Job Description:
Greeter Role Description- Factory
The Greeter is responsible for creating the initial moment of influence for our customer and her experience with Coach. Greeting the customer at the door creates the first impression with the shopper and establishes a warm and welcoming shopping environment. The Greeter also assists in protecting store operations and contributing to LP awareness.
Responsible for:
* Greeting every customer in a timely manner, engaging with eye contact and a smile
* Tailoring the greet, knowing when to keep it short and to the point or when to engage customer in further conversations
* Maintaining energy and enthusiasm in verbal greets
* Creating customer's first impression of the store
* Displaying open, engaging body language to appear approachable and inviting
* Connecting customer to sales associate and seamlessly handing off
* Communicating with front zone associates and Service Leader/Operations Leader
* Being aware of activity outside the store to communicate to Operations Leader
* i.e., large tours, buses, potential shoplifters
* Alerting Operations Leader to known re-seller entering the building
* Handing out and explaining coupons, when applicable
* Monitoring the Sensormatic
* Physically opening the door, if appropriate
* Answering customer questions
* Reading cues and responding appropriately
* i.e., offering assistance to open the door, directing customers with returns or those who appear "on a mission", handing off to sales associates
* Determining/communicating if second greeter is needed
* Schedule a back up greeter ("BUG") to respond to alarms, step in to greet when greeter is engaged
* Redirecting non-purchasing customers (i.e., ask them what they were looking for or unable to find and point them to an appropriate area of the store)
* Saving the sale when a customer enters with a return/ exchange
* Thanking the customer and inviting her to return
* Communicating a reason for her to visit again
Demonstrates the following Knowledge, Skills, Abilities, and Attitudes:
* Energetic, genuine, focused, friendly, passionate
* Solution oriented
* Positive and confident demeanor
* Vocal projection
* Functional knowledge of core collections, silhouettes, features and benefits, store layout, inventory levels, promotions/price changes, return/repair policy
* Ability to switch gears and read customer cues
* Ability to match inflection and tone to the energy of the store
* Ability to exhibit good judgment and make necessary decisions or exceptions to maintain service levels
Stock Associate/Runner Role Description- Factory
The Stock Associate/Runner plays an integral part in a store's success by effectively and efficiently managing the stockroom functions. This multi-purpose role protects the customer experience by keeping the store inventory stocked and housekeeping standards maintained. The Stock Associate/Runner supports the management team by always being aware of product flow and inventory levels.
Responsible for:
Stock Room/Warehouse
*Receiving shipment
- Communicating with Store Management when new product arrives
- Scanning in cartons/transfers and verifying store information is correct
- Communicating all carton discrepancies to Management
- *Processing shipment/transfers according to Coach standards and timeframe
- Maximum of 50 units per transfer and one transfer slip per box
- Ensuring each item transferred in/out has the correct ticket/SKU to maintain SKU integrity
- *Sensoring product to standard
- *Bulleting and reticketing Full Price product with FA tag
- *Re-ticketing returns and clearance/mark downs
- *Filling in damage tags for defective/damaged product with date, reason, style, and SKU number
- *Sending out repairs as necessary (with Management sign-off)
- *Processing charge sends/charge holds
- *Ensuring proper documentation is available for all product leaving the store (transfers and customer charge sends)
- *Organizing and cleaning stock room daily
- Offsite and Remote
- *Shifting and organizing product in the stockroom, reacting to sell through and making room for new product
- *Managing stock levels/product ownership
- *Preparing and conducting cycle counts and inventories
- *Managing delete list - what can and cannot go out on the floor
- *Maintaining Loss Prevention standards
- *Reading the communication log (if applicable)
- *Answering phone
- *Utilizing walkies and communicating throughout the hour with the Operations Leader - Replenishment
- *Maintaining housekeeping standards (i.e., light bulbs, trash removal, cleanliness)
Sales Floor
- Walking through the sales floor to assess replenishment needs
- Replenishing sales floor/assigned zone (cabinets, drawers, carts)
- Communicating product levels to Store Management
- Maintaining visual standards (i.e. trim, cubbies, display walls)
- Taking initiative to serve as a back-up to cashiers and greeters, as needed
- Supporting sales associates
- Communicating information on price points, features/benefits, colors available, or stock availability to multiple customers
- Responding to customer requests and seamlessly handing off to sales associates, while having the confidence and service/selling ability to sell if needed
Demonstrates the following Knowledge, Skills, Abilities, and Attitudes:
- Phone/Walkie etiquette
- High degree of personal and professional integrity
- Positive attitude toward change
- Appropriate sense of urgency
- Detail-oriented with a high degree of planning and organization skills
- Flexibility/adaptability to peak and non peak traffic periods, maintaining appropriate pace
- Time management ability to prioritize daily and weekly tasks that need to be completed
- Solution-oriented and able to identify barriers in the work process
- Ability to understand and read shipment reports, price sheets, and product release sheets
- Ability to multi-task and service multiple customers
- Ability to interact with customers in an approachable, friendly, knowledgeable, and professional manner
- Ability to reference visual binder/standards and product knowledge cards
- Resourceful and effectively uses tools to find answers to problem solve
- Takes time to understand customers by actively listening
- Exhibits positive, approachable, open body language
- Team-oriented and collaborative
- Uses good judgment and takes initiative to make a decision for the needs of the business
- Strong knowledge base of current product collections, pricing, features
- Knowledge of hold policies and charge sends
- Appropriately represents the brand by adhering to dress code standards
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