Shift Lead - Kilwins The Villages

CM Ventures, Inc.
Shift Leader
Job Description
JOB SUMMARY
The retail store shift leader is required to regularly and customarily exercise discretion
in supervising the overall operation of the store. The individual must have a clear
understanding of the operations. A majority of the supervisor’s time will be spent
directing the workforce to ensure an outstanding customer experience.
ESSENTIAL FUNCTIONS
1. Demonstrates a calm demeanor during periods of high volume or unusual events
and manages smooth transitions thereafter to keep store operating properly.
2. Displays a “Customer Comes First” attitude by training and holding co-workers
accountable for delivering outstanding customer service.
3. Responsible for overall store atmosphere and appearance.
4. Plans, identifies, communicates, and delegates appropriate responsibilities and
practices to co-workers to ensure smooth flow of operations.
5. Provides coaching and direction to co-workers to take action and to achieve
operational goals.
6. Trains and re-trains staff whenever necessary and uses online training systems.
7. Quality control.
8. Banking/deposits.
ADDITIONAL RESPONSIBILITY
1. Greets and interacts with customers
2. Answers customer questions and makes sales suggestions
3. Has working knowledge of product offerings
4. Makes product following Kilwins-approved recipes
5. Follows proper regulations for food handling
6. Assists with restocking and setting up displays
7. Operates Point of Sale (POS) system
8. General cleaning; dust, sweep, mop, and wash windows, empty garbage
9. Packs boxes and baskets.
10. Answers the phone and takes phone orders.
KNOWLEDGE, SKILLS AND ABILITY
1. Ability to operate POS system and count back change
2. Must be customer service oriented with a good personality and manners.
3. Ability to work well with others and follow as well as give directions.
4. Must be a role model with good work ethics.
5. Ability to work when needed, which includes covering for “no show” employees.
6. Must read and speak English and have good communication skills.7. Ability to supervise store operations independently
8. Ability to supervise effectively in a fast-paced environment
9. Ability to supervise multiple situations simultaneously
10. Ability to supervise resources to ensure that established service levels are achieved
at all times.
11. Knowledge of customer service techniques
12. Knowledge of supervisory practices and procedures
13. Organization and planning skills
14. Strong problem-solving skills
15. Ability to communicate clearly and concisely
16. Ability to plan and prioritize workload