Department Coordinator: Shop Floor FBH at Woolworths

Introduction

• MAIN PURPOSE To deliver exceptional customer service, by facilitating the entire operations process and team effectiveness throughout the day.

Job description
KEY OUTCOMES

• Demonstrates customer service
• Greets smile and acknowledges customers
• Deals with customer complaints, requests, and queries quickly and efficiently
• Manages till queues effectively in accordance with company guidelines

Applies selling skills

• Meets customers’ needs and expectations by listening to and advising customers
• Offers alternatives to the customer if there is a product quality issue

Effectively processes till transactions

• Performs till point authorizations speedily and efficiently when required
• Processes till transactions efficiently and effectively and in line with till policies and procedures

Effectively manages stock

• Monitors and communicates suggestions around new line sales and gives feedback to relevant departments at Head Office
• Investigates “out of stocks” and feeds back to the relevant stakeholders

Demonstrates product knowledge and standards

• Knows what new lines and promotions have come into the store
• Maintains A4 ticket standards against the weekly catalogue

Adheres to shop-keeping disciplines

• Ensures the store readiness for trade
• Completes Fashion , Beauty and Home checklist

Minimise shrinkage

• Reporting acts of dishonesty related to shrinkage and fraud to your line manager or shrinkage hotline
• Ensures buddy system is in place in your area
• Awareness of suspicious activity in your area
• Reports suspicious individuals in your area to security or management
• Understand and apply password and authorisation policy

Plans, co-ordinates and follows up on activities

• Assists with the training of till operators and ensure the appropriate competence and conduct follow ups on performance and identify development needs
• Identify and co-ordinate all activities in the till operations area and follow up with all staff on their progress on the tasks allocated to them

Demonstrates personal leadership

• Adheres to the uniform policy at all times by wearing a name badge, being well presented and in line with the brand image
• Facilitates game plan meetings 

COMPETENCIES
Communication

• Confidently addresses groups of people.
• Provides strong conclusions and recommendations that are clear from the reports.
• Writes memos, letters, emails and briefs according to professional standards and organisational procedures.

Planning and Organising

• Monitors performance of team members.
• Manages multiple tasks, prioritises and delegate others.
• Sets contingency plans to avoid potential problems.

Detail Orientation

• Maintain high quality standards by monitoring all work areas.
• Provide quality service to all customers.
• Maintain high professional standards within work area.

Customer Service Orientation

• Anticipates and responds to customers' needs fast and effectively.
• Assists in resolving problems before escalating to the next level. Advanced Resilience
• Leads team towards the goal in difficult times and despite setbacks or challenges.
• Identifies and responds to a potentially disruptive situation in order to prevent it from becoming a crisis.

Honesty and Reliability

• Sets high ethical standards and leads by example.
• Plays a key role in shaping organisational ethics and values by defining, communicating and consistently exemplifying them.

Analytical Thinking

• Collates, integrates and analyses all information and reduces it to manageable components.
• Come up with logical and objective conclusions from the data and validate them as the root of the problem.
• Identify different solutions to a problem identified from different reports/situations.

Decision Making

• Evaluates the options available and their impacts and benefits/risks.
• Uses own judgement to decide on the relevant people to include when making decisions.
• Ensures that the decision is actioned and commits within an appropriate timeframe.

Numeracy & Literacy

• Posseses mathematical and language skills needed to cope with everyday life.
• Understands information presented mathematically at a complex level.
• Able to interpret mathematical information that is abstract.
• Able to read, write and understand language on a complex level.
• Able to apply their mind to comprehension of abstract language concepts.

Minimum requirements

• Preferably Grade 12 or equivalent NQF level
• Available and flexible to work different shifts 
• Relevant years of experience in the Retail or Fast Moving Consumer Goods industry will be advantageous