Customer Service Representative

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

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.”

2. 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

1. 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.

2. 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

Pay: $18.25-$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