Shift Supervisor
Paper Source - Cambridge, MA

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Shift Supervisor Job Description
This position reports to the Store Management Team

Position Summary:
The Shift Supervisor supports the Store Management team through performing daily operations, executing store plans and motivating the team to achieve sales goals and acts as a role model for the Customer Service Associates by consistently modeling the company Customer Service standards. The Shift Supervisor assumes responsibility of all store operations when Store Management personnel are out of the store .

Essential Job Responsibilities and Accountabilities

Models the Paper Source Customer Service Experience:
  • Consistently performs, leads by example and coaches staff to exemplify the customer engagement behaviors outlined in CREATE training:
    • Connect with every customer by greeting them warmly, asking open-ended questions and engaging them in product related conversations.
    • Respond to customers’ immediate needs
    • Explore your customers’ needs and demonstrate products at the demo table, on the sales floor and at the custom print station.
    • Add relevant products to complete the project, take it to the next level and help with their whole checklist.
    • Thank every customer regardless of purchase.
    • Empower customers to complete their creative projects at home and build customer loyalty
  • Exhibits an attitude that is one of positive, can do and customer first with all customers.
  • Knowledgeable and proficient in technology in order to accurately and efficiently process customer transactions professionally and in compliance with the Paper Source policy; sales, returns, gift certificates, special orders, etc.
  • Manages store operations and visual merchandising standards to ensure a ‘grand opening’ look and feel to our customers.
  • Resolve customer service related issues, elevating as needed to the Assistant or Store Manager.
Inspire customers through impressive product knowledge:
  • Inspire our customers and staff about Paper Source’s unique product offerings through product stories, understanding and selling of our core businesses such as cards and envelopes and custom printing.
  • Demonstrate consistent selling behaviors that inspire our customers towards a greater connection with our products through registration and selling of workshops and special events to achieve company goals.
  • Understand customers’ needs and projects to be able to make meaningful suggestions for additional purchases to achieve company goals.
  • Completes all required training modules and has a clear understanding of all available tools and resources to enhance the selling experience
Executes consistent operational excellence:
  • Demonstrated ability to efficiently and effectively operate the store in absence of the store management team, executing store opening and closing procedures to company standards.
  • Prepare daily agenda, communicates goals and delegates tasks to Customer Service Associates.
  • Manages inventory integrity procedures with accurate execution of receiving, restocking, transfers and reporting inventory discrepancies.
  • Execute approved merchandising directives, window displays and signage needs as directed.
  • Partner with management to ensure daily communication is filtered to team in an effective manner.
  • Partner with Store Manager in the training, communication and continued awareness of all policy and procedures including safety and maintenance to ensure compliance and acceptable store operational audit results
Builds customer loyalty through workshops, demos and key event responsibility:

Workshops Coordinator:
Partner with the Store Manager to drive Workshop sales within the store through associate training and development, in store presentations and events, organization and communication.
Driving Business Results:
  • Responsible in partnership with the Store Manager, to lead store team towards store and personal sales goals. Maintain, motivate and track progress. Identify risk; be quick to course correct through coaching, mentoring, facilitating store needs and regular inspection.
Associate Training and Development:
  • Responsible with the Store Manager for managing and tracking store team creative training goals; 4 core creatives completed within first six weeks of hire; 3 hours of continuing creative training 3 times annually
  • Act as the stores communications liaison to effectively answer queries regarding workshops, demonstrations and in-store events, as well as provide coaching opportunities when and where needed with the associates.
In-Store Presentation and Events:
  • Partner with the Store Manager to organize and manage workshop/event and demonstration development, execution and market basket sales through proper communication, organization, inventory integrity, up to date samples and displays including timely processing of required payroll and tracking of paperwork.
Drives sales and profitability through Key Performance Indicators and Manager on Duty leadership:
  • Sells the benefits associated with capturing email addresses in our customer registry.
  • Utilizes company tools and works with customer to suggest add-ons to ensure store sales and conversion goals, workshop goals, and ADT and UPT goals are met.
  • Manages store operations and visual merchandising standards to ensure a ‘grand opening’ look and feel to our customers.
  • Provide feedback to store management on customer requests, reaction to merchandise and store environment.
  • Act as Manager-on-Duty:
    • Takes ownership of all store functions
    • Sets up for success through planning, goal setting and communication
    • Motivates the team to work together to achieve goals
    • Coaches to reinforce positive behavior and challenge negative behavior
    • Overcomes obstacles to achieve KPI goals and operational standards
  • Motivates, inspires and communicates to the team, hourly sales and ADT goals during MOD shift along with results.
Requirements:
  • Demonstrated passion for Paper Source, our products, and providing extraordinary customer service.
  • Arts and crafts background preferred with a minimum of 1 year supervisory experience in retail or service related industry.
  • Outstanding leadership and communication skills. Inspiring interpersonal effectiveness to lead and train team and effect change.
  • Ability to balance the need of delivering a creative experience, prioritizing tasks and delivering a profitable result in a team environment.
  • Exemplify professional and ethical behaviors; follow all Paper Source policy and procedures
  • Required to work a flexible schedule to meet the needs of the business, which will require night and weekend shifts.
  • Ability to effectively maneuver around sales floor and stockroom. May include repetitive bending, prolonged standing, twisting, and lifting of up to 30 pounds.

Paper Source - 18 months ago - save job - block
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About this company
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About Us Paper Source is a premier paperie and online retailer offering a unique selection of fine and artisanal papers, invitations and...