Retail Floor Team Lead

**RETAIL FLOOR TEAM LEAD**:
**Job Summary**:
The Retail Floor Team Lead is an experienced Retail Floor Associate with advanced knowledge in the products and services offered by the Company. The Retail Floor Team Lead acts as a supervisor on the retail floor, overseeing and directing the activities of the Retail Floor Associate, and may act as the Retail Floor Manager in some capacities, when required. The Retail Floor Team Lead may occasionally be required to act in the capacity of the Order Desk Clerk. The Retail Floor Team Lead is a physically demanding position.

Supervisors are expected to lead their teams by example and act in accordance with the values and standards set forth by the Company. Supervisors are responsible for contributing to positive and supportive work environments that empower personnel to succeed individually and collectively.

**Organizational Status**:
The Retail Floor Team Lead reports to the Retail Floor Manager. The Retail Floor Team Lead supervises the Retail Floor Associate and collaborates with other personnel.

Strong inter-personnel collaboration within the Customer Service Department is essential to providing outstanding customer service.

**Hours**:
Full time, variable, shift work

As negotiated and required by the Company

**Work Environment**:

- Indoors, rare outdoors
- Well-lit retail environment most times; occasional warehouse environment; rare unpredictable outside environment
- Standing for prolonged periods, walking, climbing stairs, using phone, computer, and other electronic devices, manual hand dexterity, crouching/kneeling/bending/reaching/pushing/pulling/grasping/lifting/sitting
- PPE: Gloves should be worn when handling boxes and box cutters, gloves should be worn during and handwashing observed before and after customer fittings, high-vis vest should be worn when exposed to any motorized vehicle or machine (Alberta Occupational Health & Safety Code)

**Work Performed**:

- Acting in the full capacity of the Retail Floor Associate at a high level of proficiency _(see detailed job description)_
- Maintaining strong working knowledge of all products, services, and promotions offered by the Company and/or being able to quickly acquire this information
- Opening and/or closing the retail store for business
- Overseeing daily operation of the retail floor in its entirety and identifying potential customer service shortcomings or gaps in knowledge/training to the Retail Floor Manager
- Scheduling, monitoring, and directing the Retail Floor Associate in the Retail Floor Manager’s absence
- Identifying and investigating trends in obstacles to order fulfillment and collaborating with other Managers and team leads to plan and implement solutions
- Learning, teaching, and using cloud-based ERP, POS, hand scanners, and other technology (software and hardware)
- Resolving customer complaints or concerns referred from the Retail Floor Associate before escalating them to the Retail Floor Manager or Operations Managers
- Troubleshooting obstacles to order fulfillment to deliver a superior customer experience up to and including personally attending and communicating backorders, ETA changes, product alternatives/substitutions, tracking and other information with the end-customer
- Collaborating with personnel in all departments and alternate locations to maintain the highest level of operational excellence and provide a superior customer experience
- Building customer loyalty by personally providing exemplary customer service during each customer interaction
- Competently troubleshooting discrepancies in invoicing and billing when the Billing Coordinator is unavailable
- Accurately processing basic sales orders through invoicing and billing, within the scope of training received, when the Billing Coordinator is not on duty
- Creating and maintaining accurate customer accounts for both current and potential customers in the ERP
- Contributing to the maintenance of accurate inventory items in the ERP by documenting errors or omissions and bringing them to the attention of appropriate personnel, or rectifying them personally within the scope of training received
- Preparing reports for Management, as requested
- Coaching and documenting performance of retail floor personnel, contributing to personnel performance reviews, and engaging in Company progressive discipline procedures
- Training retail floor personnel and contributing to improvements in department training programs
- Enforcing expectations of retail personnel positions, coaching underperformers, and positively recognizing personnel who regularly meet or exceed expectations
- Performing all work duties of all subsets of the Retail Floor Associate
- Acting in the capacity of the Order Desk Clerk, when required
- Immediately reporting and documenting all Accidents, Incidents, & Near Misses involving people, property, and product to Management and the Joint Health & Safety Committee
- Contributing to personal and work e