The Customer Engagement Supervisor is responsible for the daily supervision of Customer Engagement Clerks and Experts within the Customer Engagement department. This includes the scheduling of daily activities including floor coverage and breaks. The Customer Engagement Supervisor will provide training and direction to Customer Engagement Clerks and will provide staff with feedback on their performance in the moment. The Customer Engagement Supervisor will be responsible for completing additional departmental activities and daily work. Additionally, Customer Engagement Supervisors are responsible for promoting and supporting in-store events and other marketing initiatives.

Community Natural Foods Customer Engagement Supervisors must possess genuine excitement to help our customers. The role is responsible for ensuring customers are served effectively, leave educated on the products within the store, and are provided answers for their questions. The target is to ensure proper application of CRE and maintain high customer satisfaction while growing sales.

Work Performed

Daily Supervision

• Planning and delegating the work of Clerks & Experts including the scheduling of daily shift rotations to ensure all Clerks are appropriately relieved when necessary and to ensure task variety to the team
• Schedule daily breaks of Clerks
• Train new Clerks and provide on-going training to members of the department
• Setting expectations of performance and providing feedback to Clerks in the moment regarding customer interactions and to ensure their compliance with procedures and best practices
• Actively managing the work of Clerks by engaging with them, assessing and supporting them and providing tools for development
• Enforce policy adherence

Customer Service & Engagement

• Greet customers and engage with them in accordance with their interest, being attentive to their needs
• Communicate with customers with high level of professionalism and with a positive and friendly nature
• Address and answer questions about products, and the natural foods industry
• Share stories about our products, vendors and farmers with customers
• Manage and resolve customer complaints effectively and understand when a situation requires a manager’s intervention

Product Knowledge

• Develop ongoing knowledge of nutrition, health, wellness, lifestyle and diets broadly and actively share knowledge with customers

Active Promotion of Product

• Support ongoing interactive and engaging programs to educate customers on the value of products and services from the store.
• Communicate sales and promotions, make sales referrals, cross-sell and introduce new products

Qualifications

• High School diploma required
• 3-5 years retail experience
• High attention to detail, perceptive and attentive
• In depth knowledge of the Natural Foods Industry and its products
• Exceptional customer service skills
• Strong interpersonal communication – both verbal and written
• Comfort directing staff and providing feedback
• Exceptional conflict resolution - willingness to directly address concerns when they arise
• High initiative, Trouble shooting and problem-solving mindset
• Product knowledge and sales skills
• Passion for sharing information and stories of products, services, vendors and experiences
• High EQ – developed ability to relate with people sensitively, tactfully, diplomatically and professionally at all times
• Perceptive and attentive to the needs of others
• Friendly, positive attitude and high energy
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• High care for product integrity and proper product handling
• Strong organizational skills & Self-motivated
• Computer knowledge & Time management skills
• High personal ethics and integrity
• Ability to work well under pressure and Dependability