JOB SUMMARY:

Maximize customer satisfaction and improve sales, oversee store personnel, oversee operations to maximize profits, enforce policies, procedures and follow through with established standards.

JOB DUTIES:

Maximize Customer Satisfaction and Strive to Improve Sales

• Set Customer Service 1 as the priority through relationship building with our customers and staff
• Create a pleasant and positive work environment
• Ensure internal and external store presentation is attractive, well maintained, and clean

Oversee Operations to Maximize Profits

• Goal setting on improvement of store operations and controllable items
• Monitor labor budget and schedule to meet store needs and control expenses
• Ensure store policies are being followed to minimize shrink
• Ensure policy compliance on product handling, rotating, facing, stocking, vendor check-in, handling damaged goods, maintaining freshness, cooler temperature levels
• Monitor store orders to increase sales and control waste
• Develop a relationship with vendor reps to support store inventory needs to increase sales
• Analyze reports to spot sales trends, unusual shift activity, store problems; take-action to improve execution of current marketing plan
• Ensure compliance of cash handling and reporting; i.e. shift close outs, daily close out, store summaries, deposits, price changes, register audits
• Control, minimize, and accurately record store expenses such as supplies, products for store use, utilities (write off sheets)

Oversee Store Personnel –

• Select, direct, coordinate store employees
• Ensure that Customer Service 1 is the priority for all store employees
• Set work list, priorities and delegate tasks with appropriate follow up
• Recognize and follow through on training and development needs, set goals and coach to achieve goals
• Prepare and review performance appraisals, ensuring they are up-to-date, fair, motivating, accurate
• Attend to employee concerns in a timely and appropriate manner
• Communicate upcoming events, promotions, changes
• Ensure policies and procedures are understood and followed
• Plan and post work schedule in accordance with policy, shift business, employee requests/abilities, allotted hours, anticipate needs, monitor attendance and staffing
• Record payroll accurately and submit all information, and paperwork (including schedules) to payroll office
• Maintain company/employee reports in a timely and appropriate manner
• Encourage employee involvement through Continuous Improvement format

Ensure Customer and Employee Safety: Secure Facility and Assets

• Ensure internal and external store areas are kept free of safety hazards
• Follow policy for safeguarding keys and other company assets
• Ensure understanding and compliance with liquor, safety, and health-related policies
• Follow opening procedures; i.e. on time, safety/security check, review orders, store walks
• Follow closing procedures; i.e. orders completed, store walks, money and store secured
• Ensure customers and employees are treated fairly and environment is free of harassment
• Ensure register procedures are followed and money levels are maintained appropriately in each register.

Set Example Through Personal Conduct

• Follow high standards for dress and hygiene
• Maintain confidentiality regarding store and employee information/problems
• Follow and ensure compliance with all state and federal personnel-related laws; i.e. anti-discrimination, wage and hour provisions, employee health and safety, etc.
• Ensure employees are treated in a fair, equal and consistent manner
• Follow scheduled hours and ensure flexibility/rotation
• Set priorities for time management, follow through on assigned tasks and demonstrate urgency
• Issue questions and problems through proper channels and instruct personnel
• Demonstrate desire to learn and improve
• Set objectives with supervisor and employees, work together to achieve desired results

RELATIONSHIPS:

Area Supervisor

• Immediate supervisor.
• Keep informed on changes and happenings in the store regarding personnel, customers, merchandising/marketing, competition, production, maintenance, operational controls, and vendors.
• Exchange ideas. Set objectives for budget, sales improvement, inventory control
• Recommend candidates for Shift Manager and plan for store sales team.
• Seek approval for personnel changes; i.e. terminations, transfers, promotions, etc.
• Discuss questions on policy and procedures, paperwork
• Area supervisor inform of promotions, changes, etc.

Shift Manager, Manager Trainee, Shift Manager Trainees

• Provide training and coaching on customer service/awareness, time management, operational

controls, personnel development, goal setting, policy awareness.

• Ensure shift manager strives toward understanding and application of shift manager training

programs, as well as teamwork in the store.

• Keep informed of changes or happenings in store. Exchange information.
• Conduct on–going and formal performance evaluations.

Sales and Other Hourly Store Employees

• Direct activities of salespeople in relation to making customer service the number one priority

and understanding and complying to company policies and procedures.

• Provide training and coaching in skills for development.
• Conduct on-going and formal performance evaluations.
• Strive toward teamwork within the store.

Retail Operations Director/Director of Retail Operations and Marketing

• Inform of problems/questions, which were not resolved by Area Supervisor.
• Call when unable to reach Area Supervisor.
• Provide information, idea exchange when requested.

JOB SPECIFICATIONS AND REQUIREMENTS:

EDUCATION

Ability to read and write for effective communication. Basic understanding of math. Management, marketing courses (or equivalent)

EXPERIENCE

On-the-job experience in a Quality Dairy store as a Shift Manager or Manager Trainee with a demonstrated understanding of the duties and responsibilities as well as follow through of policies, procedures, and standards.

PHYSICAL DEMANDS

Requires standing for long periods of time, climbing, bending, stretching, lifting heavy objects (up to 50 lbs.), frequent lifting of light objects, use of cash register, use of calculator, ability to read fine print (driver’s license, computer printouts)

MENTAL DEMANDS

Concentration is required for the selection, development and training of employees; identification and resolution of problems; preparing accurate reports and appraisals; goal setting; servicing customers.

WORKING CONDITIONS

Exposure to temperature extremes (cooler stocking, outside cleaning). Requires frequent standing. Requires frequent shift (or schedule) rotation.

RESPONSIBILITY

Requires judgment and decision making; ability to implement and ensure compliance of approved policies; making customers number one priority, directing the work of others; maintaining cost control, sales improvement, profit improvement, shift coverage; and preparing, analyzing and submitting paperwork.

SUPERVISION RECEIVED 

Situations falling outside guidelines of position must be taken to Area Supervisor for decision. Area Supervisor approves recommended personnel changes/action. Guidelines, company goals and policies, changes, etc., are received from the Area Supervisor.

ADAPTABILITY

Requires ability to adapt to changing schedules, various personalities, long hours, or unusual circumstances.

• This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instruction and to perform any other duties as requested by his or her supervisor.