GENERAL SUMMARY

The Retail Sales Specialist is responsible for serving customers on the sales floor at the retail location by providing exceptional customer service and product recommendations, processing sales, and independently troubleshooting common issues. He/she regularly demonstrates advanced customer service, point-of-sale (POS), and troubleshooting abilities and shares these skills with colleagues through mentorship. Additionally, the Retail Sales Specialist contributes to a positive team environment by demonstrating a willingness to embrace company culture and goals.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Adopts a welcoming, courteous, and proactive approach to serving customers’ needs.
• Demonstrates omnichannel awareness - it provides seamless service between in-store and ecommerce platforms.
• Contributes to a positive team environment by embracing company culture and goals.
• Takes initiative to mentor and assist less experienced colleagues as needs arise.
• Develops and maintains in-depth product knowledge across categories to make informed sales recommendations.
• Maintains up to date knowledge of the wine and spirits industry and associated trends.
• Demonstrates ability to troubleshoot a variety of non-standard orders and transactions, including CSM resolution.
• Understands when to escalate complex orders, transactions, and customer service issues to the management team and does so appropriately.
• Demonstrates proficiency in all daily retail sales functions including but not limited to point-of-sale (POS) transactions, customer service, order fulfillment, inventory control, auction intakes, and merchandising.
• Communicates professionally in person and via email, phone, and Slack; responds to/resolves requests in a clear, informative, and timely manner.
• Regularly attends staff tastings; participates respectfully and listens actively.
• Regularly contributes product reviews to K&L’s website, blog, and newsletter.
• Completes facility maintenance tasks as assigned (i.e., supply stocking, retail/office/tasting bar cleaning).
• Participates in Quarterly Physical Inventory (QPI) preparation and count/verification process.
• Independently opens and closes the store as assigned.
• Maintains facility safety, cleanliness, and organization as directed by company policy and the management team.
• Executes all other duties as assigned.

MINIMUM QUALIFICATIONS

To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements below are representative of the knowledge, skills, and abilities required. Reasonable accommodation may be made for individuals with disabilities to perform their essential duties.

Required Knowledge, Skills, and Abilities:

• Ability to work well independently and as part of a team.
• Strong time management and organizational skills.
• Professional written, verbal, and interpersonal communication skills.
• Mentorship acumen.
• Experienced in Microsoft 365, handheld devices, apps, etc.
• Ability to operate warehouse equipment safely (i.e., pallet jack, hand truck, shipping and handling equipment).
• Ability to work at least one weekend day per week; flexibility to work early/late or varied days on occasion.

Education:

• Professional industry certification (WSET, CMS, CSW, CWE) in progress or demonstrated equivalent knowledge through work experience.

Required Length and Type of Experience:

• 1 to 3 years’ experience in retail or other customer facing environment.

PHYSICAL AND ENVIRONMENTAL DEMANDS

The characteristics below are representative of the physical and environmental demands required by an individual to successfully perform the essential duties of this position.

• Ability to lift and carry up to 50 lbs.
• Ability to stand and walk for up to 8 hours per day.
• Ability to repeatedly lift, push, pull, bend, stoop, twist, and kneel.
• Ability to load, unload, and operate a hand truck safely.

CORE COMPETENCY REQUIREMENTS

All individuals are expected to meet the standards of performance in the core competencies listed below as applied to the position.

• Performance Standards – Sets and maintains high performance standards; pays close attention to detail, accuracy, and completeness; shows concern for all aspects of the job and follows up on work outputs.
• Customer Focus – Consistently provides excellent service; proactively offers assistance; communicates clearly, professionally, and positively; looks for ways to add value beyond customers’ immediate needs; works diligently to find solutions when issues arise.
• Motivation – Displays energy and enthusiasm; commits to putting in additional effort; maintains a high level of productivity and self-direction.
• Reliability – Takes personal responsibility for job performance; completes work in a timely and consistent manner; follows through on commitments, reports for shifts professionally dressed and on time.
• Adaptability – Adapts positively to changing work environments, work priorities, and organizational needs; Able to effectively deal with change and diverse people.
• Teamwork – Contributes to a positive team environment; works effectively with others in the team setting and across departments; able and willing to share and receive information; puts team/company goals first.
• Professionalism – Maintains professional demeanor and communication with customers, colleagues, and management at all times; demonstrates ability to remain professional during periods of high volume or stress.
• Communication – Expresses ideas effectively; organizes and delivers information appropriately; listens actively.
• Integrity – Acts in the best interest of the company; shares complete and accurate information; adheres to organizational policies and procedures.
• Initiative – Takes action to influence events; demonstrates a sense of urgency and responsiveness; generates ideas for improvement; does more than required.
• Problem Solving – Effectively identifies problems, analyzes relevant information, and finds solutions. Escalates issues to management team as appropriate.
• Planning and Organization – Plans and organizes tasks and work responsibilities to achieve objectives; sets priorities; allocates and uses resources properly.
• Compliance – Consistently adheres to all workplace health and safety policies.

LEADERSHIP COMPETENCY REQUIREMENTS

• Mentorship Skills – Takes a proactive approach to teaching/assisting less experienced colleagues. Leads by example. Models a high level of professionalism and customer service aptitude.
• Interpersonal Skills – Demonstrated success in partnering across the organization. Able to mentor and motivate others. Fosters commitment, pride, and team spirit. Uses candor and sensitivity in their dealings with others.
• Personal Attributes – Always acts in a principled manner. Demonstrates continuous learning and improvement mentality. Fosters credibility through trust and relationships. Demonstrates respect for all.