Description:
GENERAL SUMMARY
The Retail Operations Associate is responsible for serving customers’ needs through accurate and efficient order fulfillment, inventory control, and general warehousing at the retail facility. 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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Demonstrates proficiency in all aspects of order fulfillment; regularly troubleshoots common issues with methods of payment, out of stock products, and customer service incidents.
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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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Understands and is able to identify the root causes of common customer service issues.
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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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Resolves Customer Service Module (CSM) incidents in a timely, accurate, and professional manner as assigned.
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Demonstrates proficiency in using the proprietary app (TCB) for bin locating, product and order stowing, will call logs, will call sweep, curbside pickup, and QPI.
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Stows will call orders with precision and sees stowing through to completion by properly consolidating, bin locating, and organizing orders.
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Participates as assigned in monthly will call sweeps, Quarterly Physical Inventory (QPI), and other cyclical inventory control processes as assigned.
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Assists with fetching/packing/transmitting/staging local delivery orders as assigned.
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Executes warehouse duties including but not limited to preparing outbound pallets, receiving and stowing inbound inventory (internal and supplier), bin locating inventory and customer orders, and general cleaning and organization.
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Provides timely and courteous service to curbside pickup customers by facilitating traffic flow, troubleshooting the mobile kickoff process, and retrieving/staging/closing orders with speed and accuracy.
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Assists locker customers in accessing their personal storage lockers.
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Maintains shipping and handling materials by building boxes and restocking supplies as needed.
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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, and individual must be able to perform each job duty satisfactorily. The requirements below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to individuals with disabilities to perform the essential duties.
Required Knowledge, Skills, and Abilities:
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Proficient in all KLMaint functions including but not limited to credit card transactions, pre-arrival orders, will call generation/processing/consolidation, shipping orders, local delivery orders, product lookup, and customer profiles.
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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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Timely, professional, and clear email correspondence.
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Professional interpersonal communication skills.
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Ability to operate warehouse equipment safely (i.e., pallet jack, hand truck, shipping and handling equipment).
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Proficient in Office 365.
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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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1-3 years’ experience in retail or warehouse 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.
