Retail Team Member

5 days ago

Melbourne, Australia Woodfrog Bakery Full time

About Woodfrog

At Woodfrog Bakery we are proud of creating incredible artisan sourdoughs, specialty breads and pastries that are baked fresh daily.

Brief description & overall goal for your role

The main purpose of the position is sales, customer service, merchandising, food safety and handling and ensuring all policies, procedures and controls are followed.

Your key relationships

- Customers

- Team members and Store Manager

- Pond Manager

- Store Support and HR

Your key responsibilities

**Customer Experience**

- Deliver warm, genuine, and efficient customer service, including appropriate music and volume in-store.

- Resolve customer concerns and complaints in a calm and professional manner, ensuring any refunds are forwarded to your Store Manager (in a private message) promptly

- Ensure you maintain a clean store and complete relevant daily and weekly cleaning tasks on-time

- Ongoing learning and development of your product knowledge, allergens, and “how to use” our products/food pairing

**Safety and Consistent Execution**

- Ensure compliance with all food safety, health and safety protocols

- Ensure you follow merchandising guidelines for your store

- Ensure consistent execution of Woodfrog policies & procedures (“We all do things the Woodfrog way”)

**Store Operations**

- Ensure sales are processed through the POS system accurately & in line with relevant procedures

- Ensure completion of the daily wastage and stock level form

**Rosters and Timesheets**

- Ensure unavailability is entered into Tanda promptly and accurately

- Communicate promptly to your Store Manager any issues with published rosters/shifts

- Ensure you check your roster for each week and attend your shift in a timely manner

- Ensure you clock-in and out of Tanda at the start and end of your shift and for your break/s

**Escalation Management**

- Complete relevant QR codes for maintenance, incidents, customer and quality issues as they occur/arise

- Escalate customer complaints promptly to your Store Manager including the customer number, name and nature of the complaint

**Collaboration and Communication**

- Maintain regular clear communication with your Store Manager and team members

- Ensure adherence to the What’sApp and phone usage guidelines

- Ensure the successful completion of your open or closing tasks to ensure you set your fellow team members up for success

Values

At Woodfrog Bakery, we value:

- Authenticity: Being genuine, honest, and kind.

- Passion: Loving what we do and delivering it with energy.

- Quality: Always striving for excellence

- Teamwork: Working together with mutual respect and support

- Customer Focus: Putting the customer at the heart of every decision

Key Requirements for the Role

- A passion for providing and executing a high degree of community-centric **customer service**

- **An open, curious and growth mindset**. You will be passionate about improving a balance of personal, business and customer outcomes.

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