Position Summary:

Provides customer service support to the organization to ensure an excellent standard of service and maintains high-level of customer satisfaction. Responsible for ensuring that daily opening and closing task are complete. Works to resolve issues that arise related to both retail and wholesale pickup orders. Assist customers and staff during business hrs. This position reports directly to the Retail Supervisor.

Responsibilities:

A Retail Associate Lead/Key Holder: responsibilities include, but are not limited to, the following:

· Must be available to work a flexible/set schedule (including weekends), hours to range from within 5am - 4pm.

• Operates the retail outlet store ensuring the highest level of customer satisfaction.
• Prepares the store to ensure all product is displayed prior to opening retail.
• Fills, maintains, and rotates products and displays, ensuring all product have correct labels and dates.
• Prepares customer food and beverage orders.
• Operates Point of Sale (POS) cash register/ credit card machine, bread slicer, espresso machine and other retail equipment
• Attending to details of transactions.

· Provides accurate product knowledge and pricing information to customers. 

· Takes and processes order information – with customer’s needs and production process in mind. 

· Is responsible, as part of the team, for cleanliness of the bakery to include prep areas, indoor & outdoor seating areas, in addition to daily, weekly and monthly cleaning duties.

· Completes assigned shift duties – works as a team with other bakery employees.

· Participates in comprehensive training and development programs.

· Answers phones and multi-tasks order and service responsibilities. 

· Maintains positive customer relations and takes actions necessary to resolve issues involving customer orders and product quality.

· Maintains safe working conditions and preserves the integrity of the environmental health and safety system through adherence to the policies and procedures outlined in the Safety Manual. 

· Is engaged and enthused with other team members and always has a positive attitude with customers.

· Is self-directed during slower periods of operation.

· Brings creativity and problem-solving skills to service situations.

· Has the ability to cut staff maintaining customer service and business goals, in the absence of a supervisor.

· Trains employee

· Place orders for bread/product for the following day

· Place order/communicate needs for inventory supplies (cleaner, gloves, product, etc)

· Report any equipment issues immediately.

· Escalate employee, facility, and complaints to Retail Supervisor and/or Bakery Operations Manager as necessary.

· Shift lead has the authority to create last minute promotions of product based on overages; or at the owner’s/Bakery Operations Mangers request. Shift lead may create signage and take photo for posting on social media (Sending to Supervisor).

· Must complete serve safe training within the first 60

· Adheres to all regulatory requirements including FDA, EPA, OSHA and HACCP.

Qualifications:

• 2 years of experience in customer service or other related field, preferred.
• 18 years of age or older
• Excellent communication skills.
• Highly organized with the ability to multitask and prioritize.

· Able and willing to deliver friendly, courteous, prompt customer service.

· Able and willing to work well with others as a team member.

· Able and willing to interpret, understand and follow instructions and solve problems.

Work Conditions:

· A Retail Associate Lead/Key Holder: Duties are performed primarily in the Retail department; however, staff are cross trained in back of house helping complete customer order, prepping, packaging, and office support, etc.

· Work includes walking, standing for prolonged periods, multitasks in fast-paced environment, reaching and lifting baked goods weighing up to 50 pounds.