Customer Service Supervisor

The Customer Service Supervisor provides a memorable customer shopping experience by ensuring each customer is greeted promptly and that each sale is processed accurately and efficiently. Develop and maintain a general familiarity with all products ensuring customer’s needs have been met and the sale complete. Assist in the development of a goal oriented team accountable for meeting company standards.

Joining NWCI gives you the opportunity for growth and development throughout the company, an attractive and competitive salary and benefits package, and to be part of a dynamic and diverse culture.

NWCI is a leading retailer to under-served rural communities and urban neighborhood markets in the following regions: Northern Canada, Western Canada, rural Alaska, the South Pacific islands, and the Caribbean. Our stores offer a broad range of products and services with an emphasis on food. Our value offer is to be the best local shopping choice for everyday household and local lifestyle needs. Check out northwest.ca for more information.

Must be flexible to work hours 7:00am to 8:00pm Monday to Sunday.

Key Accountabilities:

Ensure that the front end meets or exceeds all standards of customer service, customer satisfaction, cashier accuracy, front end presentation and cleanliness

• Continuously monitor and enforce all company policies and procedures of all front end staff on all needed skills regarding customer service, cashiering, and loss prevention
• Make sure that all front end staff are following local regulations that impact our daily business operations such as in the areas of tobacco and liquor
• Successfully resolve customer relations issues that are brought to your attention by front end staff; escalate as needed
• Assign staff to regularly patrol the parking lot so that it remains clean throughout the day and carts are returned to the front of the store to be available for the next customer
• Oversee front end cleanliness; that all spills are dealt with immediately, that registers, belts and scanners are wiped down on a regular basis by cashiers, that garbage is picked up immediately
• Accurately process all customer returns and refunds
• Assist customers with purchase of high value, secured merchandise in an accurate and timely manner
• Perform required functions in the completion of Business to Business (B2B) orders as submitted by B2B Sales Representative for pick up or delivery
  
  

Provide superior customer service to each customer

• Greet every customer that is in eye contact range, giving each one a smile and a warm greeting
• Ask each customer if they need assistance with finding anything; seek assistance from management when unable to answer customer inquiries on own
• Be prepared to walk up to a customer and guide them to assigned register or customer service desk
• Answer phones quickly and in a friendly, professional manner
• Communicate information on ads, coupon promotions and Holiday Book (at appropriate time of year) to each customer
• Be prepared to assist customers with heavy and/or large purchases or cart
• Process all returns, following the refund policy of the company
• Verify customer identity and approve check tendered for payment
• Verify and initial all high ticket merchandise to receipt prior to merchandise leaving the cashier’s lane/register
• Assist cashiers with check approvals
• Regulate front end staff lunch breaks to ensure the proper staff levels are maintained to best serve the customers in an accurate, quick and safe manner and to ensure staff are returning from their lunch break in a timely manner
• Thank each customer for shopping at Cost-U-Less
  
  

Perform any task assigned by management or supervisory personnel

• Follow instructions promptly and efficiently, taking initiative when appropriate
• Adjusts positively to change in direction or assignment; proven ability to comply quickly with new programs, methods, practices and procedures
• Participate in monthly and semi-annual financial/physical inventory
  
  

Continually monitor the proper handling of company funds throughout shift

• Replenish cashier tills as needed throughout the day
• Count and verify that the cash register replenishment fund is adequate and balanced at the beginning and at the end of each shift
• As needed, verify the daily cash deposit to the bank for the Vault Clerk
  
  

In conjunction with the Customer Service Manager ensure that staff is prepared and able to work to their highest potential

• Properly train all new staff members on the job responsibilities of their
  
  

position and assist in developing the employees, working with them on

continuous improvement

• On a weekly basis review department reports with Customer Service
  
  

Manager, providing insight and solutions on positives and negatives found;

enact all solutions to resolve issues

• Provide employees with appropriate counseling both verbally and in writing.
  
  

Know when an employee needs to be given a verbal counseling or be written

up, discussing with direct manager all written counseling’s prior to giving to the

employee. Consult with Corporate Human Resources when appropriate

• Review safety training on an ongoing basis with staff, ensuring that all
  
  

incidents by employees are documented on the appropriate forms and

reported to the Safety Manager within 24 hours. Ensure that direct manager,

Manager on Duty (MoD), and Store Manager are informed promptly

Desired Skills & Experience:

• Minimum of 1 years previous supervisory experience preferred
• Previous retail or hospitality experience in a supervisory role a plus but not
  
  

Required

• High School or Secondary School diploma or a combination of experience and
  
  

education required

• Intermediate knowledge of Microsoft Office products 2007 and up
• Intermediate computer abilities
• Basic math and reading skills a must
• Able to work well on own or within a team
• Self-motivated to work quickly and efficiently to complete the entire task within
  
  

time limits

• Able to correctly manage the time to meet deadlines and targets and to
  
  

manage subordinates to do the same

• Ability to quickly adapt to new working environments, situations and cultures
• Must be able to identify and resolve problems in a timely manner; gather and
  
  

analyze information properly; develop alternative solutions and use reason

even when dealing with emotional topics or situations; knowing when to call a

manager to assist the customer

• Ability to communicate effectively with customers and/or employees; ability to
  
  

listen effectively to customers and employees

• High level of accuracy even while multi-tasking
• Must be detail oriented and be highly observant at all times
• Must be able to familiarize self with merchandise locations on sales floor to
  
  

assist customers

• Ability to memorize the outlay of the store and location of merchandise to
  
  

assist customers

• Willingness to perform tasks as assigned by managers and supervisors and to
  
  

assist customers, suppliers and other employees as needed

Working Conditions:

• Ability to continuously move throughout shift
• Ability to work in varying conditions from heat to cool
• Fast paced work environment
• Ability to work flexible hours, shifts and days including morning to evening,
  
  

weekends, overnight and public holidays a must

• Ability to cover for other supervisors when needed for their leaves or other
  
  

circumstances

• Ability to lift and or move 50 pounds
  
  

Positions will be advertised externally; however internal candidates will receive first consideration based on qualifications. NWC employees are encouraged to bring forward applications of external candidates that meet the qualifications of this position.

NOTE: If an existing employee is selected for a posted position they will be required to remain in that position a minimum of one year prior to applying for other posted positions unless authorized by their current supervisor. New employees to the company must also remain in their position a minimum of one year prior to applying for posted positions unless authorized by their supervisor. This position adheres to the Corporate Job Posting Guidelines.

A competitive salary is being offered along with opportunities to learn, develop and advance throughout the organization. We thank all applicants for their interest; however only those selected for an interview will be contacted.