Job Summary:
We are seeking a dedicated Store Manager to join our team. The Manager is responsible for the overall operations of the Distillery store and will oversee daily operations, ensure production targets are met, and maintain a safe work environment.
Responsibilities:
- Team Leadership - Maintain a happy, respectful and positive working environment for the FOH Distillery location team.
- Hiring - Hire new staff, permanent and seasonal by reaching out to previous staff or by posting new job postings. Perform pre-interview screening, organize interviews, perform interviews, assess, hire or decline unsuitable candidates. Conduct probationary reviews.
- Scheduling - prepare weekly work schedules for FOH Distillery team, track staff availability.
- Training - Train staff to assure all aspects of the shop and customer service are to SOMA’s high standards. Identify and resolve performance issues for the FOH team. Provide training and coaching when needed. Document if required by HR Manager.
- Customer Service - Provide and train the team to ensure customers are experiencing a lovely and thoughtful experience. Address customer inquiries as necessary.
- Merchandising - Merchandise products making sure information displayed is accurate. Implement seasonal decor changes.
- Packaging/Products - Train staff to package products paying great attention to details.
- Fulfill orders - receive, prioritize, pack and prepare courier paperwork for orders.
- Resolve any shipping and customs brokerage issues.
- Delegate packing tasks and oversee work on busy days and during the Christmas season.
- Regularly update internal “Web Orders” form with order status.
- Set daily pick-ups with carriers.
- Identify inefficiencies and implement process improvements.
- Oversee staff who receive and respond to inquiries on the Co-ordinator’s days off.
- Monitor email for Special Orders (corporate, wholesale & wedding) on the Special Orders Co-ordinator’s days off.
- Communicate required packaging materials with the purchaser.
- Receiver customer complaints and address as appropriate.
- Edit new and existing web pages when necessary.
- Monitor shipping charges regularly.
- Stay up to date on shipping and customs brokerage processes.
- Operations - Manage the day to day activities of the Distillery location and its smooth operations, including not limited to regular reports, act as the health and safety representative, FOH and BOH interactions, ordering supplies etc.
- Provide regular progress reports and communicate any pressing issues.
- Inventory - Fill out necessary shared documents and work with other location team leaders to request products for the Distillery location.
- Transfers - Coordinate transfers to other locations accurately.
Qualifications:
- 3 years of experience in a customer service role.
- High school diploma. Post-secondary education is an asset.
- Ability to prioritize and multitask.
- Good written and verbal communication skills.
- Strong customer service skills.
- Ability to problem-solve and make continuous improvements to work processes.
Working Conditions:
- Steady week-day schedule during non-peak months.
- Work additional hours, including some evening and weekend work, during the busy Christmas season (October to December).
Physical Requirements:
Strength Guidelines
Regular lifting of up to 10 lbs, with occasional lifting of up to 20 lbs.
Motion Parameters
Ability to stand for long periods of time during the Christmas season.
Vision and Hearing Requirements
Ability to do computer work for long periods of time.
Psychological Demands
Ability to prioritize, problem solve, read, write and interpret. Ability to manage stress, particularly during busy periods.
Job Type: Full-time
Benefits:
- Casual dress
- Dental care
- Extended health care
- Life insurance
- Store discount
- Vision care
Ability to commute/relocate:
- Toronto, ON M5A 3C4: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 3 years (required)
Work Location: In person