Cash/Customer Service Manager

Canadian Tire Lake Bayers Lake – Store 465

This high profile and growth-oriented Halifax store has a constructive and goal-oriented culture for the staff. Management is focused on building a high-performance team that strives for being productive and efficient in all routines, projects and customer service. The vision and culture is to have a team that truly values coaching and execution of best practices and to become recognized amongst the best in retail operations, productivity, and customer service.  The store places a focus on health & safety and our culture is fully committed to attract, retain and develop excellent employees and promoting from within. Goal-oriented individuals interested in an exciting retail career that supports their development and have a great work ethic and habits combined with a positive attitude should apply.

Position Overview:
As a member of the store’s Management Team, the Cashier Manager is responsible for managing and leading the checkout and customer service areas by ensuring that the department operates efficiently with friendly and informed staff. Reporting to the Floor Manager, this role ensures customer satisfaction and retail execution that meets the performance expectations.

Responsibilities & Tasks:

Customer Service

• Encourages and maintains a culture that values excellent customer service to all customers through effective training, supervision, coaching and performance management.
• Holds team members accountable for providing an excellent customer experience and recognizes those who excel in it.
• Works as a team with other departments to provide an excellent customer experience.
• Suggests value-added and related products to customers to ensure they go home with all they need. 
• Responds to and handles customer inquiries, requests, and concerns in a timely manner, over the phone and in person.
• Handles multiple customers in an effective and efficient manner.

Operations

• Maintains quality department presentation, through daily inspections and ensuring all store audit performance requirements are met in the department (e.g., number of holes, labels, top shelf storage, rain check posted for out of stock items, deadlines of seasonal changeovers, cleanliness, facing, fixtures are stored away when not in use, etc.).
• Monitors and improves the productivity of the department team through strong leadership, motivation and team building.
• Ensures department is appropriately staffed through effective planning and scheduling and according to store budget and customer needs.
• Establishes department sales objectives in accordance with Senior Management goals and customer needs and communicates them to team members.
• Plans and manages daily/weekly departmental activities as well as seasonal changeovers and works with the team to execute them.
• Supervises and assists team members in daily departmental operations in order to meet established productivity goals.
• Consistently follows up on work and projects on the floor in order to measure progress and address issues immediately, while being visible and available for team members and customers.
• Tracks the number of items stolen or damaged. Notifies the Store Manager of all empty containers that are found.
• Provides support to cashiers and customer service representatives for cash pickups, cash closing, warranties, returns, guarantees, etc.
• Builds and maintains rapport with internal and external customers or vendors as required.
• Communicates and ensures compliance with company, store and department policies, as well as health and safety programs and regulations.
• Maintains and promotes safety and security procedures and ensures team member compliance with those procedures.
• Participates in training and ensures team member training is completed on time, as required (including Canadian Tire University training).
• Assists in selecting and orientating new employees, store opening and closing responsibilities.
• Coaches and encourages team members in learning new retail operational processes and procedures and new skills in order to improve performance. Regularly provides informal and constructive feedback.
• Addresses issues and conflicts in a timely manner.
• Organizes and conducts regular department team meetings and actively participates in store management meetings.
• Completes other tasks, as required.

Requirements

• Managerial experience in the retail or similar industry.
• Ability to work shifts (days, evenings, weekends and holidays).
• Ability to handle physical demands including standing/walking for 8 hours.
• Excellent knowledge and understanding of retail and financial principles.
• Excellent knowledge of market trends and competition in the retail industry.
• Proven track record in retail sales, retail execution and operations in a management role is required.
• Good working knowledge of each department’s products and functions.
• Ability to understand and operate POS and inventory computer systems is considered an asset.
• Experience in a Canadian Tire store is considered an asset.