JOB DESCRIPTION

Job Title:  Retail Supervisor

FLSA: Non-Exempt

Manager Title: Store Manager

A. PURPOSE OF JOB 

The Retail Supervisor is responsible for driving sales and delivering excellent customer service while serving all visitors to the retail store and demonstrating the “Make Today Ridiculously Awesome” philosophy. The Retail Supervisor will represent the brand appropriately and demonstrate knowledge and excitement about the brand story and values, while also providing operational support to the back of store operations. Retail Supervisor acts as an example to the Retail Brand Specialists and provides guidance and mentoring in the absence of the Manager.  The position is the first step on the path to store management at Consuela.

B. JOB DUTIES 

• Customer Assistance: Providing exceptional customer service by greeting customers, understanding their needs, and offering assistance with product selection, colors, and styles.
• Sales Generation: Actively engaging with customers to promote products, highlight special offers or promotions, and upsell or cross-sell additional items.
• Product Knowledge: Developing a comprehensive understanding of Consuela’s merchandise, including the features, benefits, and materials of various items. Being able to provide accurate information and answer customer questions; assisting Retail Brand Specialists with product knowledge when needed.
• Merchandising: Ensuring that products are neatly organized and displayed on the sales floor, including arranging displays, restocking shelves, and maintaining visual aesthetics.  Teaching Retail Brand Specialists about Consuela standards for merchandising.
• Cashier Duties: Operating the cash register, handling monetary transactions, processing credit card payments, and issuing receipts accurately. Following proper cash handling procedures and maintaining cash register accuracy.
• Inventory Management: Assisting with inventory control by monitoring stock levels, identifying fast-selling or slow-moving items, and notifying management of any discrepancies or restocking needs.
• Returns and Exchanges: Processing customer returns and exchanges according to store policies, inspecting items for damage or wear, and providing appropriate solutions, such as issuing refunds, store credits, or exchanges.  Providing guidance to RBS on proper procedures.
• Store Operations: Performing opening and closing procedures, such as setting up displays, organizing merchandise, maintaining cleanliness and tidiness of the store, and ensuring compliance with safety and security protocols; ensuring checklists/processes are followed and guiding RBS in learning those processes.
• Customer Relationship Building: Building rapport with customers to foster long-term relationships and repeat business. This may involve remembering customer preferences, contacting customers regarding new arrivals or promotions, and providing personalized recommendations.
• Processing INATB requests: receiving the order, checking for discrepancies, creating personal cards and certificates and preparing and shipping the gift.

C. EDUCATION and EXPERIENCE (Indicate the education, experience, licensure, and training required to fulfill the essential duties of the job.)

• High school diploma or equivalent
• 1-3 years work experience, preferably in a customer facing, retail environment

D. KNOWLEDGE and SKILLS (Indicate the level of proficiency and complexity of knowledge/skills required to perform the job, e.g., technical skills, communication skills, professional knowledge, etc.)

• Demonstrated understanding of the importance of excellent customer service and a willingness to learn
• Strong verbal communication skills and ability to pleasantly approach and engage a group of customers in conversation
• Demonstrated ability to work cohesively with a team for long periods of time
• Ability to read and respond appropriately to verbal and nonverbal social cues
• Ability to focus on detailed tasks and stay with the task through to completion
• Ability to learn product details quickly and be able to share information with customers
• Ability to learn and operate the POS system, including cash handling and transaction processing

E. COMPETENCIES (List 3-5 traits/skills/attributes that are required to be successful in the role, including the level that is required.)

• Positive attitude/empathy - perceives and understands the feelings and attitudes of others; places oneself “in the shoes” of another and to view a situation from their perspective
• Customer service focus - commitment to putting customers first and delivering a consistently high quality service
• Verbal communication - expresses thoughts effectively and convincingly, using appropriate verbal and non-verbal behavior to reinforce the content of a message
• Operations/process - facilitates flow of work for a process or procedure; sets up or follows ongoing procedures and suggests opportunities for improvement
• Initiative - proactive, self-starting, seizes opportunities and originates action to achieve goals
• Teamwork - works cooperatively with team members to achieve shared goals

F. SUPERVISORY RESPONSIBILITIES (State the title and number of employees supervised.)

• Indirect supervision of Retail Brand Specialists in the absence of a Manager on duty.

G. PHYSICAL REQUIREMENTS (Describe the physical requirements of the job.)

• Ability to work standing for extended periods of time
• Ability to lift and carry large boxes 
• Visual acuity