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 sales team to efficiently put away replens together. Surface issues with auto-replenishment, overstock and inventory to be addressed post replenishment.
Perform post auto-replen OOS procedure as per SOP for Auto-Replen.
Partner with 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 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 need for section reflow where stock outs are excessive and black dot program will not work. Partner with CXM and Purchasing to escalate 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 theSection 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 team to execute.
Participate in and promote 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 product knowledge through in store training and resources and cross training in warehouse functions. Stay on top of tool industry through websites, videos and channels, social media. Be part of the Tool Community. Understanding tools enables stronger merchandising and 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 escalate 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 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
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 10 hours standing and lift up to 50lbs.
Frequent bending, twisting, pulling, climbing ladders and use of equipment such as pallet jacks
Work a flexible schedule that includes every Saturday if business requires.
People smarts and hospitality focus.
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 process 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.
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