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Job Summary:
The Floor Lead is a key member of the retail sales and customer service team, responsible for inspiring customers on their culinary journey and contributing to the success of a Sur La Table store. This role supports the General Manager or Store Manager in achieving sales goals and directs daily store operations as a Manager on Duty.
Key Responsibilities:- Support Employee Development: Contribute to an environment where employees are informed and capable by supporting training for all employees.
- Model Customer Service Standards: Model and hold employees accountable to customer service standards.
- Communicate Policies and Procedures: Model and ensure all Sur La Table policies and standard operating procedures (SOPs) are communicated effectively to employees, maintained and consistently followed.
- Provide Coaching and Feedback: Provide coaching in the moment and performance feedback to employees and communicate performance issues directly to the General Manager or Store Manager.
- Support Sales Initiatives: Support sales driving initiatives and create daily agendas.
- Merchandise Management: Direct employees to ensure appropriate merchandise stock levels, merchandise presentations, and ensure selling floor is adequately stocked according to visual standards.
- Product Knowledge: Stay informed by maintaining product knowledge, accessing available training and seeking out additional resources when necessary.
- Timekeeping and Inventory: Ensure timekeeping practices are in place and consistently followed according to SLT Policy. Complete and carry out inventory transactions including but not limited to, receiving, MOS, and RARs.
- Customer Service: Demonstrate exceptional verbal and written communication skills with employees, customers, field management and corporate office.
- Additional Responsibilities: Additional responsibilities as assigned by General Manager or Store Manager.
- Communication and Collaboration: Ability to communicate verbally and work cooperatively with employees and customers.
- Physical Demands: Ability to remain in a stationary position for up to 3 hours at a time. Ability to move about the workplace coaching and directing employees; selling to customers and retrieving merchandise from storage or sales floor.
- Physical Abilities: Ability to grab, reach, push, pull, bend, stoop, kneel and crouch in order to demonstrate, retrieve and replenish merchandise.
- Work Schedule: Ability to work a varied schedule to observe employees and customers at different times of the day, week and year.
- Computer Skills: Ability to operate a computer, POS system, keyboards, merchandise scanners and mouse in order to accomplish work.
- Attendance: Regular and predictable attendance.
- Lifting and Moving: Ability to lift and/or move merchandise weighing up to 35 lbs.
- Retail Sales and Customer Service Experience: 1 year of retail sales and customer service experience.
- Prior Experience: Prior experience as a Sur La Table Sales Associate, preferred.
- Retail Supervisory Experience: 1 year of retail supervisory experience, preferred.
- POS System Proficiency: Proficient in POS Systems.
- Microsoft Office Suite: Some experience with MS Office Suite (Outlook, Word and Excel).
- Food Handlers Certification: May require Food Handlers Certification.
- Focus on the Customer: You inspire and delight your customers.
- Be Genuine: Your communication style is respectful, effective and sincere.
- Make the Right Call: You effectively blend knowledge, experience, wisdom & decisive action.
- Take Ownership: You are committed, responsible and provide solutions.
- Achieve Results: You meet and exceed goals and expectations.
