Job Details
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Job Description
Role Parts:
1. Physical Store Customer Service
- Responsible for receiving customers, explaining products, hospitality, upselling/cross selling
- Preparing orders: responsible for taking, preparing, packaging and processing shop orders.
- Maintains a clean and professional appearance
- Maintains a clean and organised workspace including: grinders, scales, freezers, coffee preparation area for customer hospitality
- Cash: managing shop cash float, processing payments by cash or credit card, completing end of day, week and month balance.
- Stock Management
- Ensures coffee and other product stock is kept in prescribed quantity, quality and manner
- Maintains appropriate stock of supplies: packaging, labels, stationery
- Shop Presentation: ensures display, products and atmosphere is clean, organized and appropriate in accordance to agreed arrangements, this will require cleaning and organizing as necessary
- Marketing: ensures that shop marketing material is kept updated, clean and organized, liaises with marketing team and proposes visual advertising for shop and shop external area.
- Shop data: gathers and records all relevant customer and shop information and data, reporting to leadership team
- Maintenance: ensures that all equipment and accessories are clean, tidy and in good working condition including: grinders, scales, freezers, coffee boxes etc.
- Shop Admin: manages all administrative tasks related to the shop including files and forms.
- Meetings: attends relevant team and leadership meetings to report on shop matters.
- Targets: strives towards set KPIs and reports on relevant objectives, outcomes and challenges
- Backup & handover: Barista trainer and client relations officer.
2. Retail Customer Service
- Online retail orders: Carefully monitors messages and calls from the coffee hotline, website, WhatsApp, Instagram, Facebook and Google maps. Responds promptly and thoroughly to all orders, enquiries and any other communication
- Processes orders: through to operations team
- Supervises and assists with order preparation
- Organises delivery plan with operations team
- Keeps workspace and equipment clean and tidy
- Promptly monitors and responds to online customer reviews and comments eg Facebook, Google maps, Instagram, etc
- Customer Data: ensures all names, addresses, locations, landmarks etc are kept up to date, recording any problems, flagging problematic customers, and reports complaints and praise points from customers
- Carries out regular customer news and surveys in liaison with marketing team
- Ensures excellent customer service is provided at all times, monitoring and coordinating changes to delivery arrangements and reporting a flagged customer
- Stock Management:
- Ensures coffee stock, coffee treats, devices and accessories are all kept in prescribed manner and freshness
- Maintains appropriate quantity and quality of packing materials: coffee bags, delivery bags, stickers, labels, etc
- Targets: strives towards set KPIs and reports on relevant objectives, outcomes and challenges
- Carries out POS receipting and filing as necessary in liaison with finance team.
3. Wholesale Clients
- Provides support in liaison with wholesale clients and prospective clients
- Assists in preparing newsletters and updates to opening hours, holidays, new products etc.
- Follows up weekly with wholesale clients, receives orders, prepares them and ensures smooth delivery
- Follows up monthly with wholesale clients to seek feedback and identifies areas for improvement
- Assists marketing team with marketing material preparation and implementation for CS clients
- Provides assistance and back up support, when specifically needed, arranged in liaison with line manager.
4. Marketing Assistant
- Assists marketing team in preparing and implementing marketing and advertising material HD, CS, Shop and internal.
- Assists marketing team in liaison with graphic designer and marketing agency
- Assists marketing team with preparing and implementing BTL marketing material
- Assists in researching and gathering relevant information, printing and products.
- Gathers feedback from customers to help inform constantly improving marketing and advertising material
Job Requirements
In order to succeed in your role, you will need to have:
- Great team skills
- The company is a small integrated community. So, it is anticipated that all staff are ready to contribute and support each other in their roles if there is a need – in order to ensure the continued smooth operations of the company.
- Language and Computer Skills
- Excellent user of computer programmes such as Excel, Word, emailing, PDF, etc
- Previous experience in use POS programmes is a plus
- Excellent English language writing, reading and comprehension.
- Personal Responsibility and Initiative:
- Contributes to a positive work environment and great customer service
- Demonstrates integrity in cash and other business transactions
- Takes initiative to improve own coffee knowledge
- Demonstrates punctuality in arriving on time and making appropriate arrangements if prevented from working.
