JOB TITLE: Senior Retail Assistant
LOCATION: Bair Street, Leongatha or Ridgway, Mirboo North
JOB TYPE: Casual
SUPERVISOR/MANAGER: The position will report to the Director.
OVERVIEW:
Tiny Gardener is a rural lifestyle business based in South Gippsland, owned by locals committed to servicing local communities with great value products and exceptional customer service.
MAIN DUTIES/RESPONSIBILITIES:
- Supervisory assistance to Director
- Opening and closing of premises
- Cash Management
- Assisting Retail Assistants during shifts
- Allocating work to Retail Assistants during shift
- Assist in monitoring stock levels and documenting requirements
- Assist in rolling stocktake and allocation of stock between stores
- Greeting and interacting with customers
- Sale of goods in store
- Becoming and remaining familiar with products to be able to demonstrate or provide information on appropriate products
- Answering phones and assisting callers, adding tasks to a tracker where required
- Checking emails and responding, or adding tasks to a tracker where required
- Returning phone calls where customers require further information
- Monitoring online orders for pickup in store and preparing those orders
- Monitoring online orders for delivery, and preparing those orders ready for the delivery team
- Assisting customers in store, online and over the phone
- Greeting couriers who arrive with stock and other items
- Unpacking new stock and checking against invoices
- refilling shelves and displays, and assisting with remerchandising
- Incidental cleaning
- reviewing our task tracker for jobs to be completed during a shift
- Performing day-to-day administrative processes, such as documenting specific sales that relate to “buy 6, get 6th free” offers
- Abide by Workplace Health and Safety policies and procedures
- Work independently and unsupervised
- Other tasks as directed
SKILLS & EXPERIENCE
Qualifications: N/A
Experience:
- Animal experience / knowledge is preferred
- Experience in a customer-service focussed retail environment is required
Skills:
Personal Attributes:
- Able to work independently
- Able to direct more junior employees
- Customer Service superstar - must be comfortable greeting, assisting and engaging in conversation with customers
- Motivated and enthusiastic
- Great attention to detail
- Passionate about animals and their care
Physical:
- This role will include some heavy lifting (think big bags of dog food) as a requirement of the role
Technology:
- Capacity to learn to use our point of sale system to serve customers in store, and monitor online sales
- Capacity top learn to use our Customer Relationship Management (CRM) system to check and add tasks to a tracker, check emails and check work activities
- Comfortable answering the phone and making calls to customers
WE ARE SUCCESSFUL BECAUSE WE:
Welcome Everybody: We welcome everybody who walks in, ask if they need a hand, provide them with information and try to understand what they need. If they’re not a customer today they might be next week or next year
Build Strong Relationships: Build genuine relationships with our regular customers. We want our customers to come in just to say hi, or to tell us about their animals. We know their names and pat their dogs and know what sort of rug their favourite horse prefers. This is how we retain our existing customers at a far higher rate than other retailers.
Increase Customer Baskets: Suggest additional products to a customer to compliment their purchases. We’re not pushy or focussed on “upselling” but we let people know about key offers or relevant products that we think they will want or need
Know our Products: We know our products well enough that we can make suggestions based on a customers requirement. We do this by talking to reps, dialling in to staff meetings, researching products during quiet times.
Focus on Customer Service: We ask everybody if they need help getting their products in to the car, we follow up every request we get, we talk to people and answer their questions, and Google it if we don’t know. We monitor our tracker and our email to make sure we get back to everybody.