Retail Sales Associate

GENERAL SUMMARY
The Retail Sales Associate is responsible for delivering a welcoming and positive shopping
experience to all customers. Duties include greeting customers when they enter the store,
proactively offering assistance, answering questions, making informed product
recommendations, processing sales, and maintaining a clean and well-merchandised
environment. Additionally, he/she consistently contributes to a positive team environment
while demonstrating an awareness of company culture and goals.
ESSENTIAL DUTIES & RESPONSIBILITIES
• Adopts a welcoming, courteous, and proactive approach to serving customers' needs.
• Develops and maintains a high level of general product knowledge across categories in
order to make informed sales recommendations.
• Effectively employs soft skills such as relationship building and active listening and
leverages technology (e.g., TCB, customer profiles, purchase history, etc.) to drive sales
and provide high quality service.
• Contributes to a positive team environment; proactively offers assistance to colleagues,
maintains open communication, and demonstrates awareness of company culture and
goals.
• Provides high quality customer service via accurate execution of all foundational pointof-sale (POS) transactions.
• Demonstrates proficiency in using the proprietary app (TCB) for tasks including but not
limited to in-store and curbside pickup, bin locating, product and order stowing,
merchandising/stocking, inventory lookup, and Quarterly Physical Inventory (QPI).
• Provides timely and courteous service to in-store and curbside pickup customers by
facilitating traffic flow, initiating the kickoff process, retrieving, reconciling, carrying out,
and closing orders accurately and efficiently.
• Regularly creates and updates customer profiles and captures customer purchase
history.
• Participates in QPI preparation and count/verification process.
• Assists locker customers in accessing their personal storage lockers.
2
• Contributes to a dynamic in-store tasting experience by assisting with
set up/break down, communicating effectively about featured wines, and
hosting as assigned.
• Regularly attends staff tastings; participates respectfully and listens actively.
• Works to increase knowledge of the wine and spirits industry and associated trends.
• Demonstrates proficiency in identifying the root causes of common issues; regularly
troubleshoots common issues with methods of payment, out of stock products, and
customer service incidents.
• Understands when to escalate complex orders, transactions, and customer service issues
to a more experienced colleague or manager and does so appropriately.
• Communicates professionally in person and via email, phone, and Slack; responds
to/resolves requests in a clear, informative, and timely manner.
• Regularly contributes product reviews to K&L's website, blog, and newsletter.
• Completes facility maintenance tasks as assigned (i.e., supply stocking,
retail/office/tasting bar cleaning).
• Maintains facility safety, cleanliness, and organization as directed by company policy and
the management team.
• Executes all other duties as assigned.
MINIMUM QUALIFICATIONS
To perform this position successfully, an individual must be able to perform each job duty
satisfactorily. The requirements below are representative of the knowledge, skills, and abilities
required. Reasonable accommodation may be given to individuals with disabilities to perform
the essential duties.
Required Knowledge, Skills, and Abilities:
• Ability to work well independently and as part of a team.
• Strong time management and organizational skills.
• Professional written, verbal, and interpersonal communication skills.
• Timely and professional email correspondence with customers and colleagues.
• Proficient in Office 365 and proprietary app (TCB).
• Ability to operate warehouse equipment safely (i.e., pallet jack, hand truck, shipping and
handling equipment).
• Ability to work at least one weekend day per week; flexibility to work early/late or varied
days on occasion.
Education:
• High school diploma required.
Required Length and Type of Experience:
3
• 1 to 3 years' experience in retail or other customer facing environment.
PHYSICAL AND ENVIRONMENTAL DEMANDS
The characteristics below are representative of the physical and environmental demands
required by an individual to successfully perform the essential duties of this position.
• Ability to lift and carry up to 50 lbs.
• Ability to stand and walk for up to 8 hours per day.
• Ability to repeatedly lift, push, pull, bend, stoop, twist, and kneel.
• Ability to load, unload, and operate a hand truck safely.
CORE COMPETENCY REQUIREMENTS
All individuals are expected to meet the standards of performance in the core competencies
listed below as applied to the position.
• Performance Standards - Sets and maintains high performance standards; pays close
attention to detail, accuracy, and completeness; shows concern for all aspects of the job
and follows up on work outputs.
• Customer Focus - Consistently provides excellent service; proactively offers assistance;
communicates clearly, professionally, and positively; looks for ways to add value beyond
customers' immediate needs; works diligently to find solutions when issues arise.
• Motivation - Displays energy and enthusiasm; commits to putting in additional effort;
maintains a high level of productivity and self-direction.
• Reliability - Takes personal responsibility for job performance; completes work in a
timely and consistent manner; follows through on commitments, reports for shifts
professionally dressed and on time.
• Adaptability - Adapts positively to changing work environments, work priorities, and
organizational needs; Able to effectively deal with change and diverse people.
• Teamwork - Contributes to a positive team environment; works effectively with others
in the team setting and across departments; able and willing to share and receive
information; puts team/company goals first.
• Professionalism - Maintains professional demeanor and communication with customers,
colleagues, and management at all times; demonstrates ability to remain professional
during periods of high volume or stress.
• Communication - Expresses ideas effectively; organizes and delivers information
appropriately; listens actively.
• Integrity - Acts in the best interest of the company; shares complete and accurate
information; adheres to organizational policies and procedures.
• Initiative - Takes action to influence events; demonstrates a sense of urgency and
responsiveness; generates ideas for improvement; does more than required.
4
• Problem Solving - Effectively identifies problems, analyzes relevant information, and
finds solutions. Escalates issues to management team as appropriate.
• Planning and Organization - Plans and organizes tasks and work responsibilities to
achieve objectives; sets priorities; allocates and uses resources properly.
• Compliance - Consistently adheres to all workplace health and safety policies.