Customer Experience Associate-Retail Ops

About Atlas Tools and Machinery Atlas Tools and Machinery is a proud, family‑owned Canadian business, now in its third generation and dedicated to delivering exceptional customer experiences since 1954. As a trusted provider of industrial supplies, we take pride in being experts in our field and offering high‑quality products at competitive prices. We are dedicated to ensuring our tradespeople have the tools and service they need to help build and shape the infrastructure of our local communities. At Atlas, we value your enthusiasm, creativity, and entrepreneurial spirit. Our culture is focused on collaboration, respect, innovation, and a shared dedication to driving success. We are committed to creating a supportive and growth‑oriented workplace where you will continue to learn, grow, and build a career that is both challenging and rewarding. Customer Experience Associate - Retail Operations The Customer Experience Associate – Retail Operations (CXARO) will deliver Operational Excellence that enables the Atlas Experience to customers that is Fun, Memorable, Personalized, Effortless, and Value Added. The CXARO contributes actively and positively to sales‑merchandising culture at retail. They will lead a number of functions in the store including, but not limited to: replenishment, visual merchandising, Section Perfection standards, auto‑replenishment maintenance, inventory management, planogram design, event setup, warehouse maintenance, receiving, analysis of reporting tools to enhance merchandising experience to drive sales, and when required, customer service and sales. Merchandising and Inventory Management Coordinate daily morning replenishment activities by flowing stock to the sales floor. Assist the sales team to efficiently put away replenishments together. Surface issues with auto‑replenishment, overstock, and inventory to be addressed post‑replenishment. Perform post auto‑replen out of stock procedure as per process. Partnered with the Inventory team to perform cycle counts where required to correct discrepancies. Perform inventory investigations and escalate concerns in line with SOP. All sections must be merchandised to the standard outlined in the Section Perfection Playbook. Perform scheduled store walks to identify problem areas. Partner with the POD team to close gaps. Perform adjustments to transfer order min / max levels when observing out‑of‑stock items within the store. Suggest adjustment to purchasing reorder min / max values based on SKU performance data and OOS frequency. Create interactive and engaging displays that encourage play and trial at the front of major sections and in line where appropriate. Partner with section associates and leaders on planning. Maintain full bays at all times and react daily to stock‑outs with extra facings and substitute items using the Black Dot Program. Identify the need for section reflow where stock outs are excessive and the black dot program will not work. Partner with CXM and Purchasing to elevate stock deficiencies. Replace empty hooks with adjacent double facings and substitutes in accordance with the Section Perfection Playbook Black Dot Program. Maintain signage standards in accordance with the Section Perfection Playbook. Coordinate with marketing and purchasing and execute large signage drops such as quarterly price changes, in‑store specials, events, etc. Partner with CXA team to execute. Execute promo plans, sales, and events through coordination with all stakeholders. Execute event setup by auditing flyers, product locations, and pricing in line with the Event Prep Checklist. Partner with CXA and OXA teams to execute. Participate in and promote a culture of ongoing cleaning and section maintenance. Customer Experience and Sales Acknowledge customers while on the sales floor. Filter customers through appropriate sales channels. Perform warm handoffs to Customer Experience Associates and customer success channels. Deliver service that is fun, memorable, personalized, effortless, and value‑added for customers. Embed the Atlas Core Values in everything we do and be an example to others. Training and Development Grow your product knowledge through in‑store training, available resources, and cross‑training in warehouse functions. Stay up‑to‑date with the tool industry by exploring websites, videos, online channels, peer learning, and social media. Be part of the Tool Community. Understanding tools enhances merchandising strategies and strengthens support for the CXA team. Engage in new associate training for merchandising and established operational routines. Establish relationships with vendors and use them as a resource to grow knowledge and solve problems. Operations and Procedural Work with Peers and stakeholders to solve issues and customer concerns. Escalate where required. Be a solutions finder first. Explain store policies and procedures to internal and external customers where required. Be prepared to elevate non‑routine issues if unsure how to proceed. Treat each internal and external customer situation as a unique opportunity to build a relationship, not damage one. Recognize security risks, follow loss prevention best practices, and elevate to management as needed. Actively pursue opportunities for continuous improvement in all areas of the business. Maintain a safe and clean store environment, ensuring compliance with various Health & Safety Regulations. Qualifications and Skills Demonstrate effective time management and excellent interpersonal skills, including the ability to quickly build rapport with both customers and co‑workers. Ability to work in a fast‑paced environment by demonstrating flexibility and adapting to last‑minute changes. Strong attention to detail and accuracy. Analytical ability to extract insights from data and reports to inform decisions. Ability to follow instructions and work self‑directed within a given framework. Ability to work up to 9 hours standing and lifting up to 50 lbs. Frequent bending, twisting, pulling, climbing ladders, and the use of equipment such as pallet jacks. Work a flexible schedule that includes every Saturday if business requires. People smart and hospitality‑focused. Proficiency in using computer ERP software, mobile technology, and applications. Curious by nature. Has a growth mindset. Has strong values and uses good judgment. Ability to follow processes and procedures as written, where required. Thrive in high‑pressure situations over extended periods of time. Other duties as may be assigned by Management and Ownership. Equal Opportunity At Atlas Tools & Machinery , we are committed to fostering an inclusive and diverse workforce. We welcome applicants from all backgrounds and are proud to be an equal opportunity employer. We support individuals with disabilities through the accommodation process during the hiring process. Please reach out to our Human Resources team or the hiring manager if you require accommodation to apply. We thank all applicants for their interest in this opportunity, but only candidates selected for interviews will be contacted. Compensation Compensation details : 19-21 Hourly Wage #J-18808-Ljbffr