Retail Operations Associate

Primarily a sales support role reporting to the Customer Experience Manager - Retail

Operations. The Customer Experience Associate - Retail Operations (CXARO) will

deliver operational excellence that enables the Atlas Experience to customers that

is Fun, Memorable, Personalized, Effortless and Value Added.

The CXARO contributes actively and positively to sales-merchandising culture and

operational excellence at retail. They will lead a number of functions in the store

including, but not limited to: replenishment, visual merchandising, Section

Perfection standards, auto-replenishment maintenance, inventory management,

planogram design, event setup, warehouse maintenance, receiving, analysis of

reporting tools to enhance merchandising experience to drive sales, and when

required, customer service and sales.

The CXARO will be responsible for section and POD Ops Excellence and ensure that

retail sales per square foot is maximized. Using data driven decision making, Retail

Ops will deliver full, attractive, interactive displays that are in line with the Section

Perfection Playbook. They will focus on following replenishment guidelines and

work with the POD CXAs, CX Lead and CX Manager to remedy inventory issues and

constraints in the replenishment process.

Delivering sales growth through world class visual merchandising and operational

excellence is key to success in this role.

KEY DUTIES & RESPONSIBILITIES:

● Warehouse Management and Receiving, Prepare receiving warehouse for daily truck deliveries. Ensure truck path is clear and receiving dock is organized.

● Conduct daily opening and closing safety walk of warehouse and back end

hallways to ensure pathways and racking are clean, uncluttered and secure.

● Ensure safe, efficient and organized offloading and loading of transfer truck.

● Ensure all shipments being sent back on the truck are accounted for and

secured on the vehicle.

● Follow all protocols related to safely providing green light for truck receipt and

dispatch.

● Organize shipments and stage them to be sent to the sales floor or be put

away in designated warehouse bays.

● Receive store bound PO shipments. Follow all receiving procedures to ensure

all inventory is accounted for. Escalate discrepancies following established

SOP.

● Maintain clean and organized signage and fixture zones. Monitor stock levels

of store use supplies and fixtures and create order requests to appropriate

party.

● Maintain safe, clean and organized display box inventory section. Assist with

display sales.

Merchandising and Inventory Management

● Coordinate replenishment activities by flowing stock to the sales floor.

● Surface issues with auto-replenishment, overstock and inventory to be

addressed post replenishment.

● Perform post auto-replen OOS procedure as per SOP for Auto-Replen.

● Perform cycle counts where required to correct discrepancies.

● Perform inventory investigations and escalate concerns in line with SOP

● All sections must be merchandised to the standard outlined in the Section

Perfection Playbook. Perform scheduled store walks to identify problem areas.

Partner with POD team to close gaps.

● Perform adjustments to transfer order min/max levels when observing out of

stock items within the store. Suggest adjustments to purchasing reorder

min/max values based on sku performance data and OOS frequency

● Create interactive and engaging displays that encourage play and trial at the

front of major sections and in line where appropriate. Partner with section

associates and leaders on planning.

● Maintain full bays at all times and react daily to stock outs with extra facings

and substitute items using the Black Dot Program. Identify need for section

reflow where stock outs are excessive and black dot program will not work.

Partner with CXM and Purchasing to escalate stock deficiencies.

● Replace empty hooks with adjacent double facings and substitutes in

accordance with the Section Perfection Playbook Black Dot Program.

● Maintain signage standards in accordance with the Section Perfection

Playbook.

● Coordinate with marketing and purchasing and execute large signage drops

such as quarterly price changes, in store specials, events, etc. Partner with CXA

team to execute.

● Execute promo plans, sales and events through coordination with all

stakeholders.

● Execute event setup by auditing flyers, product locations and pricing in line

with the Event Prep Checklist. Partner with CXA and OXA team to execute.

● Participate in and promote culture of ongoing cleaning and section

maintenance to maintain 10/10 look and feel all day, every day.

Customer Experience and Sales

● Achieve sales to budget targets.

● Acknowledge customers while on the sales floor.

● Filter customers through appropriate sales channels. Perform warm handoffs

to Customer Experience Associates and customer success channels.

