Customer Consultant

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POST DATE 8/13/2016
END DATE 10/25/2016

The Body Shop Inc. Natick, MA

Natick, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Senior (15+ years)


JOB TITLE: Customer Consultant
Reports to: Shop Manager
Band: A
Division / Department: US Market/Shop Operations
Location: Field

Purpose of role:
The Customer Consultant is responsible for supporting all operational aspects of the shop in order to maximize sales and profitability through exceptional customer service. The Customer Consultant is committed to maintaining high professional standards in the areas of sales performance, customer service, visual presentation, inventory management, facility maintenance, shop operations, and professional development. He / she will demonstrate and uphold the values and vision of the company.

Role Definitions
Key Job Accountabilities:

Focus on the Customer
Consistently acts with sense of urgency for customers
Consistently establishes customer needs
Effectively suggests new products or promotions tied to customer interests
Is able to resolve customer concerns and turns returns into exchanges effectively
May have received customer compliments
Creates brand loyal customers
Uses demonstrations and sampling to create theater and energy in the shop
Follows company guidelines for customer service expectations
Understands the importance of conversion, consistently close the sale effectively
Demonstrates the ability to connect with people from the shop lease line and convert them into customers.

Achieves Results
Meets all personal targets, exceeding some; consistently pushes self for results
Understands importance of meeting personal targets and is willing to help others when asked
Plans and prioritizes tasks effectively
Thinks creatively to identify new ways to reach goals
Accomplishes assigned tasks and takes initiative to complete tasks not assigned
Encourages others and creates an atmosphere of friendly competition
Works independently to complete tasks with little direction
Helps others to understand why policy and procedure are important
Expects others to achieve consistently; may have unrealistic expectations of others

Sells with Passion
Passionate about selling products and being an ambassador for our campaigns
Conveys enthusiasm for the brand or products to colleagues and customers
Engages customers and colleagues in The Body Shop values through selling campaign products and volunteering
Learns and maintains strong level of product knowledge and ingredients
Learns competitor products and uses this information to effectively sell benefits of our products
Shares sales and product tips with colleagues and displays desire to learn from others
Identifies opportunities to improve store appearance; always maintains personal image to reflect store

Builds Team Energy
Proactively asks for help and support
Identifies and changes personal behaviors in order to positively impact the team
Proactively gives feedback; responds positively to feedback given
Builds strong working relationships with colleagues
Communicates openly and honestly with others
Is supportive of change and always reacts positively to new ideas or operational changes

Retail Operations
Understands and complies with current and future policies and procedures for the POS and the intranet
Is able to operate customer POS functions effectively
Provides excellent customer service and strives for customer satisfaction
Provides work availability that best meets the needs of the business
Protects company assets through following proper procedures and providing highest levels of customer service
Able to complete required paperwork timely and accurately
Able to comply with all company policy and procedures
Supports the shop s business performance as directed
Keeps informed of all corporate, federal, state, and local postings and communications that are posted in the appropriate shop areas
Is responsible for completing training and development materials and training tracker is up to date
Ensures that all Safety, Health and Environment policies and procedures are adhered to and issues/occurrences are reported in a timely manner
Reports below standard facility issues and needed repairs in a timely manner
Responsible for clean and safe stockroom standards
Ensures shipment processing is safe
Processes all inventory handling accurately
Able to support the execution of shop appearance guidelines, promotional events
Responsible for own contribution to expense control and overtime spend
Provides professional phone etiquette to create, maintain and enhance client relationships

Other Responsibilities
Perform other related duties as assigned or requested.
Responsible for maintaining the ethical standards of The Body Shop including minimizing the environmental, health and safety risks in the workplace. Report potential risks, near misses and real accidents to relevant managers.

Personal requirements for role

Prior customer service experience preferred
Prior experience working in cosmetics experience preferred

Must be (18) years of age or older due to safety and security issues and responsibilities associated with company assets.
Open availability for evening, weekend, and holiday shifts

Physical Demands (Required by ADA)
What kinds of physical demands are required in this job? (Check those which apply and indicate the frequency required)
Sitting How often? Not Applicable Standing How often? Often
Walking How often? Occasionally Lifting How often? Occasionally
Carrying How often? Occasionally Pulling How often? Occasionally

What is the maximum weight required to be lifted/carried/pulled in this job? up to 25 lbs.
Does this job s primary work environment involve detailed safety procedures (ie. hazardous materials, machinery with moving parts, etc.)? No