Primary Purpose of the Position

This position is responsible for interfacing with customers in person or by phone on a regular basis. The Retail Associate records customer information and order requests into computer or POS (Point of Sale) system for processing and delivery of customer service.
 

Reports to

     Retail Sales & Service Supervisor

Department

     Retail Showroom

Key Areas of Responsibility

• Customer service and retail sales
• Order processing and returns
• Product Merchandising
• Order fulfillment

Essential Duties & Responsibilities

• Assists customers in person, by phone, or by email in a professional and courteous manner at all times.
• Utilizes the computer to enter data, process orders & catalog requests, look up records & customer accounts, and confirm availability of merchandise.
• Greets customers into the showroom, and personally assists in helping to find/identify products for purchase. 
• Picks customer orders from distribution stock as needed.
• Sets up advertising signs and displays merchandise on shelves, counters, or tables to attract customers and promote sales. 
• Stocks, organizes, and cleans storage areas and displays with merchandise.
• Uses the Point of Sale (POS) system to accurately process and complete customer purchases, orders, and returns.
• Receives payment for parts, and processes/obtains credit authorization, wraps/bags merchandise for customers.
• Regularly solicits sale of feature, cross-sell, and up-sell products to customers, including Gold Club Memberships. 
• Performs outbound calls to respond to customer emails, answer requests delivered by third party vendors, gather missing information, and advise customers of parts on backorder or discontinued items.
• Brings customer concerns and complaints to the attention of assigned Supervisor for resolutions and/or further investigation and consideration. 
• On an as-assigned basis, aides with processing of the showroom deficiency report.
• Cleans display cases, shelves, and aisles.

Educational and Experience Requirements 

A high school diploma or GED is required for this position.  Previous experience in interfacing with customers in a retail, cashiering, or call center experience is preferred.  Additional requirements include:

• Strong verbal and written communication skills
• Strong customer service and support abilities
• Effective computer and data entry skills
• Basic problem solving and analytical skills
• Displays flexibility in work schedule according to the retail store hours, which may include nights, weekends and possible holidays
• Ability to multi-task and manage competing priorities. 
• Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future for this position.

Physical Demands

While performing the duties of this job, the team member is regularly required to use hands to finger, handle, or feel and talk or hear.  The team member is frequently required to walk, sit, and reach with hands and arms.  The team member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position works in a traditional retail environment with a noise level that is usually moderate.