Job Description

ACE Hardware
Customer Service Representative
Job Description

Job Title:

Sales Associate

Pay Rate:

Determined by experience

Reports To:

Store Manager

FLSA Status:
Non-exempt

Prepared By:
Human Resource Department

Prepared Date:
6/1/18

Approved By:
Shawn O'Brien

Approved Date:
6/1/18

SUMMARY
The associate uses all skills to work successfully in a team environment by displaying common sense, maintaining a high level of customer service, work accuracy and timeliness, reporting to work area on time, ready to work and dressed in appropriate attire. The associate provides customer service in all areas of the store, such as, but not limited to: paint and painting supplies, hand-and-power tools, electrical supplies, plumbing supplies, builders' hardware, housewares, lawn and garden supplies, pet supplies, outdoor living supplies, and automotive supplies by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Procedures & Operations:
•
Follow the guidelines set forth by Associate Handbook at all times.
•
Handle training and development of new sales associates as assigned by training supervisor.
•
Relay all communication and information that will entail the smooth operation of department(s) to other associates and management members.
•
Respond to "88" calls made by other associates to facilitate the smooth running of the store.
•
Operate cash register.
•
Follow work schedule and address any necessary changes or concerns with the management team.
•
Be knowledgeable of store safety procedures, and observe safety policies at all times.
•
Participate in monthly store meetings.
•
Communicate in a clear, concise and legible manner.
•
Assist with the loading/unloading of trucks.
•
Use computer database to research information on merchandise, such as availability, vendor, inventory levels, sales, current retail, etc.
•
Keeps aisles clear.
•
Empty trash as needed.
•
Maintain high level of housekeeping at all times.
Departmental:
•
Maintain departmental inventories at desired levels for maximum turnover and profitability.
•
Adjust or plan for the adjustment of inventory levels in assigned department(s) to conform to sales, promotions and other peaks and valleys in merchandise demands.
•
Display and/or arrange for the display of merchandise sold in the assigned departments.
•
Place orders for merchandise in assigned departments, using forms and procedures that conform to policy.
•
Price or oversee the pricing of incoming merchandise in area(s) of responsibility or as assigned.
•
Suggest new merchandise lines, new sales techniques, etc., to the management team.
•
Promptly perform indicated price changes on merchandise.
•
Restock merchandise displays from backstock as the customer depletes them. No endcap displays should ever be empty due to potential injury to a customer from empty hooks/shelves.
•
Handle warehouse special orders for non-stock items.
•
Recommend items and services within assigned department(s) to advertise and promote.
•
Prepare sales floor and department(s) for increase in sales and customer traffic as a result of advertising and promotional activities.
•
Make or request various departmental signs, promotional banners, etc., as needed.
•
Receive incoming merchandise and place on sales floor in an acceptable amount of time.
•
Make periodic reports on sales, stock levels, etc., to the management team or buying office as requested.
Customer Service:
•
Recommend the addition of new items as requested by customers, in writing, to the management team.
•
Assists customers in selecting and purchasing merchandise.
•
Settle customer claims or handle minor customer complaints. (A management team member should handle all serious customer complaints.)
•
Answer telephone when necessary
•
Issue rain checks for out of stock sale merchandise.

All additional responsibilities as assigned by management
This job does not include on-going supervisory job responsibilities.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS
Ability to read and comprehend simple instructions, short correspondence, and memos in English. Ability to write simple correspondence in English. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals in English

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percents and to draw and interpret bar graphs. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Two-thirds or more of the job is spent on feet. Pushes two-wheelers, dollies and carts of varying weight. The employee frequently is required to climb or balance and stoop, kneel, crouch, bend, twist, or crawl. Climbs ladders to stock or retrieve merchandise. The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

This job description reflects expectations of the employer and does not constitute conditions of employment. You have the right to terminate your employment at any time for any reason, and Ace Hardware has the right to terminate your employment at any time for any reason, with or without cause. Ace Hardware reserves the right to modify this job description at any time and for any reason.

_______________________________________________________________

________________________
Associate Signature

Date

---