Retail Shift Lead

Shift Lead

The Shift Lead supports the management team in ensuring the retail location operates in alignment with the company's principles, systems, and culture. This role plays an important part in maintaining a high standard of guest service while supporting the team in achieving daily operational goals.

The ideal candidate leads by example, demonstrating professionalism, strong service standards, and a commitment to teamwork. Shift Leads assist in guiding and training team members, helping to ensure consistency in service, product knowledge, and operational procedures.

In addition, the Shift Lead helps maintain the overall presentation of the shop by upholding merchandising standards, cleanliness, and organization. This role is also responsible for supporting daily operational tasks, including completing and monitoring daily checklists, assisting with shift flow, and helping ensure the shop operates efficiently throughout the day.

Position Title: Shift Lead Department: Retail Classification: Non-exempt

Shift manager Title: General Manager I Co-Manager I Shift manager

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.

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.

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.

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 l year of work experience in retail environment, preferred.

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 l 00% of the time.
• Requires the ability to work weekends, evenings, and holidays.
• Requires the flexibility to work extending hours or shifts for peak seasons.

Benefits/What We Offer:

Cocoa Dolce offers a comprehensive benefits package including paid holidays, vacation time, medical, dental and vision insurance, 401k matching and generous discounts.

About Cocoa Dolce:

For nearly two decades, Cocoa Dolce has held a reputation for handcrafting luxurious artisan chocolates and pastries. Under the ownership of the Voegeli family, Cocoa Dolce continues to be recognized as a world class chocolatier with a collaborative approach to bringing people together and creating daily moments of joy.

Cocoa Dolce continues the art of traditional confectionery, while exploring the boundaries of premium Belgian chocolate.