Customer Experience Supervisor – Beanery & Berries

Push Operations; Thames Centre; On-site; CAD 28,000 - 36,000; Full time

Job summary

Heeman’s is seeking a Customer Experience Supervisor to lead the Beanery & Berries front end. You will supervise 50+ Daymakers, ensure top-notch guest service, and support store operations from checkout to stock management.

You’ll juggle coaching, scheduling, and daily performance while maintaining a high-energy, customer-first environment. This full-time role requires strong leadership and excellent English communication.

Qualifications

• 2+ years of prior management or supervisory experience.
• Language: advanced English (written and oral).
• Smart Serve and Food Handlers Certification (or willingness to obtain).

Responsibilities

• Assist customers by locating products and advising on plant care.
• Supervise Front End team of 50+ associates including Cashier and Berry staff.
• Support managers in training and development of team members.
• Ensure smooth, efficient checkout and pleasant guest experience.
• Oversee inventory, ordering, and stock display to maximize sales and minimize waste.
• Balance tills and manage drawer procedures at start/end of shifts.

Skills

Customer service

Leadership

Organization

Time management

English proficiency

Education

2+ years supervisory experience

Advanced English

Smart Serve & Food Handlers Certification

Job description

Customer Experience Supervisor – Beanery & Berries

• Thorndale, On
• Full-Time
• $20 - $26/hourly

Job Description

At Heeman’s, each staff member is titled a “Daymaker” first and foremost. We believe our amazing staff is the key to making our space a “Happy Place” for everyone who enters.

As a Customer Experience Supervisor, you will bring the Heeman’s brand to life at in our Front End by ensuring all customers have a positive experience at Heeman’s. As the first, and last Daymakers to see our customer, the role is crucial to ensure that every customer leaves with their day being made.

The Customer Experience Supervisor oversees all Customer Experience Associates.You set the pace and tone as well as the excitement for the day ahead.You will support the Customer Experience team with break coverage, line control, point-of-sale (POS) troubleshooting, till balancing, escalated customer concerns and overall operational efficiency of the Front End.

Employment Type:

Full-time, permanent

Responsibilities:

• Assisting customers by locating specific products, making informed recommendations, advising them on appropriate plant care and answering any additional questions they might have.
• Supervising the Front End team, comprised 50+ Customer Experience Associates who will specialize as Cashier, Berristas, Soil & Cart Attendants, and Berry Drive-Thru Attendants.
• Support the Beanery Manager and Customer Experience Manager in supervising, training, and developing the team of Berrista’s and Customer Experience Associates.
• Ensure a smooth, efficient, and pleasant checkout experience for guests.
• Assist with ordering, manage inventory, and oversee storage and display of products to maximize sales, minimize waste, and maintain stock levels.
• Thorough understanding of the produce cooler with our fresh local fruits, helping to maintain a clear system that allows associates to pull items according to plan.
• Activate the POS system, start-up equipment, review communications, and set up the team for the day.
• Answering phones in an artful and informative manner as well as servicing guest requests which could entail, but is not limited to, doing inventory checks, answering plant care inquiries, reviewing transaction records and processing phone orders.
• Assess business levels to make informed staffing decisions and ensure proper coverage.
• Verifying drawer management by regularly balancing tills, confirming ‘active drawers’, putting balancing envelopes and tills in the safe as well as ensuring the correct drawers are being carried over in the evening.
• Prepare menu items, such as sundaes, coffee, and milkshakes according to Heeman’s recipes and prescribed techniques.
• Mitigate escalated customer concerns by using active listening, problem-solving and discretion.
• Delegate and assist in cleaning the physical space by sweeping/weeding the floor, emptying any garbage or compost bins, cleaning litter and organizing the shared staff space.

Knowledge, Skills & Personal Attributes

• Excellent customer service skills, both written and verbal
• General knowledge of plants and hardgoods products
• Leadership and ability to coach and mentor others
• Strong organization skills and attention to detail
• Ability to respond under pressure
• Basic math skills
• Positive attitude, self-starter and takes initiative
• Capable of following direction and working independently and in a team environment
• Excellent time management skills and ability to manage frequent interruptions
• Adaptability to a continuously changing work environment

Education, Experience & Language

• Gardening experience or willingness to learn
• Prior retail, cashier or barista work experience
• 2+ years of prior management or supervisory experience
• Prior retail, agriculture or greenhouse work experience is considered an asset
• Language: advanced English (written and oral)
• Smart Serve and Food Handlers Certification (or willingness to obtain upon offer of employment)

Availability:

• Availability to work before and after regular hours and during all hours of operation (including evenings and weekends).
• Availability to work up to 6 days per week.
• Flexibility to accommodate scheduling changes.
• Open availability for May to June, September, November.
• Transportation plan: Heeman’s is not located on a bus route.

About Working at Heeman’s: No two days are the same at Heeman’s and that keeps things interesting and exciting. As seasonal farm business that’s open year-round, we see some pretty busy times and experience down seasons too. The environment here in the greenhouse and outdoors means it can be sunny and hot or cold and snowy. To lead your team that can include 50+ Daymakers at peak, you’ll need to be capable of performing in this kind of environment and you’ll spend most of your time on the sales floor with your team, leading by example and sometimes standing for prolonged periods, maybe even helping a guest with flats of berries into their cart of a bale of potting soil (that can weigh up to 50lbs). Heeman’s is proudly a family-owned and farm/agriculture-based business, and our employees are classified as agriculture employees under the ESA.

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