Position : Retail Store Sr. Shift Lead

Location : Beaver, Utah

Requisition ID: : 25974

From locally owned dairy farms to the tables of our customers, you can be part of the story behind The Creamery and the cheese loved by families across the United States.

However, our brand isn't just a product on a shelf. As team members we are dedicated to connecting with customers and creating an unforgettable experience at The Creamery. From greeting customers and helping them find the perfect product to keeping the store clean or serving a meal at the Creamery Kitchen, our team members are just as much part of our brand as are our products. Therefore, we are looking for dedicated team members who are passionate about food, desire to be part of a brand, and are willing to engage with customers to create that memorable experience, bringing them back for more. Our team members understand our vision, contribute to our mission, thrive on innovative thinking, hard work and good, honest values. We are looking for dedicated team members to join The Creamery team who have a commitment to quality in everything they do.

General Purpose:

Lead and support retail employees specifically shift leads, in their daily routines, ensuring store operations run smoothly and efficiently, and customers have an exceptional shopping experience. Provide support to retail operations manager through improved retail operations and processes in retail and in ice cream as well as training and development of shift leads to create an environment of cooperation and teamwork to deliver an outstanding customer experience that aligns with brand guidelines.

Job Duties and Responsibilities:

• Function as the “go to” resource for shift leads while on duty especially when the retail operations manager is absent

• Provide feedback to retail operations manager on how to improve store operations including new processes to increase efficiency

• Create and manage a list of official shift lead duties, responsibilities and expectations to keep the store running smoothly including a daily checklist for both retail and ice cream.

• Plan and hold regular bi-weekly (or as needed) shift lead meetings

• Help and motivate shift leads to productively deal with issues that may arise in the store and with other employees

• Create and foster an environment of cooperation and teamwork among coworkers

• Create an environment of adherence to uniform policy standards, attendance, and cell phone usage during shifts

• Ensure the store continually meets brand guidelines and provides customers with a consistent and pleasing experience including product availability on store shelves

• Proactively review and monitor the customer experience and address any areas of concerns (e.g., wait times, cleanliness/store appearance, service, merchandise availability, signage)

• Engage with customers and assist with questions, concerns, or complaints in a professional and positive way; ensure all issues are resolved in a timely manner

• Help direct retail line, ice cream line or kitchen line when needed during demanding service periods to ensure store is operating as efficiently as possible

• Motivate the team during demanding service periods

• Provide recognition and constructive feedback to shift leads and retail associates as appropriate

• Train and develop new shift leads; provide coaching for ongoing improvement

• Identify and foster talent to grow retail associates into future shift leads

• Handle or escalate any customer or employee-related issues; document as appropriate for the retail operations manager to review

• Act as a role model in representing the company, the team, and themselves

• Perform any of the duties of the day porter, retail store associate and shift lead

• The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.

Minimum Qualifications:

Education and Experience

• High School diploma or GED equivalent

• 3+ years of retail store operations experience

• Demonstrated ability to deliver excellent customer service

• Leadership attributes or team leadership experience

• Certification and/or License – None

Knowledge, Skills and Abilities

• Customer service skills, including the ability handle challenging or conflict situations with tact and professionalism

• Able to respond courteously and efficiently to inquiries, complaints, and requests

• Able to work in collaboration effectively and foster good teamwork

• Able to motivate others in a positive and constructive manner

• Able to demonstrate solid judgment and decision-making skills

• Able to resolve internal conflicts with tact and professionalism

• Able to organize time, energy, and resources effectively to achieve goals (i.e., organizational skills)

• Attention to detail and able to multi-task

• Problem solving skills

• Able to communicate clearly and effectively, both verbally and in writing

• Able to apply company policies

• Must be able to read, write and speak English

An Equal Opportunity Employer