Customer Care and Retail Specialist

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• Job Title: Customer Care and Retail Specialist
• Role Type: On Location-Retail Shop; Full-time; Non-exempt
• Supervises: None
• Work Schedule: Regular work week which may include occasional Saturdays, some overtime and occasional events
• Job Summary : Additional details will be provided on request

NATURE AND SCOPE OF POSITION This position serves as the first point of contact for guests visiting or contacting the Girl Scouts DreamLab retail shop (DreamLab or shop). The CCRS primarily helps customers find merchandise, purchase products and processes orders and returns. The position performs a variety of facility and retail sales activities including facility oversight, merchandising, managing inventory, maintaining sales records, greeting visitors and other related tasks in support of Girl Scouts (GS) and the GS Louisiana East Council (Council) initiatives and goals.

Primary Qualifications-

Education and Experience:

• Associates degree is required. Bachelor's degree is preferred.
• A minimum of 3 years of experience in sales, retail shop management, customer service, marketing, budget development and use, product pipeline management, or related field is required.
• Experience working in a nonprofit, youth or community-service environment is preferred. Experience working with volunteers is a plus.

Technology and Special Skills :

• Computer literate with Microsoft Outlook, Word, Excel, Power Point.
• Computer literate with Customer Relations Management (CRM), point-of-sale (POS) and inventory control software.
• Must have competent math skills, including the ability to make change accurately.
• Demonstrate emotional maturity with a willingness to work as a team player.
• The ability to communicate effectively verbally and in writing with diverse individuals, among other skills.

Other Considerations :

• Valid, unencumbered driver's license and proof of vehicle insurance is required.
• May require overtime work as directed.
• Personal membership in Girl Scouts of the USA (GSUSA) is required.
• The ability to travel to and work at the GS DreamLab, GSLE Camp locations, and any other venue where GS activities are being performed.

ESSENTIAL DUTIES (overview)-

DreamLab Facility

• Under limited supervision, maintain the DreamLab in an attractive and organized manner that is well stocked, has appropriate displays and a welcoming atmosphere. Maintain security according to established procedures and notify appropriate parties in the event of safety or security concerns.
• Open, close, and operate the shop according to established business hours. Ensure the shop appearance remains clean and all facets operational including public areas, restrooms, conference rooms, work and storage space. Ensure the shop exterior and parking lot remains clean and free of trash and debris. Contact management promptly to advise of any assistance needed.

Customer Service

• Welcome guests as they enter or contact the DreamLab in a courteous and helpful manner. Inform patrons about product features and benefits in an attentive, knowledgeable, and efficient manner. Manage phone and email communication promptly and as appropriate.
• Handle customer complaints timely and courteously. Meet personal/customer care team first contact resolution goals. Provide information to inquiries about the GS mission and opportunities for girls and adults as members, volunteers or supporters of Council programs.

Retail Sales

• Perform point of sale functions, operate the cash register, handle cash/credit/debit card transactions, process orders and returns efficiently and accurately. Manage online store activity and complete internet orders promptly and accurately. Reconcile vendor payments timely and accurately.
• Prepare daily cash register reports and including and completing paperwork and transactions. Generate bank deposits timely and accurately, drive to the bank and complete the deposits daily.
• Process GS troop accounts by verifying payments, post online Gift of Caring transactions, process refunds, and facilitate collection of outstanding balances.
• Collaborate with coworkers to achieve store sales goals through suggestive selling and special promotions. Support the retail shop budget by forecasting monthly/annual sales and purchases based on historical data and projected outlook.
• Advise manager of any noted buying or market trends in the Girl Scout retail industry as well as developing an understanding of future customer initiatives.

Inventory and Data Management

• Record transactions utilizing the Council's customer relations management software and POS systems. Document customer interaction using the appropriate methods (Salesforce, Looker) to record and manage information obtained during transactions.
• Perform inventory counts and maintain accurate records. Maintain adequate stock levels by conducting periodic counts to determine when reorders are needed. Re-stock and organize merchandise on the sales floor promptly and in an appealing manner.
• Determine order quantities based on seasonal fluctuations in demand for Girl Scout merchandise. Promptly remove and process merchandise recalled by vendors for safety reasons and confirm items are adequately disposed of promptly. Confer with the manager to transfer goods as necessary to balance inventories and meet customer demand. Work with the CCRM to maintain stocking, scheduling, and operation of the mobile shop.
• Assist with tasks needed for reporting and other administrative/data entry activities necessary to manage shop goods and products. Maintain data integrity through regular inventory reconciliation and audit.

Administrative and Marketing

• Actively participate in cross training in support of case management and retail.
• Manage the mail system for out-going packages and reports to reconcile with UPS billing receiving, and distributing all incoming packages. Manage incoming and outgoing mail, ensuring confidential or time-sensitive mail is processed as directed and in a secure manner.
• Promote the Council shop by providing information for GSLE website, e-news, publications, and staff bulletins after conferring with Customer Care and Retail Manager.
• Support opportunities identified for the retail store to participate in Girl Scout community events.

Perform other duties as assigned.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Requirements include but are not limited to:

• Sit or stand for periods up to five (5) hours, Moderate levels of standing, walking, using hands to finger motions, stooping, kneeling, crouching, or crawling, Communicate effectively orally and in writing, Vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
• Hand/eye coordination skills are essential because a significant amount of physical activity is required.
• Must occasionally lift and/or move boxes, materials, and products up to 35 lbs. without assistance.

Work Environment: The work environment characteristics described here are representative of those that must be met by an employee to perform the essential functions of this job successfully with or without reasonable accommodations. Typical business/office operation and retail sales environment, consists of occasional exposure to seasonal weather and generally outside weather conditions. The noise level in the work environment is usually moderate.

GSLE is an At-Will, EEO employer.

Job Type: Full-time

Pay: $30,000.00 - $40,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 3 years

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• Hybrid work

Education:

• Associate (Required)

Experience:

• retail sales and customer service: 3 years (Required)
• budget or inventory management: 3 years (Preferred)

Work Location: Hybrid remote in Gonzales, LA 70737