Customer Experience Specialist

2 weeks ago

Pewaukee, Wisconsin, United States JOANN Stores Full time
Job Summary

JOANN Stores is seeking a highly motivated and customer-focused Key Holder to join our team. As a Key Holder, you will be responsible for delivering a premium customer experience by inspiring creativity within our customers and making JOANN their Happy Place. You will drive sales through advanced product knowledge, innovative merchandising, and cutting counter accuracy. The Key Holder will also 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.

Responsibilities

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. Required to enter and exit truck beds to remove freight. Unload freight from the truck and sorts it according to company procedures. Move product from truck to sales floor as needed.
  • Stock shelves accurately according to planogram while maintaining a high level of productivity and close attention to detail.
  • Maintain high standards throughout the sales floor by cleaning and recovering shelves, putting away returns, and cleaning up any spills/messes with a sense of urgency.
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.
  • Work with store management to identify opportunities to drive the business and increase sales/profit.
INSPIRE
  • Work closely with Store Management to identify key tasks and assists 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.
  • Collaborate with other Team Members or store management on projects in a professional manner.

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