Customer Engagement Clerk

Community Natural Foods Customer Engagement Clerks must possess genuine excitement to help our customers. The role is responsible for ensuring customers are served effectively, leave educated on the products within the store, and are provided answers for their questions. The target is to ensure proper application of Customer Relationship Excellence and maintain high customer satisfaction while growing sales.

WORK PERFORMED

CUSTOMER SERVICE AND ENGAGEMENT

• Greet customers and engage with them in accordance with their interest, being attentive to their needs.
• Communicate with customers with a high level of professionalism and with a positive and friendly nature.
• Address and answer questions about products in all departments, and the natural foods industry.
• Understand and consistently demonstrate and apply all 6 steps of Customer Relationship Excellence (CRE).
• Share stories about our company, products in all departments, vendors, and farmers with customers.
• Manage and resolve customer complaints effectively and understand when a situation requires a manager’s intervention.
• Actively promote events and marketing initiatives.
• Other duties as required.

PRODUCT KNOWLEDGE

• Develop ongoing knowledge of nutrition, health, wellness, lifestyle, and diets broadly and actively share knowledge with customers and team members.
• Actively participate in all mandatory trainings.
• Utilize active listening and apply appropriate judgment when advising customers on products which are appropriate for them.
• Guide customers through their health journey to their best choice.

ACTIVE PROMOTION OF PRODUCT

• Support ongoing interactive and engaging programs to educate customers on the value of products and services from the store.
• Communicate sales and promotions, make sales referrals, cross-sell, and introduce new products.
• Advocacy of brand and core values.
• Other duties as required.

SUPERVISION RECEIVED

Reports to the Customer Engagement Manager; daily supervision provided by Customer Engagement Supervisors; work is reviewed in terms of achievement of daily goals and application of knowledge, skills, abilities, and attitude.

QUALIFICATIONS

• High School diploma preferred.
• 1-2 years retail experience.
• In-depth knowledge of the Natural Foods Industry and its products.
• Exceptional customer service skills.
• Proven sales skills.
• Passion for sharing information and stories of products, services, vendors, and experiences.
• High EQ – developed ability to relate with people sensitively, tactfully, diplomatically, and professionally at all times.
• Perceptive and attentive to the needs of others.
• Friendly, positive attitude and high energy.
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
• High care for product integrity and proper product handling.
• Strong organizational skills.
• Self-motivated.
• High initiative and willingness to communicate concerns directly.
• Above average Service Orientation.
• Computer knowledge.
• Time management skills.
• High personal ethics and integrity.
• Ability to work well under pressure.
• Dependability.

ESSENTIAL JOB FUNCTIONS

• Stand and walk for extended periods of time.
• Bend and stoop to grasp objects and climb ladders. Bend and twist neck and waist, reach above and below shoulders and squat.
• Bend and lift loads, not to exceed 50 pounds. Push and pull carts weighing up to 100 pounds.
• Environmental exposure to extreme temperatures (coolers, ovens, freezer, outdoors, etc.).