Customer Experience Supervisor

at  Heemans

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 customers, 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.

KNOWLEDGE, SKILLS & PERSONAL ATTRIBUTES

• Excellent customer service skills, both written and verbal
• Open communication style
• 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)

• Assisting customers by locating specific products, making informed recommendations, advising them on appropriate plant care and answering any additional questions.
• Supervising the Front End team, comprised of 50+ Customer Experience Associates who will specialize as Cashier, Baristas, Soil & Cart Attendants, and Berry Drive-Thru Attendants.
• Support the Customer Experience Manager in supervising, training, and developing the team of Customer Experience Associates.
• Ensure a smooth, efficient, and pleasant checkout experience for customers.
• Assist with ordering, manage inventory, and oversee product storage and display 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 and 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.
• Verify drawer management by regularly balancing tills, confirming ‘active drawers’, putting balancing envelopes and tills in the safe, and ensuring the correct drawers are being carried over in the evening.
• Supporting other departments with extra work and assigning Customer Experience Associates ‘busy work’ and prep work.
• Prepare menu items, such as sundaes, coffee, and milkshakes, according to Heeman’s recipes and prescribed techniques.
• Mitigating 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.
• Answering radio calls from all departments with appropriate radio etiquette.
• Any other task as assigned by your manager.
• Work in compliance with all human resources, operational (SOP) and Food, Health & Safety policies and procedures.