Service Supervisor

The Service Supervisor, in conjunction with the Store Manager, will provide leadership and direction to the entire store team, demonstrating a customer-focused, ethical, and professional presence. The Service Supervisor must have strong business acumen driving sales and KPIs through seeking optimal results by closely monitoring store performance and ensuring goals are met. The Service Supervisor must hold their team accountable by ensuring an optimal customer experience at all times. They must possess the skills to inspire, motivate, and build strong teams and require an environment of engagement that enhances customer relationships and perception of the brand. As a member and leader of the team, this leader must be collaborative and have the team spirit necessary to support others through ideas, best practices, and the attainment of results.

Job Duties:

• Identify underperforming metrics and develop strategies that leverage company programs, tools, and resources to improve and grow the business.
• Foster and cultivate a culture that ensures the customer is at the center of every single decision and action.
• Ensure service, merchandising, and operational standards are met to maximize sales
• Build effective and knowledgeable teams that create a welcoming and inviting place for everyone
• Displays the highest degree of ethical conduct, integrity and professionalism
• Understands how to hold teams accountable, but does so with an understanding of their personal responsibility to ensure teams are trained, coached, recognized and motivated.
• Partners with the SM to maximize store volume and profit in accordance with store/company goals through excellent staffing, superb customer service and attention to detail in a fast paced environment
• Leads training, coaching, engagement, retention, and recognition initiatives for all store employees
• Ensure that all standards of organization, safety, and cleanliness are exceeded.
• Able to assess situations and provide quick and educated decisions to rectify customer complaints and conflict
• Understands and embraces a close relationship with HQ and District/Region Leadership
• Ensure excellent customer service through product knowledge to drive sales, KPI and customer retention.
• Uphold inventory control to minimize loss by complying with all BCC and company inventory control procedures, product waste procedures and vendor delivery procedures.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. 

Essential Functions:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Drives excellent customer service through product knowledge and service to drive sales, KPI, and customer retention.
• Assess customer needs, and provide assistance and information on product features and offerings
• Assists in monitoring trends and makes recommendations for maximizing goals and objectives. 
• Monitors and manages delivery business.
• Performance management and coaching of all team members in partnership with the Director of Stores/ Store Manager and Human Resources. 
• Uphold inventory control to minimize loss by complying with all BCC and company inventory control procedures, product waste procedures, and vendor delivery procedures.
• Maintains all company standards including store selling floor cleanliness, backroom organization, visual presentation, and safety standards at all times
• Assist in daily store recovery and replenishment and store sanitation.
• Promote current sales promotions, marketing initiatives, and new product launches to customers. Promote and abide by all company policies, procedures, and loss prevention practices.
• Complete sales transactions courteously and maintain proper accountability at registers
• Handle customer returns, issues, and complaints proactively and professionally with customer retention always in mind, escalating to the appropriate parties when necessary.
• Actively pursue brand and product knowledge through company and vendor-provided tools and resources. Ensures compliance with all Sweet Flower inventory control procedures
• Ensures all team members are compliant with all BCC regulations

Job Qualifications:

• Must be 21 years of age or older
• 2-3 years of retail or customer service experience Ability to work well on a team
• Must be able to work nights, weekends, and holidays Excellent verbal and written communication skills

Will report to:

• Store Manager
• Head of Stores

Working & Environmental Conditions:

This job operates in a retail business environment. While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing all day. The employee must frequently lift and/or move items that weigh more than 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

Hours of Work:

This is a full-time position, non-exempt. Days and hours of work vary by schedule. Evening and weekend work may be required as schedule demands.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Employment & Diversity Statement:

Sweet Flower is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, gender identity, and gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics), genetic information, age, marital status, sexual orientation, military and veteran status, denial of family and medical care leave, or any other characteristic protected by federal, state, or local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

Strength through diversity - we’re building and fostering an open, approachable, and supportive environment for our customers, employees, and broader community, inclusive of all

• We are an equal employment/affirmative action employer
• We are committed to providing a workplace that is free of discrimination of all types and free from abusive, offensive, or harassing behavior
• Any employee who feels harassed or discriminated against, or subjected to any abusive or offensive behavior should report the incident to his or her Manager or to Human Resources