Retail Supervisor

Cobden & Carter International; Quezon City; On-site; PHP 240,000 - 400,000; Full time

Job summary

Cobden & Carter International in Libis, Quezon City is seeking a Store Operations professional to lead customer care, sales achievement, product focus, inventory control, and overall store security. You will train advisors on retail SOPs, ensure premium store presentation, manage stock replenishment, cashiering standards, and monitor shrinkage and expiry.

This role requires hands-on leadership in daily schedules, collaboration with the Retail Operations leadership, and proactive improvements

Responsibilities

• A. Customer Care: Provide guidance to all advisors on retail SOPs and customer service standards.
• Initiate and manage every interaction with a customer by providing outstanding service.
• Understand a customer's health condition, lifestyle, habits and requirements; focus on the customer when answering queries.
• Ensure irate customers are treated with respect and handle complaints professionally.
• Document and forward product requests and service feedback to the Customer Manager.
• B. Sales Achievement: Train advisors on best sales and marketing practices.
• Achieve monthly sales target through telesales, upselling and cross-selling.
• Implement sales strategies and marketing efforts; advise Store Exec on tactics.
• Ensure product inquiries are handled effectively.
• Efficiently handle the sales process and cashiering/POS standards.
• Encourage loyalty program participation via the Mobile App.
• C. Product Focus: Partner with Customer Manager to broaden product knowledge.
• Learn products through store materials and self-study.
• Attend product training and complete related examinations.
• Engage in knowledge-sharing with co-employees.
• Provide intelligent information about products; expertise in more than four categories.
• D. Inventory Management and Control: Partner with Store Exec on merchandising and inventory standards; monitor compliance.
• Ensure right product mix and stock at the right time; monitor zero-stock and shrinkage.
• Place orders to replenish stocks; avoid shortages or excess.
• Keep shelves well-stocked and update shelf-tags.
• Monitor inventory shrinkage and expiry; pull nearly expiring products.
• Take full accountability on inventory shortages.
• Document transfers and coordinate with receiving store/department.
• Document and report inventory variances for action by the Customer Manager.
• Coordinate with other stores on product requests.
• Receive and check deliveries; reconcile documents with products.
• E. Store Operations and Security: Partner with Customer Manager to ensure SOP compliance and clean areas.
• Ensure all areas are clean and product facing; maintain premium store appearance.
• Monitor shelf-tags; be aware of shoplifters and report irregularities.
• Monitor store traffic via e-Portal.
• F. Work Schedule Management: Plan and finalize team schedules, including breaks.
• G. Others: Evaluate team biannually and submit copies to HR; perform admin tasks and projects; participate in improvement programs; shift dayshift; onsite; Libis, Quezon City.

Job description

Essential Duties and Responsibilities

A. Customer Care

• Provide guidance to all advisors on retail SOPs and customer service standards.
• Initiate and manage every interaction with a customer by providing an outstanding service ensuring that consistency and the highest professional standards are maintained at all times.
• Understand a customer's health condition, lifestyle, habits and requirements; and ensure that the customer's health remains the focus when answering queries and/or providing product information and benefits.
• Ensure that irate customers are treated with respect, and complaints and/or inquiries are handled with the highest level of professionalism making certain that only necessary information are disclosed.
• Document and forward to Customer Manager and concern department on product requests and service feedback given by customers.

B. Sales Achievement

• Train advisors on best sales and marketing practices.
• Achieve monthly sales target through various efforts including telesales, upselling and/or cross-selling.
• Implement sales strategies and all marketing efforts. Make and recommend tactics and strategies to Store Exec.
• Ensure that product inquiries are handled effectively.
• Efficiently handle the sales process and ensure that sales transactions are processed observing all standards especially those that relate to cashiering and POS.
• Encourage team members to consistently offer the Loyalty Program to customers thru the Mobile App.

C. Product Focus

• Actively partner with the Customer Manager in broadening the advisors' product knowledge through in-store product training sessions.
• Learn the products by reading materials available at the store and through self-study.
• Attend product training sessions and complete all product-related examinations.
• Engage in knowledge-sharing with co-employees.
• Provide intelligent information about the products.
• Provide expertise in more than four categories.

D. Inventory Management and Control

• Partner with the Store Exec in training the advisors on merchandising and inventory control standards and in monitoring compliance with these standards.
• Ensure store has the right product mix and right volume at the right time. Monitor and act on the zero-stock report. Implement tactics to reduce inventory shrinkage: near-expiry, damages and unaccounted products.
• Place orders to replenish stocks avoiding insufficiencies or excessive surplus.
• Ensure that shelves or gondolas are well-stocked.
• Monitor and document inventory shrinkage and product expiry.
• Ensure that nearly expiring products are pulled out from the shelves.
• Take full accountability on inventory shortages.
• Ensure that transfers of products are well-documented and coordinated with the receiving store or department.
• Ensure that inventory variances are documented and reported for appropriate action by the Customer Manager.
• Coordinate with other stores on product requests.
• Receive and check product deliveries and ensure that documents reconcile with actual products delivered.

E. Store Operations and Security

• Partner with the Customer Manager in encouraging all Frontlines to observe all work standards, SOPs, and rules and regulations and in monitoring compliance.
• Ensure that all areas are kept clean.
• Perform product facing and cleaning to maintain the "premium look" of the store.
• Monitor and update shelf-tags.
• Be aware of shoplifters at all times and immediately report to the security guard any irregularity observed in the store.
• Monitor store traffic by encoding the data thru e-Portal.

F. Work Schedule Management

• Plan and finalize the team members' schedule inclusive of break period.

G. Others

• Evaluate team members biannually (excluding BizSolv employees) and timely submit signed copies to HR.
• Perform other administrative tasks and projects that may be assigned by the Head of Retail Operations, Area Manager or Customer Manager.
• Recommend and participate in all improvement and engagement programs and initiatives implemented in the store.
  Shift: Dayshift
  Setup: Onsite
  Location: Libis, Quezon City