Introduction

The aim is to achieve service excellence by providing efficient customer service, managing point of sale (POS) operations, and executing in-store merchandising that fosters a positive customer experience.

Job Description

Job Objectives:

• To carry out all operational activities at the point of sale promptly and effectively.
• To uphold high accuracy levels when scanning items and processing payments, including managing clubcard rewards.
• To ensure the secure handling of cash at all times.
• To actively promote the Clicks’ clubcard and enroll new members to meet clubcard participation goals.
• To inform customers about promotions to enhance sales and ensure they “feel good and pay less.”
• To provide exceptional customer service by serving as a brand ambassador, remaining visible, and delivering friendly and professional assistance.
• To efficiently perform and uphold all merchandising and general housekeeping tasks in accordance with store and visual merchandising standards.
• To support the Group’s vision of being the preferred health and beauty retailer by embodying and promoting the company values.
• To maintain current knowledge of products, ranges, promotions, and events to provide accurate information to customers consistently.

Knowledge:

• Basic mathematical calculations
• Experience in retail/FMCG and an understanding of merchandising and promotional principles
• Familiarity with stock management procedures
• Knowledge of customer service excellence

Skills:

• Proficient in planning and organization
• Effective problem-solving abilities
• Strong focus on customer service
• Excellent communication skills
• Competent in computer applications
• Proficient in numeracy

Competencies:

Essential:

• Ability to build relationships and network
• Adherence to instructions and procedures
• Commitment to delivering results and meeting customer expectations

Desirable:

• Collaborative teamwork skills
• Ability to persuade and influence others
• Strong planning and organizational skills
• Resilience in coping with pressure and setbacks

Minimum Requirements

Experience:

• Desirable: Experience in a customer-facing position within a retail or FMCG operational setting.

Education:

• Essential: Completion of Grade 12
• Desirable: Attainment of 50% in both Mathematics and English at Grade 12 level.

Please send your CV to: CLK1597MGR@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.