Sr Clerk Front End - BU

North Coast Co-op•Arcata, CA

20h•Onsite

About The Position

This role is responsible for providing an exceptional shopping experience and a friendly, welcoming environment for all members, customers, and co-workers. The Sr Clerk Front End will model and ensure customers receive prompt, helpful, attentive, and authentically friendly service in accordance with the Co-op’s customer service standards. They will assist customers in locating products, seek opportunities to exceed customer expectations, and maintain a calm and friendly demeanor in all situations. Responsibilities include greeting and interacting with customers at the customer service desk, registers, and throughout the store, answering and routing phone calls, and following through on customer and employee requests, escalating to a supervisor when necessary.

Requirements

At least one year of customer service and cash handling experience required.
Knowledge and ability to perform as department lead, overseeing the work of others.
Outstanding customer service skills, proactively looks for ways to help customers.
Excellent communication skills and willingness to work as part of a team; ability to communicate effectively and be an active listener.
Strong attention to detail, time management, and organizational skills.
Ability to follow instructions and procedures, work without direct supervision on a variety of tasks simultaneously, prioritize while remaining flexible in a fast-paced environment, and delegate tasks and objectives to subordinates.
Able to sensibly handle complaints, settle disputes, and resolve conflicts, or otherwise negotiate with others.
Ability to motivate and inspire self and front-end team.
Ability to understand and adhere to all organizational and department rules, policies, and procedures, including but not limited to those listed in the employee handbook, CBA, and Health and Safety guidelines.
Works well independently but able to work closely and cooperatively with others.
Disseminates ideas, proposals, feedback, and other information in a clear, respectful, effective, and timely manner.
Must be honest, ethical, and able to lead, take charge, and offer opinions and direction.
Is pleasant with others on the job and displays a good-natured, cooperative attitude.
Can consistently perform all tasks efficiently, at an acceptable rate and free of errors, according to department procedure, as directed.
Can accept feedback openly without defensiveness.
Accepts direction willingly and follow through with delegated tasks.
Provides a positive example for co-workers by maintaining a positive attitude.
Willingly to accept and adapt to change.
Able to maintain strong relationships and act as liaison with outside professionals and vendors.
Approach all decision making with environmental and social impact in mind, actively seek ways to improve sustainability efforts in day-to-day duties and assist in implementing applicable sustainability initiatives.
Able to maintain confidentiality.
Knowledge of the natural foods industry.
Knowledge and familiarity of Microsoft Office products (Excel, Word, & Outlook).
Ability to operate all equipment necessary to perform the job.

Responsibilities

Provide an exceptional shopping experience and friendly and welcoming environment for all members, customers, and co-workers.
Model, and ensure customers receive prompt, helpful, attentive, and authentically friendly service in accordance with the Co-op’s customer service standards.
Assist customers in locating products throughout the store; seek opportunities to exceed customer expectations and enhance the customer experience.
Maintain a calm and friendly demeanor with all customers and co-workers in all situations.
Greet and interact with customers at the customer service desk, registers, and throughout the store.
Answer all incoming phone calls and route them using paging or transfer system; take and route messages as needed.
Follow through on all employee and customer questions and requests; escalate to supervisor if unable to resolve directly.
Promote team building and motivate staff to achieve their delegated tasks.
As directed, delegate and direct work of cashiers and clerks ensuring they are keeping on task and taking meal/rest breaks at appropriate times.
Assist with time and attendance recordkeeping by noting tardy and absences on attendance log sheet.
Ensure cashiers and clerks are following all department procedures; provide coaching and retraining as needed; document and report issues to Assistant Store Managers.
Train new and existing employees in all front-end policies, procedures, and operations; assist in new-hire orientation of department processes and store operations.
Participate in cross-training by helping to train others on your position job functions and by learning to perform the job functions of other positions within your department.
Observe store operations and report discrepancies, performance problems, safety concerns or other relevant conditions to Assistant Store Managers; in the absence of Department Head or supervisor, provide coaching to clerks regarding store policies; document and report to Assistant Store Manager for follow up.
Provide support to all departments including but not limited to, delegating/reassigning labor, calling employees for additional shifts, working in other departments as needed.
Perform store opening/closing duties following established procedures.
Takes frequent opportunities to recognize good work.
Report maintenance, IT, safety, and janitorial issues using appropriate channels.
Handle customer questions and resolve complaints; refer problems to Department Head or Manager as needed.
Assist with medical emergencies, disorderly customers and/or shoplifters in accordance with established procedures.
Attend and actively participate in department meetings, store-wide and org-wide meetings, and trainings, as requested.
Provide suggestions for improvement of front-end and store operations via email to Assistant Store Managers.
Take initiative to identify, report and resolve problems before they can escalate.
Maintain smooth flow of front-end operations; ensure customer purchases are checked out quickly and efficiently; be aware of customers in line and call for back-up cashiers as needed.
Cashier, assist with bagging, unloading/loading items into carts/baskets, carry out assistance, and other duties as needed to reduce customer wait time.
Assist customers with returns, store credits, missed discounts, charge slips, membership and product questions, and all other general needs.
Troubleshoot register errors, assist cashiers with overrides and correct procedural errors.
Follow all policies and procedures regarding cashiering and cash handling; maintain a working knowledge of all register functions and procedures.
Develop knowledge of the Co-op’s membership structure; be informed about benefits of membership and be able to explain them simply and efficiently; create and process memberships following established procedure.
Become familiar with the products we carry throughout all departments and where they are located throughout the store; assist customers in finding products throughout the store.
Assist in keeping the store clean, orderly, and organized, including but not limited to; retrieving carts and baskets, keeping floors, sidewalks and parking lot clear of debris, glass/spill clean-up’s, sweeping/spot mopping, dusting, wiping down dining tables, facing, parking lot cleaning, emptying trash, recycling and compost as needed, and bathroom cleaning/restocking.
Balance cash drawers and safe, issue cash loans, create deposits and change orders; ensuring proper procedure is followed.
Organize daily break schedule, sign in/out sheet and cashier register assignments.
Receive and distribute applications from prospective applicants.
Maintain a working knowledge of all processes related to front-end operations.
Assist supervisors with coordinating tasks and projects for front-end staff during down time.
Stock and maintain break room supplies daily, following established procedure.
Organize time efficiently, prioritize, maintain focus, and stay productive.
Ensure floor monitoring, sweeping/spot mopping, and bathroom checks are completed and recorded on the hourly log.
Receive product deliveries, ensure order and invoice accuracy, following established procedures.
Ensure facing of store perimeter is completed regularly; end caps, beer, cold drinks, dairy, and sale items, etc.; stock as needed.
Oversee monitoring of refrigeration equipment/temperature checks and notify maintenance and supervisor of discrepancies.
Regularly check mailbox and/or email for important company communications and review posted memos.
Assist in other departments/store, inventory counts, store-wide cleaning, and perform all other duties, as assigned.
Maintain a safe work environment according to all department procedures, Safety Manual, federal and state regulations.
Use personal protective equipment (PPE) as required for position; understand and ensure safe use of equipment, safe lifting procedures and proper ergonomics.
Follow all procedures in sanitation and safe food handling, per California Health and Safety Code requirements - Retail Food Code.