● Deliver service that is fun, memorable, personalized, effortless and value added

for customers.

● Embed the Atlas Core Values in everything we do and be an example to others

● Celebrate team success and success of others. Personal success viewed as

contribution to the POD overall success.

● Follow break schedules and be adaptable where necessary to ensure coverage.

Employee Experience.

● View CXARO as support role for the CXA team to enable the “Atlas Experience”

and grow sales.

● Prioritize work that enhances the ability of the CXA team to deliver the “Atlas

Experience” and grow sales.

● Work to remove roadblocks that prevent the CXA team to deliver the “Atlas

Experience” and grow sales.

● Embrace and participate in atmosphere of fun, high performance, hospitality

and teamwork rooted in Core Values.

● Regularly use the language of Core Values to bring it to life in all we do.

● Maintain close relationships with all stakeholders and have an open dialogue.

● Be in tune with the team and culture and make recommendations for possible

changes and enhancements.

● Share your true self with the team. Celebrate personal achievements and

milestones of self and others and be there for others when experiencing

challenges.

● Be a role model for Core Values and Culture elements when new associates

train in the store. Work closely with new hires to help them understand and live

Core Values and exhibit behaviours in line with the Atlas Culture and Atlas

Experience.

Training and Development

● Grow product knowledge through in store training and resources and cross

training in warehouse functions. Stay on top of tool industry through websites,

videos and channels, social media. Be part of the Tool Community.

Understanding tools enables stronger merchandising and support for the CXA

team

● Engage in new associate training for merchandising and established

operational routines.

● Establish relationships with vendors and use them as a resource to grow

knowledge and solve problems.

Operations and Procedural

● Work with internal customers to solve issues and concerns. Be an outlet

for support and escalation.

● Work with customers and stakeholders to solve issues and customer

concerns. Escalate where required.

● Be a solutions finder first. Explain store policies and procedures to

internal and external customers where required.

● Recognize security risks, follow loss prevention best practices and escalate to

management as needed.

● Actively pursue opportunities for continuous improvement in all areas of the

business.

● Maintain a safe and clean store environment, ensuring compliance with various

Health & Safety Regulations.

General Skills Requirements

● Be a shining example when representing the company to customers and

all staff.

● Bring a positive attitude to work each day. Don’t complain, make it

better.

● Work hard. Bring your best. Every shift. Demonstrate effective time

management and excellent interpersonal skills, including the ability to

quickly build rapport with both customers and co-workers.

● Strong team player and can also work effectively independently .

● Ability to work in a fast paced environment by demonstrating flexibility and

adapting to last minute changes.

● Strong attention to detail and accuracy. Learns from mistakes quickly.

● Analytical ability to extract insights from data and reports to inform

decisions

● Ability to follow instructions and work self-directed within a given

framework.

● Ability to work up to 10 hours standing and lift up to 50lbs.

● Work a flexible schedule that includes evenings and every Saturday if

business requires.

● Adhere to necessary blackout periods for vacation and time off requests

● People smarts and hospitality focus.

● Ideal Team Player. Focused on Team Goals and team contributing individual

performance.

● Proficiency in using computer ERP software, mobile technology and

applications.

● Curious by nature. Has a growth mindset.

● Has strong values and uses good judgment.

● Ability to follow process and procedures as written, where required.

● Thrive in high pressure situations over extended periods of time.

● Other duties as may be assigned by Management and Ownership.

Job Types: Full-time, Part-time, Permanent

Salary: $18.00-$20.00 per hour

Expected hours: 24 – 44 per week

Benefits:

• Dental care
• On-site parking
• Paid time off
• Store discount
• Vision care

Flexible Language Requirement:

• French not required

Work setting:

• Specialty store

Education:

• Secondary School (preferred)

Experience:

• Merchandising: 2 years (required)
• Sales: 1 year (required)

Licence/Certification:

• Serving It Right (preferred)

Ability to Commute:

• Toronto, ON M8Z 4N9 (preferred)

Ability to Relocate:

• Toronto, ON M8Z 4N9: Relocate before starting work (preferred)

Work Location: In person