Introduction

To deliver service excellence through efficient customer service, point of sale (POS) operational activities and merchandising in store that leads to a positive customer experience.

Duties & Responsibilities

Job Objectives:

• To efficiently execute all operational activities at the point of sale in a timely and efficient manner.
• To maintain high levels of accuracy when scanning merchandise and collecting payment for goods purchased, including actioning clubcard rewards.
• To ensure the safe handling of cash at all times.
• To proactively promote the Clicks’ clubcard and to enroll new clubcard members in order to achieve the clubcard participation targets.
• To make customers aware of promotions in order to positively affect sales and to ensure customers “feel good and pay less”.
• To deliver superior customer service by acting as a brand ambassador, being visible and offering a friendly and professional service.
• To efficiently execute and maintain all merchandising and general housekeeping duties according to store and visual merchandise standards.
• To support the Group’s vision to be the customer’s first choice health and beauty retailer by living and driving the company values.
• To maintain updated knowledge on products, ranges, promotions and events in order to provide the correct information to customers at all times.

Knowledge:

• Basic maths calculations
• Retail/FMCG background and understanding of merchandising and promotions principles
• Understanding of stock management procedures 
• Knowledge of customer service excellence

Skills:

• Planning and organising skills
• Problem-solving skills
• Strong customer orientation
• Good communication skills
• Computer literacy
• Numeracy skills

Competencies:

Essential:

• Building relationships and networking
• Adhering to instructions and procedures
• Achieving results and fulfilling customer expectations

Desirable:

• Collaborating with others
• Persuasion and influence
• Strategic planning and organization
• Resilience in the face of pressure and setbacks

Desired Experience & Qualifications

Experience:

• Background in a customer service role within a retail or FMCG operational setting

Education:

• Completion of Grade 12
• Attainment of 50% in both Mathematics and English at Grade 12 level

Please submit your CV to: CLK2249MGR@clicks.co.za

Deliver Service Excellence: POS, Operations, and Merchandising

Ever had that checkout line stretch on forever? Or maybe you couldn’t find what you needed. These situations can ruin a shopping trip. On the other hand, imagine friendly staff and a store that’s easy to navigate. These make for a great time. Efficient point of sale (POS) operations, smart merchandising, and great customer service are linked. How can retailers improve service? This article gives actionable advice to improve your store.

Optimizing Point of Sale (POS) Operations for Efficiency

Streamlining your store’s POS helps cut wait times. Also, you can lower errors, creating a better checkout. This makes a smooth experience for customers.

Speeding Up Transaction Times

Long lines make shoppers frustrated. What causes these bottlenecks? Slow systems and awkward setups can be problems. Set up your POS system the right way. Use keyboard shortcuts and barcode scanners. These will help speed up input.

Minimizing Errors and Handling Issues

Mistakes happen, but how you handle them matters. Train staff to fix transaction issues. For example, returns, discounts, or voids can be tricky. Have a clear error-handling plan. Let your staff solve small problems on their own.

Integrating Payment Options and Security

Everyone pays differently. Offering more ways to pay helps. Contactless payments and mobile wallets are popular. Keep your POS software updated. Doing so will keep payments secure. Also, it helps you comply with payment standards.

Mastering In-Store Merchandising for Enhanced Customer Engagement

Make your store attractive. Create a space that makes sense. This drives sales and boosts customer engagement.

Strategic Product Placement

Where you put items matters. Maximize visibility to increase sales. Understand how customers move through your store. Make high-traffic zones for impulse buys. Use data to find popular pairings and put them together.

Visual Merchandising Techniques

Make your displays pop. Use color, lighting, and signs to grab attention. Create displays that go with seasons or promotions.

Maintaining Store Layout and Cleanliness

A clean, organized store is a must. How does store layout affect customers? It impacts how they browse and shop. Walk the store often. Check for any issues with cleanliness or organization.

Empowering Staff Through Training and Development

Your staff is key to great customer service. Well-trained employees make all the difference.

POS System Training

Teach your staff how to use the POS system. Hands-on training is best. Also, offer ongoing support. Create a training guide. Hold refresher courses regularly.

Customer Service Skills Development

Good communication matters. Train staff to solve problems and show empathy. Role-playing exercises are helpful. Get customer feedback to find areas for improvement.

Product Knowledge Training

Staff should know your products well. They need to know features and benefits. Hold product demos. Share product knowledge regularly. Give staff product updates often. Incentivize them to learn.

Link to Application

Measuring and Analyzing Performance

Track key metrics to see how you’re doing. Look at POS efficiency, merchandising, and customer happiness.

Key Performance Indicators (KPIs) for POS Operations

Track things like transaction time. Watch for error rates. Note sales per transaction. Use POS data to find areas to fix. Use POS reports to check performance regularly.

Metrics for Evaluating Merchandising Effectiveness

Sales per square foot matters. Check inventory turnover. Look at the conversion rate. Test different merchandising ideas. Track how specific displays perform. Adjust them based on results.

Customer Satisfaction Measurement

What do your customers think? Use surveys and feedback forms. Check online reviews. Ask for feedback often. Use it to make better choices.

Conclusion

To deliver service excellence, you must optimize POS and merchandising. Remember to empower your staff. Track performance regularly. Improving customer service is ongoing. It takes work and flexibility to adjust.