Job Description

Description

Purpose of the role

The ideal candidate for this role will be responsible for converting customers visiting the showroom into a sale through tangible product demonstration meeting the sales targets and for facilitating order captures, documentation gathering and administration. You will need to ascertain our customers immediate need and have clear direction on product pricing and offers as aligned to catalogue to be able to sell features and benefits of each product and category. You will also provide customer query resolution as well as capture customer payments and refunds / credits.

Manage the customer journey account opening and order processing

• Ensure Customers are greeted on entry. Ensure that her immediate need is ascertained
• Ensure products are visually displayed as in that of the catalogue
• NTF customers are to be encouraged / incentivised to open an account
• Ensure pricing is correct on product and ascertain customers ATB
• Provide customer assistance with regards to instalment payments, query resolution, order processing and goods returned
• Ensure that the customer services and support service level agreements are in place and are achieved
• Ensure a professional, polite, and efficient service is offered by acting as an ambassador
• Ensure customers are assisted at self -help kiosks
• Facilitate daily administration duties aligned to customer service, vetting, order and query resolution
• Ensure you meet business objectives whilst maintaining a high level of customer satisfaction when marketing and creating Showroom awareness

Product knowledge and pricing management

• Ensure that you are up to date with the catalogue and HomeChoice Products specific to your product category
• Ensure that you are aware of product features and benefits, including Electronics, and are able to sell with conviction
• Ensure sufficient and up to date training is driven by yourself with regards to products featured as well as fully informed around insurance, legalities etc.
• Ensure that you are aware of any competitor products and understand how to up sell
• Ensure that pricing and offers are aligned to catalogue and price changes/ offers are actioned accordingly
• Visual Merchandising & Housekeeping
• Ensure that products are visually merchandised in accordance to VM policy
• Ensure housekeeping standards are adhered to in accordance with policy
• Meet operational efficiencies Consistently reach performance targets and standards relating to productivity, adherence, turnaround time and quality
• Always ensure that any outstanding tasks are up to date
• Adhere to all service level agreements Constantly and proactively communicate ways to improve efficiencies in our performance, procedures and systems
• Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks
• Always make sure that the correct information is relayed to customers
• Acquire and accurately capture all necessary information
• Ensure current catalogues and order forms or consistently in stock and displayed accordingly
• Ensure that you are 100% versed in daily operations with regards to click & collect procedure
• Ensure a professional, polite and efficient service is offered by acting as an ambassador

Provide an exceptional customer experience

• Take responsibility by ensuring that advice is always given in the customers best interest
• Handle objections appropriately to ensure that positive results are achieved whilst maintaining customer satisfaction
• Continuously work towards improving the customer experience and service delivery

Adhere to quality standards

• Always make sure that the correct information is relayed to customers
• Acquire and accurately capture all necessary information
• Ensure that all admin and reporting is conducted timeously and in accordance with required processes and procedures
• Adhere to policies, procedures and all business standards and requirements
• Ensure that your appearance is aligned to staff policy, are wearing staff uniforms & name badges as supplied by HomeChoice
• Housekeeping
• Dusting of displays
• Wiping of CS and Customer touch point areas (Covid hourly)
• Mopping of floors
• Sweeping of floor
• Vacuuming of floor
• New Business activatons
• Influence the public to increase feet into your store. Engage the public on product and campaigns
• Goods returns & administration
• Manage Customer returns administration and stock returns to WFS /GR book audits

WFS Feedback

• Process GR - Refunds / Credit Customer"
• Assessment process completion
• Ensure that Assessments are documented on customers account
• See that assessments are posted and collected timeously"
• Stock managementStock orders, taking constraints into consideration such as storage space and stock on hand
• Assembling of goods delivered for Showroom floor
• Maintaining Stockroom according to Business standards
• Replenishing of Spares for breakages
• Ensure all Visual Display Stock is scanned in & all paperwork has been signed & filed
• Ensure that floor check & stock take on Click & Collect parcels are done weekly
• Feedback to be sent to Admin Manager & any discrepancies reported
• Ensure that monthly Click & Collect figures are sent to HCDC Inventory Manager
• Ensure daily duties as per Stockroom roster is adhered to
• Ensure all PODs are captured & Click Collect parcels aged stickers are completed & pasted on Click & Collect parcels
• Ensure all Click & Collect parcels are scanned same day as delivery
• Ensure delivery note of Click & Collect is passed onto Showroom Salvage staff to contact customers for collection daily
• Ensure that Stockroom housekeeping standards are kept
• Ensure all GRs are accounted & sent to HCDC daily
• Ensure all communication regarding stock is emailed to HCDC & Showroom Management
• Ensure Security is present when deliveries take place
• Ensure that security surrounding opening and closing procedure is adhered to as well as security in general is consistently communicated to staff, run monthly emergency procedures to ensure staff are equipped to deal with any security issues

Administration & Reporting

• Receipting deliveries from DC
• Receipting goods return with Security
• Liaising with Admin Manager on Parcels for Click & Collect
• Overseeing stock transfers to and from the DC as per policy
• Ensure Stock Take are completed regularly in line with set KPAs

Requirements

• Grade 12/Matric/NQFL 3/ NQFL 4 (Minimum Required)
• 1 Years experience in retail
• Must be able to work shifts, weekends and public holidays
• Working in the homewares retail industry would be advantageous

Attribute & Behaviours

• Energetic with a positive attitude
• Persuasive skills
• Ability to work independently as well as within a team
• Excellent communication skills
• Good analytical ability and attention to detail
• Resilient and change orientated

Closing Date: 21 July 2023

Work Level

Skilled

Type

Contract

Salary

Market Related

Duration

EE Position

Yes

Location

Free State

HomeChoice International