Job Description

Reporting to: Assistant Merchandise Coordinator Manager

As a Point of Sale Coordinator, you will be responsible for providing friendly, professional and knowledgeable checkout support to all customers. You will ensure that transactions are completed accurately, quickly and efficiently to optimize and maximize the customer experience before, during and after their visit to Ssense Montreal. You will also be responsible for implementing back office opening and closing procedures, and ensuring the proper functioning of in-store technology systems.

Responsibilities

Customer experience – 30%

• Provide an exceptional customer experience for all touchpoints, such as walk-ins, shopping appointments, transaction process and after-sales service
• Help the personal stylist team build and maintain relationships with Ssense customers by providing outstanding service and fostering communication with them before, during, and after a store visit or online interaction
• Cultivate and maintain in-depth knowledge of Ssense trends, designers, and product catalog
• Help resolve customer issues with win-win solutions that improve the customer experience

Operations – 60%

• Close transactions accurately and efficiently, leveraging Ssense systems and technologies when needed
• Transaction types include, but are not limited to, appointment purchases, walk-in purchases, discount application, posting issues, price adjustment, exchanges and returns, customer issues (damage, defective items, sizing issues, etc.), different payment methods (credit cards, debit cards, cash payment, etc.), tax application, online transactions, line, etc
• Opening and closing procedures:
• Open and close the Pos system, make cash deposits, perform inventory reconciliation and maintain proper cash on hand following procedures documented in the Opening and Closing Guidelines. closing
• Confirm that deposit slips, envelopes and deposit bags are properly identified and that cash close procedures are followed and approved daily by accounting
• Take responsibility for managing customer service including layaways, alterations, dry cleaning, shoe repair, mail orders, etc.
• Ensure store supplies meet quantity requirements to maintain clean, stocked and orderly display tables at all times
• Ensure that transactional information is entered correctly and accurately to avoid administrative errors, overages, underages or numerous cancellations of transactions or appointments
• Ensure operational integrity and asset protection compliance in day-to-day operations and practices through cash controls, inventory management and transaction accuracy
• Escalate inventory and transaction issues to inventory analysts and management
• Ensure the functionality of in-store technology and security systems used in support of walk-in and walk-in models
• Master all Ssense tools and systems to quickly and accurately manage inventory

Visual presentation – 10%

• Provide an excellent customer experience by maintaining and caring for the visual presentation of all areas of the store
• Know the merchandise offered in the store and its layout in the front and back of the store
• Maintain current visual direction by determining, communicating and ensuring the highest standards of visual presentation to drive growth through product assortment and presentation optimization

Qualifications

• A minimum of two years of senior management experience in a customer interaction function in luxury retail, hospitality or customer service
• College diploma or university degree in logistics, commerce, management or a related field, an asset
• Experience operating a point of sale system
• Good knowledge of the brands offered by Ssense, including their creative direction, history and technical information on their clothing, and enthusiasm to share this knowledge with colleagues and customers
• Excellent verbal and written communication skills in English and French, Mandarin an asset
• Proficiency in Microsoft Office Suite, Google Suite, Web and It
• Hours and days of work may vary depending on business requirements

Skills

• Detail oriented with strong time management and organizational skills
• Team player with strong interpersonal skills
• Customer orientation with strong problem solving skills
• Ability to work in a fast-paced environment while providing an exceptionally high level of customer service
• High degree of maturity and integrity
• Strong skills in the use of technology and mobile applications