strong time management and organizational skills.
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Professional written, verbal, and interpersonal communication skills.
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Timely and professional email correspondence with customers and colleagues.
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Proficient in Office 365 and proprietary app (TCB).
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Ability to operate warehouse equipment safely (i.e., pallet jack, hand truck, shipping and handling equipment).
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Ability to work at least one weekend day per week; flexibility to work early/late or varied days on occasion.
Education:
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High school diploma required.
Required Length and Type of Experience:
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1 to 3 years’ experience in retail or other customer facing environment.
PHYSICAL AND ENVIRONMENTAL DEMANDS
The characteristics below are representative of the physical and environmental demands required by an individual to successfully perform the essential duties of this position.
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Ability to lift and carry up to 50 lbs.
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Ability to stand and walk for up to 8 hours per day.
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Ability to repeatedly lift, push, pull, bend, stoop, twist, and kneel.
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Ability to load, unload, and operate a hand truck safely.
CORE COMPETENCY REQUIREMENTS
All individuals are expected to meet the standards of performance in the core competencies listed below as applied to the position.
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Performance Standards – Sets and maintains high performance standards; pays close attention to detail, accuracy, and completeness; shows concern for all aspects of the job and follows up on work outputs.
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Customer Focus – Consistently provides excellent service; proactively offers assistance; communicates clearly, professionally, and positively; looks for ways to add value beyond customers’ immediate needs; works diligently to find solutions when issues arise.
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Motivation – Displays energy and enthusiasm; commits to putting in additional effort; maintains a high level of productivity and self-direction.
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Reliability – Takes personal responsibility for job performance; completes work in a timely and consistent manner; follows through on commitments, reports for shifts professionally dressed and on time.
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Adaptability – Adapts positively to changing work environments, work priorities, and organizational needs; Able to effectively deal with change and diverse people.
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Teamwork – Contributes to a positive team environment; works effectively with others in the team setting and across departments; able and willing to share and receive information; puts team/company goals first.
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Professionalism – Maintains professional demeanor and communication with customers, colleagues, and management at all times; demonstrates ability to remain professional during periods of high volume or stress.
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Communication – Expresses ideas effectively; organizes and delivers information appropriately; listens actively.
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Integrity – Acts in the best interest of the company; shares complete and accurate information; adheres to organizational policies and procedures.
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Initiative – Takes action to influence events; demonstrates a sense of urgency and responsiveness; generates ideas for improvement; does more than required.
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Problem Solving – Effectively identifies problems, analyzes relevant information, and finds solutions. Escalates issues to management team as appropriate.
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Planning and Organization – Plans and organizes tasks and work responsibilities to achieve objectives; sets priorities; allocates and uses resources properly.
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Compliance – Consistently adheres to all workplace health and safety policies.
