Frontline Supervisor at Brights Hardware

Job Description

• Purpose: The purpose of this job is to ensure the smooth operation of the department through ensuring that services provided are prompt, friendly, reliable and assisting customers at the help desk, resulting in customer satisfaction. 

KEY RESPONSIBILITIES:

• Ensure the smooth operations of department
• Plan and prepare work schedules, manage cashiers, lunch & tea breaks at the front end, daily registers and time and attendance
• Reconcile all Till Supervisors reports and statistics
• Attend to all queries related to tills & discounts
• Provide excellent customer service by greeting and assisting customers and responding to their enquiries as well as complaints
• Direct and supervise employees engaged in processing sales transactions, reconciling cash receipts, or performing services for customers
• Monitor cashier activities to ensure that customers receive satisfactory service and quality goods.
• Instruct staff on how to handle difficult and complicated sales transactions
• Check statistics related to cash ups – shorts &overs and handle necessary disciplinary action
• Conduct housekeeping evaluations
• Reconcile charge book
• Attend to all queries related to tills & discount cards
• Monitor customer queries related to tills & discount cards
• Examine frontline merchandise to ensure that it is correctly priced and displayed
• Oversee cashing up by Cash Officer
• Submit SWOT report input
• Establish and implement policies, goals, objectives and procedures for the department
• Recruit, develop, mentor, promote, discipline, terminate and evaluate staff when appropriate
• Establish credit/returns policies and standard operating procedures for the department
• Examine returned goods and decide whether to exchange or pass refunds and how to handle the goods received back
• Assign staff to specific duties and provide instructions as well as resources to staff when delegating responsibilities to ensure successful completion of tasks
• Co-ordinate and facilitate staff meetings, ensuring a sense of trust and openness as well as encouraging team participation and ownership
• Ensure health and safety as well as security rules
• Process Refunds / Credits
• Authorise transactions
• Direct customer to next available till, ensuring efficient process.
• Implement and enforce all cashier policies
• Submit weekly and monthly reports to Supervisor
• Check stats for cashing up – shorts & overs
• Ensure safety and security procedures are enforced
• Evaluate subordinates
• Participate in perpetual stock takes
• Housekeeping of work area
• Perform any work-related task as delegated by superior

REQUIREMENTS:

• Matric or equivalent
• Higher Certificate or Diploma (advantage)
• Brights Leadership Training completed
• Brights Induction (Service Excellence)
• 3 years Frontline & Supervisory experience
• 5 Years Cashier experience
• Ability to issue disciplinary action & Initiate in a Disciplinary Enquiry
• Intermediate level merchandising certificate
• Inhouse return p/m2 standard
• Chairing disciplinary enquiry would be an advantage
• Dispute management & Prevention training
• Product and Stock Management knowledge
• Internal procedural knowledge
• Ability to meet deadlines under pressure
• Ability to act professional and maintain confidentiality
• Ability to communicate effectively (verbal & written)
• Planning, time management & organising skills
• Monitoring & evaluation skills
• Microsoft office (Internet, E-mails, Word & Excel)