Customer Service Specialist

Description

Performance Indicators

SALES

Contributes to the multichannel sales performance by promoting deals and offers and taking the opportunity to up sell with each customer interaction

• Aware of sales targets and uses this information to drive additional sales
• Uses their knowledge to share to support customers with their purchase, including location of products, newness, nutritional content, size, how it differs from the competition and price range, etc
• Seeks opportunity to promote deals and offers, up sell and offer perfect partner products
• Drives Units Per Transactions by ensuring correct products are in the right place and replenished
• Helps the customers to shop via the different multi-channel options where available.
• Provides targeted product tasting to educate customers, increase product awareness and increase sales where applicable
• Understands what the point of difference is between M&S products and the equivalent products in other retailers
• Uses selling skills and in depth knowledge to personally drive sales
• Seeks opportunities to promote store events
• Awareness of good and poor performances across the category including best sellers

Contributes to stock accuracy and on shelf availability by identifying gaps and replenishing accordingly

• Replenishes products throughout the trading day
• Check Stock reports for new and replenished lines and ensure they are displayed
• Uses stock reports to keep updated on product catalogue and sales opportunities
• Carries out simple counts, utilizing stock report and completes full bi-weekly stock count
• Uses the daily availability report to query availability issues

Delivers accurate and timely implementation of corporate layouts and events in line with the M&S Brand

• Effectively implements planogram layout and product flow
• Uses knowledge of Promotions policy to implement required changes
• Implements phase change according to policy
• Delivers visual display standards through the consistent delivery of all the key principles
• Ensures correct promotional marketing is in place (A4s, promo tickets, etc)
• Understands the customer journey and how this impacts on category and product layout
• Informs manager when they identify opportunities to improve performance through changing layout

SERVICE

Ensures a memorable multichannel shopping experience by being friendly, helpful, knowledgeable and connected to sell

• Notices the customer and makes them welcome, taking the initiative to talk and interacts with them sharing information about product offers
• Delivers great service for our customers and role models our 4 key service behaviors at all times Be Positive, Be Determined, Take Ownership & Responsibility and Be Respectful
• Ensures the store is customer ready and putting the customer first before task to ensure they are the priority at all times
• Helps customers to shop more of the shop by confidently promoting the multichannel services available
• Flexible to meet the customer needs i.e. to cover/move departments when necessary
• Resolves in-store customer queries and complaints and escalates where appropriate
• Knows how to act on customer feedback and who to escalate it to
• Works with pace and efficiency at the till point, makes eye contact and smiles at customers including those in the queue
• Processes till point transactions efficiently and maintains till point standards
• Maintains a general awareness of the competition, store product range and store navigation
• Understands relevant service measurements and the part they play in delivering great service, confidently explaining customer satisfaction survey at the till point
• Recognizes individuals who deliver excellent service by giving feedback and utilizing any relevant recognition scheme
• Personal appearance meets the M&S standards, including the wearing of the correct uniform and name badge

STANDARDS

Maintains packet perfect shop floor standards aspirational Hospitality standards throughout the trading day, for customers and colleagues

• Uses the Ready To Trade Checklist and product specification to maintain opening Standards
• Ensures products are displayed according to visual display standards for opening and maintained at all time
• Implements principles of Clean As You Go for kit, counters and seating areas
• Logs equipment failures
• Prepares the product for the customer in line with area requirements focusing on presentation, quality and efficiency
• Maintains a high level of personal and food hygiene at all times

Maintains a safe and legal working environment for customers and colleagues

• Completes Date Expired Food process, hot food temperature due diligence and signs Date Expired Food documentation relevant to area
• Maintains the cold chain and frozen temperature requirements
• Ensures all legal ticketing and decor within section is delivered to policy
• Delivers a safe working environment for both customers and colleagues
• Carries out price checking, actions red alerts, completes Return To Manufacture and weight scale check
• Ensures all transactions comply with product restriction laws
• Maintains a high level of personal and food hygiene at all times
• Uses equipment in line with health and safety principles and training
• Takes responsibility for maintaining store equipment
• Has an awareness of potential hazards and takes appropriate action

PEOPLE

Shares knowledge and experience with other team members & takes ownership for own personal development

• Keeps up to date with relevant information about the Business, Store and Section and shares their knowledge and experience with other team members
• Provides timely and appropriate feedback and suggestions to Employee Involvement Group Representatives
• Ensures learning is put into practice
• Collates evidence throughout the year and prepares for Performance Review conversation, sharing their evidence with their line manager

COSTS

Minimise losses and works in an efficient and productive manner

• Is vigilant to internal/external theft using deter techniques i.e approaching and offering service to the individual
• Plays a part in delivering the shrinkage action plan within the department
• Minimizes stock losses through accurate date and stock rotation, counting, portion control and recording of stock
• Carries out accurate and efficient operation at all services points e.g. till, food preparation (slicing and packaging)
• Understands recovery targets and how to minimize waste
• Delivers Food productivity targets and scan rates
• Takes responsibility for identifying solutions to issues where appropriate suggesting more efficient ways of working

• Stock Availability

• Meeting Sales targets

• Tell M&S

• Complaints/Customer Feedback

• Waste Management

5. JOB CONTEXT: Define organizational policy and other factors that have a critical impact on the job

The Customer Assistant should have an experience on Food and Hospitality business if not great passion and potential to learn. They should be multitasking, very effective on executing SOPs and the tasks mentioned in the Job Profile for multi section environment that consists of, M&S Café, Food and Take Away. They should be an engaging personality and be comfortable with taking customer feedback, helping customers to have the best customer journey in an M&S Food Store or Café environment.

6. QUALIFICATIONS, EXPERIENCE, & SKILLS:

Minimum Qualifications and Knowledge:

High School Educated, with on the job technical knowledge and related experience for Food and Hygiene

Minimum Experience:

3+ years of retail/ F&B sales experience

Job-Specific Skills:

Good verbal communication skills, F&B hygiene knowledge and certification

Behavioural Competencies:

Connects with our customer and each other by being positive, determined, respectful and taking ownership & responsibility to actively sell.