Retail Operations Specialist

Retail Operations Specialist (ROS) is responsible for supporting garden center teams in all areas of operations and inventory control, acting as a primary liaison for accounting, external systems partners, and supporting divisional growth by improving store execution and efficiency. The ROS will improve the overall performance and efficiency of store teams and the retail division through development and management of centralized operational functions including but not limited to inventory control, systems management and support, facilities management, reporting, and non-product procurement.

Service Desk management 

• Monitoring, response, and resolution of Retail Tickets submitted through Service desk platform.
• Meet Service Level Agreements for retail service desk tickets.
• Counterpoint user access control including new hire activation, employee terminations, employee discount and troubleshooting access issues.

Point of Sale (POS)/ Operating Systems support

• Oversight, creation, and maintenance of seasonal POS tiles.
• Creation of POS instructions, discount codes, and tiles.
• Support POS operations and functions by acting as the primary systems contact with RCS support team, managing RCS support tickets.
• Responsible for executing, programming, and preparing operational communication for all garden center programmed promotions.

Reporting

• Run and publish Weekly Retail division sales reporting.
• Oversight and execution of Month end reporting and reconciliation acting as primary contact for resolution of discrepancies between stores, vendors and GSC AP

Centralization of Workflow

• Partner with Retail Operations Manager to identify and act on opportunities for centralization of workflow and communications across all stores.
• Management of centralized discount and deferred payment application system including account creation, application approval, customer communication.
• Creation, development, and management of centralized non product purchasing system and vendor consolidation program.

Inventory Control

• Oversight of execution of all Physical inventories including process and goal setting.
• Act as primary inventory control resource for all garden centers overseeing annual physical inventories and Cycle counts.
• Identify the need for and direct inventory cycle counts to ensure accurate inventory. 
• Act as a resource for the buying and operations teams related to vouchering, invoicing, and cycle count issues. 

Operation Process Development, Documentation, and Communication

• Develop operational best practices in partnership with identified in store experts including but not limited to the areas of Daily Operations, Inventory Management, Facilities Management, and Safety
• Document, publish and communicate policy, procedure and training material for stores and retail home office.
• Oversight of orientation presentations and seasonal training videos.
• Ownership of the Retail Store Portal, collaborating cross-functionally to ensure timely posts of well-detailed tasks, announcements, and calendar events. 

Preventative Maintenance & Renewals

· Documentation and oversight of preventative maintenance plans on vehicles, equipment, and buildings. 

· Oversight of DOT (Department of Transportation) requirements and renewals, including qualified driver documentation and driver insurance.

· Management of all regular renewals, including vehicle registration, United Carrier Registration, nursery and retail licenses and scale certifications. 

· 3 years operational experience.

· 5 years customer service experience in direct-to-consumer sales or managing internal service level agreements required. 

· 3 years of back end operating systems POS, ERP or equivalent experience required.

· Strong Excel skills required including data analysis. 

· Strong analytical ability is required to gather, summarize and create action plans based on data, find solutions to various administrative problems, and prioritize work.

· Demonstrated experience in process development and streamlining operations. 

· Knowledge and experience with Point of Sale (POS) computer programs required. 

· Strong problem-solving skills required. 

· Strong written and verbal communication skills required.

· Continuous and accurate attention to detail required.

· Strong time management skills required to manage deadlines, workload, and competing priorities.

· Strong team building skills required.

· Ability to stay organized, focused and calm in a fast-paced environment.

· Must be available to travel to remote stores, work weekends, overtime may be required.

· Advanced gardening/ horticultural knowledge preferred.

· Team player focused on positive outcomes for the company and team.

Physical Requirements

Ability to work in an office environment, but also the ability to drive to the 5 retail store locations.

 

Work Environment

Office Setting