Customer Experience Associate

4 weeks ago

Duluth, Minnesota, United States JOANN Stores Full time

Job Summary

The Customer Experience Associate is responsible for delivering a premium customer experience by inspiring creativity within our customers and making JOANN their happy place. This role drives sales through advanced product knowledge, innovative merchandising, and cutting counter accuracy.

The ideal candidate will assist the Store Management team with leading the store team members by observing/coaching individuals as well as performing operational duties that include but are not limited to opening/closing, ensuring store compliance, and finding creative ways to drive the business.

The Customer Experience Associate will embody characteristics and perform the duties of Hearts, Hands, Minds, and Inspire.

Responsibilities & Competencies

HEARTS

  • Greet every JOANN customer and use the F.A.S.T. service model to meet the customer's needs.
  • Ask open-ended questions to learn about customers' project needs and escort them to the desired product's location.
  • Engage in friendly conversation with customers about their projects while serving them at the cutting counter, cash register, and sales floor.

HANDS

  • Process customer transactions at the cutting counter and cash register in an efficient and friendly manner with professionalism and precision.
  • Lift boxes from the truck and receiving area, place and arrange items on shelves and racks.
  • Stock shelves accurately according to planogram while maintaining a high level of productivity and close attention to detail.

MINDS

  • Invite customers to participate in store activities such as Education Classes, Custom Framing, and any other events.
  • Proactively drive sales through product knowledge, active selling techniques, suggesting services, and building strong customer relationships to the JOANN brand.
  • Assist leadership in minimizing shrink in the store by ensuring policy and procedure compliance including, but not limited to, cutting counter accuracy, remnants, damages, and inventory management.

INSPIRE

  • Work closely with Store Management to identify key tasks and assist in delegating them to Team Members.
  • Follow up to ensure tasks are completed well and in a timely manner.
  • May act as MOD to open/close store when no member of store management is present.

Physical Demands

  • Stand during an entire shift (other than normal break time).
  • Continuously walk around all areas of the store throughout shift.
  • Read written instructions, reports, and other information on paper and computer screens.

Education & Experience

Minimum - High School Diploma or equivalent

Minimum - 1+ years of supervisory experience in a customer centric environment

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