Customer Experience Associate

6 months ago

Toronto, Canada ATLAS TOOLS AND MACHINERY Full time

Responsibilities:
A Customer Experience Associate, loves interacting with customers and has a hospitality focus to see that each customer leaves on a high note during checkout. Reporting to the Customer Experience Lead, the Customer Experience Associate - Lasting Impressions, will deliver the Atlas Experience to customers that is Fun, Memorable, Personalized, Effortless and Value Added.

**Customer Experience and Transacting Sales**
- Achieve sales to budget targets by maximizing sales opportunities at the POS.
- Embed the Atlas Core Values in everything we do and be an example to others.
- Be attentive to customers reaching the line and immediately acknowledge them with genuine warmth and enthusiasm.
- Deliver service experience that is fun, memorable, personalized, effortless and value added for customers.
- Follow all checkout procedures with speed and accuracy.
- Use the 3Ps sales model to connect with each customer and make great recommendations on items to enhance their purchase and checkout experience.
- Add value to every transaction. Set daily and monthly Impact Score goals with leader and strive to achieve them.
- Discuss sales success and challenges with Lead, Manager and team through Transactional Level Coaching conversations.
- Filter customers through appropriate sales channels. Feed the On Account sales pipeline internally through lead referrals.
- Be prepared for Atlas events through flyer preparation, assisting with merch plan and being an expert on promotions.
- Remain focused on core and secondary duties.

Merchandising
- Complete replenishment activity on a daily basis. Assist POD to efficiently put away replens together
- Perform post auto-replen OOS procedure as per SOP for Auto-Replen.
- All sections must be merchandised to the standard outlined in the Section Perfection Playbook.
- Have a continuous improvement mindset for customer engagement, merchandising and cleaning/organizing.
- Complete Section Perfection Checklist daily. Assist to complete checklist in areas of the store requiring assistance.
- Suggest adjustments to min/max reorder levels when observing out of stock items within the store.
- Utilize all available retail space. Replace empty hooks with adjacent double facings and substitutes in accordance with the Section Perfection PlaybookBlack Dot Program. Escalate to Retail Ops Team if major moves required.
- Prepare store signage by organizing and verifying details.
- Maintain signage standards in accordance with the Section Perfection Playbook. Ensure daily price changes are done correctly.
- Partner with Customer experience Lead and Customer Experience Manager to execute promo plans, sales and events.
- Assist with event setup by auditing flyers, product locations and pricing in line with the Event Prep Checklist.
- Participate in and promote culture of ongoing cleaning and section maintenance to maintain 10/10 look and feel all day, every day.

**Training and Development**
- Actively seek opportunities to Learn Each Day. Grow product knowledge through in store training and resources. Stay on top of tool industry through websites, videos and channels, social media. Be part of the Tool Community.
- Listen to interactions of POD mates and fill in the gaps for missing information.

**Operations and Procedural**
- Work with customers to solve issues and customer concerns. Escalate where required.
- Be a solutions finder first. Explain store policies and procedures to customers where required. Be prepared to escalate non-routine issues if unsure how to proceed. Treat each customer situation as a unique opportunity to build a relationship, not damage one.
- Recognize security risks, follow loss prevention best practices and escalate 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.

**General Skills Requirements**
- Bring a positive attitude to work each day. Don’t complain, make it better.
- Excellent interpersonal skills, including the ability to quickly build rapport with both customers and co-workers.
- Ability to work both independently and in a team setting.
- Ability to work in a fast-paced environment by demonstrating flexibility and adapting to last minute changes.
- Strong attention to detail and accuracy.
- Ability to follow instructions and work self-directed within a given framework.
- Excellent communication skills and ability to build connection with others quickly.
- Strong attention to detail.
- Thrive in high pressure situations over extended periods of time.
- Other duties as assigned by the managers and management.

**Salary**: $19.00-$21.00 per hour

Expected hours: 40 - 44 per week

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care

Flexible Language Requirement:

- Fren

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