Shift Lead

JOB DESCRIPTION

The Shift Lead will be responsible for assisting the management team in ensuring that the retail location operates in accordance with the company's principles, systems, and culture. The ideal candidate will be responsible for ensuring excellent service to team members and customers and supporting management in day-to-day operations and goals. As a Shift Lead, you will be responsible for assisting in training team members, upholding merchandising and cleanliness of the shop, and maintaining the daily check lists.

Position Title: Shift Lead

Department: Retail

Classification: Non-exempt

Shift manager Title: General Manager | Assistant Manager | Supervisor

ESSENTIAL RESPONSIBILITIES/JOB TASKS

Oversight of assigned retail location. Tasks may include:

• Provide exceptional customer service and ensure all customers have a positive experience.
• Assist in training and coaching team members to ensure they deliver exceptional customer service and are knowledgeable of product and operations.
• Continuously develop knowledge of product, industry trends, and customer preferences; identify areas for improvement and opportunities for growth.
• Accurately handles customer transactions while also communicating any potential customer service needs.
• Coach and assist in maintaining the highest standards of cleanliness and food safety.

RESPONSIBILITIES: This position requires the ability to interact with others inside and outside at all levels of the organization on a daily basis. Obtaining information from others on a daily basis is necessary to complete job tasks. Additionally, negotiation, persuasion, and diplomacy skills are required daily in addressing the concerns and questions of customers. Enhancing the company's reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value are a job requirement.

CUSTOMER SERVICE/INTERACTION: Daily face-to-face, phone and email interaction with customers and support staff throughout the organization. Frequent face-to-face interaction with management to exchange information and complete work tasks. This position has direct interaction with customers, so proper tone of voice, body language, and volume are required in this environment.

ESSENTIAL SKILLS & REQUIREMENTS:

SKILLS:

• Strong communication skills
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Ability to motivate and coach team members to achieve their goals.
• Strong organizational and problem-solving skills
• Proficient in Microsoft Office and retail management software
• Ability to be self-motivated, problem-solver, and take initiative.
• Ability to be productive, punctual, reliable, and adaptable.
• Excellent communication skills – verbal, written and listening skills.

EXPERIENCE:

A minimum of 1 year of work experience in retail environment

A minimum 6 month barista experience

PHYSICAL:

• Requires regular bending, stooping, and twisting, and the ability to lift 25 pounds on a regular basis.
• Must be able to stand for long periods of time and work in close quarters with others.
• Must be able to visualize the computer screen and perform data entry.

WORK ENVIRONMENT:

• Standing and moving about is required up to 100% of the time.
• Requires the ability to work weekends, evenings, and holidays.
• Requires the flexibility to work extending hours or shifts for peak seasons.