Job Details

Retail Sales Associate

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 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 point-of-sale transactions.
• Demonstrates proficiency in using the proprietary app 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.
• 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.
• 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:

• 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.
• Ability to operate warehouse equipment safely.
• Ability to work at least one weekend day per week; flexibility to work early/late or varied days on occasion.
• High school diploma required.
• 1 to 3 years' experience in retail or other customer facing environment.

Physical and Environmental Demands:

• 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:

• 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.
• 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.