Shift Leader

Customer Support And Facility Operations LeadLead and perform a variety of customer support and facility operations functions as directed at CPC Retail and Petroleum locations. Rely on technical knowledge of facility products and services to handle complex customer inquiries and operations issues. Coach new team members, conducts on-the-job training and may distribute assignments to Convenience Store staff. Work under general supervision.This position performs and leads essential job functions found in cashier, merchandising and sales and necessary store roles. Essential job functions will vary by location.Communicate regularly with manager about daily operations. Effectively utilize leadership skills to motivate team to provide a positive customer experience, meet sales and operations goals and ensure safety. May distribute assignments to team members. Train new employees to effectively operate assigned tools and equipment, including point of sale terminals, hand held scanners and other related equipment. Lead on-the-job training and product demonstrations. Coach new hires with sales techniques, product knowledge, product usage and general facility guidelines. Discuss merchandise needs with customers in a welcoming and professional manner. Assist customers with quickly locating items in the facility as needed. Rely on expertise to provide information during product selection and make recommendations for usage and maximum effectiveness. Proactively identify opportunities to assist customers and facilitate efficient service. Assess the need for loading assistance, resolve customer pricing and merchandise inquiries, ensure merchandise is accessible to customers and offer assistance as needed. Handle escalated and complex customer issues with skill and diplomacy. Effectively utilize proper equipment and tools. Ensure a neat and professional showroom presentation according to facility guidelines. Replenish merchandise, face and organize products on shelving. Regularly check and update signage, pricing, and shelf labeling for accuracy. Cross-stage merchandise with companion products. Interpret diagrams to build merchandise displays, may move shelving and fixtures. Utilize proper lifting techniques and equipment in accordance with facility procedures. Assist cashiers with complex transactions including exchanges, returns, discounts and markdowns. Open and close point-of-sale system and balance register. Process checkout transactions utilizing point-of-sale equipment, including: cash registers, hand held scanners and credit/debit card terminals. Accurately handle cash and make change. Provide specialized support and product expertise to customers via telephone. Answer incoming telephone calls from customers in a professional and courteous manner. Communicate information regarding order status, product availability, current sales, promotions and store events. Contact customers regarding their orders, and arrange for pick-up or delivery. Receive merchandise into the store. Inspect shipments and paperwork to verify order accuracy and ensure product quality. Process order errors or damaged products according to facility guidelines. Effectively utilize equipment to unload and store merchandise in proper storage location. Stage merchandise for showroom restocking. Assist Store Manager with leading physical inventory counts in the showroom and/or back room storage. Lead daily housekeeping duties, cleaning of restrooms and emptying trash cans according to facility procedures to ensure a neat, clean and welcoming environment. Assist manager with handling escalated security concerns. Monitor entrances and exits in an effort to promote store security, safety and to minimize merchandise loss. Request receipt or proof of payment in keeping with facility procedures. Maintain awareness of industry trends and developments in the local community. Participate in on-line courses, training classes, and/or seminars, as outlined in development plan. Perform work safely as to not cause harm to yourself, customers, co-workers, equipment, or inventory. Utilize Personal Protective Equipment (PPE) as required. Operate all equipment according to SSC policy and government regulations. Comply with OSHA regulations, Southern States Environmental Health and Safety (EHS) standards, work rules and policies. Perform all other job functions as assigned.Education: Requires a High School Diploma or General Education Degree (GED)Experience: Requires 2-3 years of sales and/or warehouse experience in agriculture, livestock, pet care, equine, plant science, retail, or related industry. Demonstrated leadership skills preferred.Able to consistently demonstrate customer-focused interpersonal skills, communicate in a positive and professional manner and resolve complex customer inquiriesEffective knowledge of specialized area(s).Able to consistently apply knowledge of facility guidelines and standard operating proceduresAble to effectively apply knowledge of a wide variety of merchandise in order to correctly answer customer questions of varying complexity and make recommendationsAble to effectively utilize required equipment and tools and/or point-of-sale terminalAble to add, subtract, multiply, divide and calculate percentages using whole numbers, common fractions and decimalsAttention to detail, especially when handling inventory, equipment and tools, or cash transactionsAble to speak, read, write the English language in a proficient mannerAble to work extended hours to meet business demandsPerforms essential job functions in multiple environments, including: climate controlled showroom, warehouse subject to seasonal humidity and temperature changes, and outdoors not protected from weather conditions when accessing merchandise, equipment or tools.Regularly exposed to hazards, including:Merchandise, supplies and tools with sharp edges or containing hazardous materialsDust, odors, fumes and hazardous chemicals associated with operation of businessMoving mechanical parts and vehicles, vibrations and electric currentDrafts, temperature changes, and wet floors due to facility doors opening during adverse weather and due to merchandising and care of plant materialNoise levels where hearing protection is optional per PPE PlanSchedule requirements will vary based on location. Extended hours and/or alternate work schedules may be required. Ability to report to work on time and in adverse weather conditions is required.Physical activities and requirements will vary with essential job functions.Continuously bend and stoop; finger, handle an utilize repetitive hand motion with merchandise and tools; reach with arms and hands for extended periods; stand and walk for extended periods, at times may be on concrete or uneven surfaces; utilize eye/hand coordination; twist back and neck. Pull, push, lift, carry up to 50 pounds.Frequently climb, crouch, stack, and sweep. Driving may be required and can vary from continuous to occasionally. Pull, push, lift, carry 50 pounds, may be assisted.Occasionally balance, kneel and shovel. Pull, push, lift, carry 50 pounds, may be assisted.Must be able to speak to co-workers and customers regarding operations and safety. Must be able to hear customer service phone calls, hand held radio, equipment and vehicle sounds. Specific vision abilities required by this position include: close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.