Frontline Sales Staff

Job Status: Full time
Department: Operations Department  
Reports to: STORE TEAM LEAD (SUPERVISOR)
Pay Range: See relevant policy on salary and compensation
Working Schedule: Flexible (8 hours a day, 6 days a week)
Location: Store Locale

JOB SUMMARY

Frontline Sales personnel are the ones who work directly with customers. They are the primary actors that deliver customer service. They greet customers, serve their orders, handle complaints, answer questions and do a whole lot of interacting with the customer. The face of the frontline staff becomes the face of the company in terms of creating an “experience” even in a single purchase. Needless to say, a strong, well trained frontline staff is a cornerstone for building a strong relationship with the customer.

 FUNCTIONS AND RESPONSIBILITIES

• Selling. This is the “whole” of the selling process.
  • Greets the customers while they enter the store. Establishing a friendly connection with the customer is essential.
  • Attends to the customers as they place their orders and give them their change (if there is) after the orders are delivered and paid.
  • Answers questions from the customers. Clients may ask about product prices, product specifications etc. The Frontline Staff must be able to answer all these with ease.
  • Offers products to customers. This is to bring awareness about a new product offering or simply to offer alternative or suggestion.
  • Addressing issues or complaints. The Frontline Staff must know how to listen attentively to the customer as he/she expresses his/her concern on certain matters involving the company, product, personnel, etc. The Frontline Staff assures the customer that the complaint is very much appreciated and the same shall be elevated to the management for its resolution. The Frontline personnel must maintain proper composure and a calm mind in the process.
  • Say words of thanks and invites the customers to come back. This would mark the end of the transaction. 
  • Conducts inventory counts (finished products) at the beginning and ending of every shift.
  • Updates the prices of the displays from time to time.
  • Conducts preparations for the opening and closing of the store. This includes, among others, product preparation (banya, packaging etc.), cleaning (display area, etc.) and product display/restocking.
  • Ensure compliance to food safety and handling standards.
  • Tracks the expiry of products and arranges them in shelves accordingly.
  • Reports to the baker/Team Lead the products that are already low in stocks/availability so production schedules can be adjusted accordingly.

• Trainers Pool (For Accredited Trainers only)
  • The Frontline Sales Staff will be responsible for training his/her apprentice. The training will be in accordance to the training program developed by the Training Officer.
  • The trainer shall monitor the progress of the trainee through constant monitoring, coaching, process demonstration/execution and assessment. All of which aims to help the trainee improve in his performance and learn the skill on the scheduled time. 
  • Contribute to the development of the training programmes and the entire training community within the business organization.

FOUNDATIONAL COMPETENCIES

• Customer Service
  • Customer service carries with it a positive customer experience. This is considered as a “soft-skill” relying heavily on good communication skills: active listening and reading non-verbal cues. This is of course in good coordination with problem solving, empathy and a comprehensive knowledge of the product and business process.
• Company Policies
  • Knowledge of company policies is crucial for the proper execution of job functions. Customer service is a very crucial function as this is directly dealing with the patrons of the business. The company has integrated customer service in its policies and procedures and faithful observance to these rules is implicit to the performance of this job function. 
• Communication Skills
  • The Frontline Sales Personnel must be able to communicate clearly with the customers. Without good communication skills, rendering service to will be difficult. Understanding what the client needs and filling them with our product offerings require building a conversation that is meaningful enough to facilitate a sale. Being able to perform active listening, discerning which communication method is appropriate to use, projecting a friendly and confident demeanour, taking advantage of non-verbal cues and most importantly is maintaining respect during the dialogue – all of these must be performed in a refined and delicate fashion.

• Training Management (for Accredited Trainers only)
  • Frontline Sales Staffs that are equipped with all the knowledge and experience required to train new hires to becoming accomplished Frontliners themselves shall become trainers and produce a new batch of skilled personnel. However, based on HRD guidelines, trainers will have to be accredited by the Training Officer to bring personnel (even Chief Bakers) into the Trainers’ Pool. The process of accreditation provides potential trainers the skills needed for managing training.

OCCUPATION SPECIFIC COMPETENCIES

• Basic Match
• Product Knowledge
• Attention to Details
• Technology. (Tools and Systems used in the performance of the job)
• Multi-Tasking

Qualifications

• Educational Level: Preferably high school graduate;
• Experience: with or without relevant working experience;
• Specific Skills: See section on competencies;
• Personal Characteristics: Pleasing personality;
• Certification: None;
• Licenses: None;
• Physical Abilities: Physically fit and must be capable and willing to travel to various places in the country.