JOB TITLE: Customer Consultant
Reports to: Shop Manager
Band: A
Division / Department: US Market/Shop Operations
Location: Field
Purpose of role:
The Customer Consultant is responsible for supporting all operational aspects of the shop in order to maximize sales and profitability through exceptional customer service. The Customer Consultant is committed to maintaining high professional standards in the areas of sales performance, customer service, visual presentation, inventory management, facility maintenance, shop operations, and professional development. He / she will demonstrate and uphold the values and vision of the company.
Role Definitions
Key Job Accountabilities:
Focus on the Customer
• Consistently acts with sense of urgency for customers
• Consistently establishes customer needs
• Effectively suggests new products or promotions tied to customer interests
• Is able to resolve customer concerns and turns returns into exchanges effectively
• May have received customer compliments
• Creates brand loyal customers
• Uses demonstrations and sampling to create theater and energy in the shop
• Follows company guidelines for customer service expectations
• Understands the importance of conversion, consistently close the sale effectively
• Demonstrates the ability to connect with people from the shop lease line and convert them into customers.
Achieves Results
• Meets all personal targets, exceeding some; consistently pushes self for results
• Understands importance of meeting personal targets and is willing to help others when asked
• Plans and prioritizes tasks effectively
• Thinks creatively to identify new ways to reach goals
• Accomplishes assigned tasks and takes initiative to complete tasks not assigned
• Encourages others and creates an atmosphere of friendly competition
• Works independently to complete tasks with little direction
• Helps others to understand why policy and procedure are important
• Expects others to achieve consistently; may have unrealistic expectations of others
Sells with Passion
• Passionate about selling products and being an ambassador for our campaigns
• Conveys enthusiasm for the brand or products to colleagues and customers
• Engages customers and colleagues in The Body Shop values through selling campaign products and volunteering
• Learns and maintains strong level of product knowledge and ingredients
• Learns competitor products and uses this information to effectively sell benefits of our products
• Shares sales and product tips with colleagues and displays desire to learn from others
• Identifies opportunities to improve store appearance; always maintains personal image to reflect store
Builds Team Energy
• Proactively asks for help and support
• Identifies and changes personal behaviors in order to positively impact the team
• Proactively gives feedback; responds positively to feedback given
• Builds strong working relationships with colleagues
• Communicates openly and honestly with others
• Is supportive of change and always reacts positively to new ideas or operational changes
Retail Operations
• Understands and complies with current and future policies and procedures for the POS and the intranet
• Is able to operate customer POS functions effectively
• Provides excellent customer service and strives for customer satisfaction
• Provides work availability that best meets the needs of the business
• Protects company assets through following proper procedures and providing highest levels of customer service
• Able to complete required paperwork timely and accurately
• Able to comply with all company policy and procedures
• Supports the shop’s business performance as directed
• Keeps informed of all corporate, federal, state, and local postings and communications that are posted in the appropriate shop areas
• Is responsible for completing training and development materials and training tracker is up to date
• Ensures that all Safety, Health and Environment policies and procedures are adhered to and issues/occurrences are reported in a timely manner
• Reports below standard facility issues and needed repairs in a timely manner
• Responsible for clean and safe stockroom standards
• Ensures shipment processing is safe
• Processes all inventory handling accurately
• Able to support the execution of shop appearance guidelines, promotional events
• Responsible for own contribution to expense control and overtime spend
• Provides professional phone etiquette to create, maintain and enhance client relationships
Other Responsibilities
•Perform other related duties as assigned or requested.
•Responsible for maintaining the ethical standards of The Body Shop including minimizing the environmental, health and safety risks in the workplace. Report potential risks, near misses and real accidents to relevant managers.
Personal requirements for role
Experience:
•Prior customer service experience preferred
•Prior experience working in cosmetics experience preferred
Qualifications:
•Must be (18) years of age or older due to safety and security issues and responsibilities associated with company assets.
•Open availability for evening, weekend, and holiday shifts
Physical Demands (Required by ADA)
What kinds of physical demands are required in this job? (Check those which apply and indicate the frequency required)
Sitting – How often? Not Applicable Standing – How often? Often
Walking – How often? Occasionally Lifting – How often? Occasionally
Carrying – How often? Occasionally Pulling – How often? Occasionally
What is the maximum weight required to be lifted/carried/pulled in this job? up to 25 lbs.
Does this job’s primary work environment involve detailed safety procedures (ie. hazardous materials, machinery with moving parts, etc.)? No
