Department Head - Customer Service - Petaluma

Friedmans Home Improvement; Petaluma (CA); Presencial; USD 30.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401(k)

Discretionary bonus eligibility

Employee discount

Tuition reimbursement

Descripción de la vacante

Friedman’s Home Improvement in Petaluma, CA is seeking a Department Head who leads with a values-based approach, trains and coaches Team Members, and ensures product knowledge, SOPs, safety, and service on the sales floor.

The DH will drive daily operations, mentor staff, and support departmental priorities with a focus on customer service, process improvements, and teamwork.

Formación

• High school diploma or GED required.
• 1-2 years in a retail environment preferred.
• Proficiency with Microsoft Office applications such as Outlook, Word, Excel.

Responsabilidades

• Lead and mentor team members to deliver excellent customer service on the sales floor.
• Ensure department standards, product knowledge, SOPs, safety, and service.
• Develop training plans, coach staff in the moment, and document performance.

Conocimientos

Microsoft Office

D365 knowledge

Coaching & training

Customer service

Educación

High school diploma or GED

Herramientas

D365

Descripción del empleo

Job Details:

Job Location: Petaluma Store - Petaluma, CA 94954, Position Type: Full Time, Salary Range: $21.73 - $28.78 Hourly, Join Friedman’s, where our mission is to Deliver the Human Side of Home Improvement. Named a “Best Place to Work” and voted Sonoma County’s Best Home Improvement Store 14 years in a row, we’re built on a positive, team-oriented culture built on decades of trust and service.

We offer bundled benefits; eligibility for a discretionary bonus; 401(k). You’ll also enjoy a generous employee discount and tuition reimbursement to support your career path. At Friedman’s, you’re not just starting a job, you’re joining a team that leads, grows, and builds something bigger together.

Summary:

The Department Head (DH) is a Values based leader that provides daily customer service to the external and internal customer. The Department Head works alongside Team Member and sets the pace. The DH is responsible for, training, mentoring, and coaching, providing daily support to Team Members. The DH is proficient in product knowledge, SOPs processes, policies, safety, and service. The DH is responsible for supporting the daily workflow with successful execution of departmental deliverables, priorities, and activities. Leading by example and connecting with their team, the DH is readily available and present on the sales floor/in the department. The DH assists with other tasks and projects as assigned.

Essential Duties and Responsibilities:

Sales, Inventory and Customer Service

• Connect and communicate with TMs daily through daily walks, being present on the floor, working alongside TMs to model behavior and setting the customer service standard for the department
• Responsible for constant maintenance and keeping the set integrity of assigned department
• Constantly looking for process improvements within department and store, sharing information and ideas for improvement with manager
• Ongoing product knowledge of all departments within the store to assist Team Members and customers daily
• Coordinate and oversee the response to a 214, troubleshoot the area that needs assistance and oversee the area through the rush period

Team Member Training & Development

• Train Team Members with product knowledge and technical skills to better serve the customer
• Coach TMs through a Values based professional and respectful manner, proving ‘in the moment’ feedback
• Recognition and documentation for excellent Team Member performance
• Foundational level leadership skills with the ability to problem solve with solution-based thinking, making recommendations to supervisor
• Responsible for New Hire Orientation, Safety Walk and all paperwork associated with a new hire

Daily Operations

• Responsible for the daily operations of the department, including daily schedule maintenance, back up for call outs, assist in peak hours/rushes to alleviate lines and move customer traffic throughout the store
• Responsible for the appearance of the store and assigned departments:
• Facing, overhead storage safety, proper overstock labels, updated bin stickers, profit strips, cleanliness, endcaps full and faced, signs posted and current
• Responsible for worklists for Team Members within that department and their daily workflow
• Create, manage, and update break and lunch schedule for department, managing the break workflow for the department
• Shadow store candidate interviews to gain knowledge on the process

Safety & Compliance

• Responsible for promoting department safety, and continuous improvement of safety culture through Team Member interactions
• Responsible for Hazmat knowledge and procedures as they pertain to store and location

Education and/Experience:

• High school diploma or GED
• 1-2 years in a retail environment

Knowledge Skill and Abilities:

• Proficiency with Microsoft Office (Outlook, Word, Excel)
• Basic knowledge of D365 with the ability to learn system
• Ability to multi-task and work alongside Team Members, coaching and training in the moment
• Detail oriented, organizational, and problem-solving skills
• Ability to take a partner and follow through issues to resolution
• Foundational organization, leadership, customer service and communication skills with the drive to consistently build upon these skills I,A3004_1072_0

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills: Ability to read, write and comprehend instructions and correspondence. Ability to effectively present information to customers, clients, and other Team Members of the organization.

Reasoning Ability: Ability to apply common sense understanding to carry out written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Work Location/Physical Demands:

Work location is within one of Friedman’s Home Improvement retail locations. Travel between retail stores, distribution center and headquarters may be occasionally required. Hours are to meet the needs of the retail business and typically vary from 4:00am-9:00pm, Sunday through Saturday with occasional variations as needed.

The physical demands and work environment characteristic described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the Team Member is regularly required to stand; reach with hands and arms and talk or hear. The Team Member is frequently required to walk; use hands and fingers, handle, or feel and climb or balance. The Team Member is occasionally required to sit; stoop, kneel, crouch, or crawl. The Team Member must be able to lift and /or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus. While performing the duties of this Job, the Team Member is occasionally exposed to outside weather conditions. The Team Member could be exposed to high, precarious places; fumes or airborne particles; toxic or caustic chemicals; occasional extreme cold and extreme heat. The noise level in the work environment is usually moderate.

Competencies

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Project Management - Coordinates projects; Communicates changes and progress; Completes projects on time and budget.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Maintains confidentiality.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Visionary Leadership - Inspires respect and trust; Mobilizes others to fulfill the vision.

Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change.

Delegation - Delegates work assignments; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Accepts feedback from others; Gives appropriate recognition to others.

Managing People - Takes responsibility for subordinates' activities; is available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Continually works to improve supervisory skills.

Business Acumen - Understands business implications of decisions; Aligns work with strategic goals.

Cost Consciousness - Works within approved budget; Contributes to profits and revenue.

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.

Ethics - Treats people with respect; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.

Judgment - Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.

Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity.

Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality –Is consistently at work and on time; Arrives at meetings and appointments on time. Regular and predictable attendance is an essential function of the job.

Dependability - Follows instructions, responds to management direction; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks or notifies appropriate person with an alternate plan.

What’s in Friedman’s toolbox for Team Members:

• Employee discount on all merchandise
• Store bonus eligibility
• Team Member of the Quarter opportunities
• Tuition reimbursement to further career path

This is a non-exempt position located at Friedman’s Home Improvement, CA retail store. Hours are retail need based from Sunday – Saturday.