Wine & Spirits Retail Sales Associate

GENERAL SUMMARY

• The Retail Sales Associate is responsible for delivering a welcoming and positive shopping
• experience to all customers. Duties include greeting customers when they enter the store,
• proactively offering assistance, answering questions, making informed product
• recommendations, processing sales, and maintaining a clean and well-merchandised
• environment. Additionally, he/she consistently contributes to a positive team environment
• while demonstrating an awareness of company culture and goals.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Adopts a welcoming, courteous, and proactive approach to serving customers’ needs.
• Develops and maintains a high level of general product knowledge across categories in

order to make informed sales recommendations.

• Effectively employs soft skills such as relationship building and active listening and

• leverages technology (e.g., TCB, customer profiles, purchase history, etc.) to drive sales
• and provide high quality service.

• Contributes to a positive team environment; proactively offers assistance to colleagues,

• maintains open communication, and demonstrates awareness of company culture and
• goals.

• Provides high quality customer service via accurate execution of all foundational pointof-sale (POS) transactions.
• Demonstrates proficiency in using the proprietary app (TCB) for tasks including but not

• limited to in-store and curbside pickup, bin locating, product and order stowing,
• merchandising/stocking, inventory lookup, and Quarterly Physical Inventory (QPI).

• Provides timely and courteous service to in-store and curbside pickup customers by

• facilitating traffic flow, initiating the kickoff process, retrieving, reconciling, carrying out,
• and closing orders accurately and efficiently.

• Regularly creates and updates customer profiles and captures customer purchase

history.

• Participates in QPI preparation and count/verification process.
• Assists locker customers in accessing their personal storage lockers.

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• Contributes to a dynamic in-store tasting experience by assisting with

• set up/break down, communicating effectively about featured wines, and
• hosting as assigned.

• Regularly attends staff tastings; participates respectfully and listens actively.
• Works to increase knowledge of the wine and spirits industry and associated trends.
• Demonstrates proficiency in identifying the root causes of common issues; regularly

• troubleshoots common issues with methods of payment, out of stock products, and
• customer service incidents.

• Understands when to escalate complex orders, transactions, and customer service issues

to a more experienced colleague or manager and does so appropriately.

• Communicates professionally in person and via email, phone, and Slack; responds

to/resolves requests in a clear, informative, and timely manner.

• Regularly contributes product reviews to K&L’s website, blog, and newsletter.
• Completes facility maintenance tasks as assigned (i.e., supply stocking,

retail/office/tasting bar cleaning).

• Maintains facility safety, cleanliness, and organization as directed by company policy and

the management team.

• Executes all other duties as assigned.

MINIMUM QUALIFICATIONS

• To perform this position successfully, an individual must be able to perform each job duty
• satisfactorily. The requirements below are representative of the knowledge, skills, and abilities
• required. Reasonable accommodation may be given to individuals with disabilities to perform
• the essential duties.

Required Knowledge, Skills, and Abilities

• Ability to work well independently and as part of a team.
• Strong time management and organizational skills.
• Professional written, verbal, and interpersonal communication skills.
• Timely and professional email correspondence with customers and colleagues.
• Proficient in Office 365 and proprietary app (TCB).
• Ability to operate warehouse equipment safely (i.e., pallet jack, hand truck, shipping and

handling equipment).

• Ability to work at least one weekend day per week; flexibility to work early/late or varied

days on occasion.

Education

• High school diploma required.

Required Length and Type of Experience

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• 1 to 3 years’ experience in retail or other customer facing environment.

PHYSICAL AND ENVIRONMENTAL DEMANDS

• The characteristics below are representative of the physical and environmental demands
• required by an individual to successfully perform the essential duties of this position.

• Ability to lift and carry up to 50 lbs.
• Ability to stand and walk for up to 8 hours per day.
• Ability to repeatedly lift, push, pull, bend, stoop, twist, and kneel.
• Ability to load, unload, and operate a hand truck safely.

CORE COMPETENCY REQUIREMENTS

• All individuals are expected to meet the standards of performance in the core competencies
• listed below as applied to the position.

• Performance Standards – Sets and maintains high performance standards; pays close

• attention to detail, accuracy, and completeness; shows concern for all aspects of the job
• and follows up on work outputs.

• Customer Focus – Consistently provides excellent service; proactively offers assistance;

• communicates clearly, professionally, and positively; looks for ways to add value beyond
• customers’ immediate needs; works diligently to find solutions when issues arise.

• Motivation – Displays energy and enthusiasm; commits to putting in additional effort;

maintains a high level of productivity and self-direction.

• Reliability – Takes personal responsibility for job performance; completes work in a

• timely and consistent manner; follows through on commitments, reports for shifts
• professionally dressed and on time.

• Adaptability – Adapts positively to changing work environments, work priorities, and

organizational needs; Able to effectively deal with change and diverse people.

• Teamwork – Contributes to a positive team environment; works effectively with others

• in the team setting and across departments; able and willing to share and receive
• information; puts team/company goals first.

• Professionalism – Maintains professional demeanor and communication with customers,

• colleagues, and management at all times; demonstrates ability to remain professional
• during periods of high volume or stress.

• Communication – Expresses ideas effectively; organizes and delivers information

appropriately; listens actively.

• Integrity – Acts in the best interest of the company; shares complete and accurate

information; adheres to organizational policies and procedures.

• Initiative – Takes action to influence events; demonstrates a sense of urgency and

responsiveness; generates ideas for improvement; does more than required.

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• Problem Solving – Effectively identifies problems, analyzes relevant information, and

finds solutions. Escalates issues to management team as appropriate.

• Planning and Organization – Plans and organizes tasks and work responsibilities to

achieve objectives; sets priorities; allocates and uses resources properly.

• Compliance – Consistently adheres to all workplace health and safety policies.