Retail Department Leader

Department Leaders - Core Job

Reports to: Owners,

Store Manager, Assistant Manager, Floor Supervisor

Shift: Varies

FLSA: Non-Exempt

Position Summary

The primary responsibility for

all positions with Rome Ace Hardware is to WOW Every Customer Every Time

and uphold the Core Values as determined by the management team. Department

Leaders engage customers, determine their needs and project requirements, keep

our shelves in stock, find outs, research replacement products, set planograms,

correct pricing problems, review margins and top sellers, and train associates.

Department Leaders maintain a specific area but are not limited to it; there

are no walls.

Essential Duties and Responsibilities

Customer Experience

• Provide the best possible experience for Every

Customer, Every Time by being helpful, knowledgeable and friendly. Demonstrate

the WOW process.

• Use the Five Foot Rule: greet and/or acknowledge all

customers within five feet of you all the time. Always be polite and attentive,

make eye contact and smile, and do not avoid customers.

• Serve customers in your assigned department or

storewide, provide needed advice and information, and greet customers as soon

as you encounter them.

• When not with a customer or cleaning, stand in a main

aisle for the best view of customers entering your department. Walk the main

aisles to be sure customers are being assisted in all departments, and avoid

personal conversations with co-workers on the floor.

• Assist customers with simple complaints or concerns;

get a manager involved with problems as needed.

• Handle special orders for all non-stock items. It

always takes two associates to say "No." Never tell a customer no without

checking with a floor manager, assistant manager or store manager.

• Promote the Ace Rewards program to all customers,

describe the Ace Helpful Promise(s) and use the Magic Question.

• Maintain awareness of all promotions and advertisements

so you can tell customers about special sales.

• Assist customers with large or heavy items as needed,

and offer customers a red basket for their shopping use.

• Always wear your radio and headset to communicate

effectively with other associates and management, and respond to Customer

Coordinator questions as needed.

• Watch for shoplifters and take action, in line with

company policy, that will discourage shoplifting. Excellent customer service

and interaction prevents shoplifting.

Department Management and

Merchandising

• Maintain your assigned department: keep it clean,

organized and fully stocked, and minimize out-of-stock products.

• Help unload incoming trucks and put away merchandise

(as arranged by management).

• Restock merchandise displays as needed, and watch end

caps and side wings.

• Complete department outs twice a week, researching why

each product is out of stock.

• Master the highest- and lowest-selling SKUs in your

department.

• Set new planograms and maintain planogram integrity.
• Correct pricing and product bin labels in the aisles

and on end caps, and remove promotional bin tags and price tags as required

following sales events, flyers, etc.

• Set monthly ads and assist with resetting ad end caps.
• Maintain seasonal sales.
• Review pricing and margins with the Assistant Store

Managers and Store Manager.

• Organize hypermax storage, overstock shelves and

overstock areas.

• Complete the monthly high shrink review and assist with

monthly inventory.

Teamwork, Training and

Safety

• Execute the daily operational goals and priorities

assigned by store management, displaying a "Speed is Life" attitude: move with

a sense of urgency while paying attention to the details.

• Cooperate with others and work well as part of a retail

team. Actively participate in store communication and initiatives (e.g.,

Communication Board, Daily Huddle, store contests) and share ideas for

improvement with management.

• Teach and coach associates on products and services in

the department, and assist in the training and development of peers.

• Enforce safety policies and procedures and serve as a

role model for safety.

Required Knowledge, Skills and Abilities

• Minimum of 6 months to 1 year of retail experience.
• Able to communicate professionally with customers and

team members, and interact with staff at all levels of the organization.

• Skilled at providing prompt, friendly and attentive

customer service.

• Technically proficient in computer systems, including

related software.

• Able to gather and analyze data and maintain accurate

records.

• Strong organizational skills with a passion for

details.

• Takes initiative, assumes responsibility and executes

thoroughly.

• Willing to learn all areas of the store and help train

others; knowledge and experience of various departments is strongly desired.

• Proven track record of being a team player.
• A continuous pattern of regular and prompt attendance

is required.

• Availability must be flexible, including evenings,

weekends and holidays.

• Bilingual (Spanish) verbal and written communication

skills strongly preferred.

Physical Requirements

The minimum physical

requirements for this position include:

• Ability to stand for an extended period of time, walk,

reach and bend to perform job duties.

• Move and handle merchandise up to 40 pounds, and

fixtures throughout the store, which entails lifting and performing all

functions as set forth.

Job responsibilities may change based on the needs of the

business.

Work Environment

The work environment

characteristics described here are representative of those an associate

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 associate

occasionally works near moving mechanical parts. The associate may work near

outside weather conditions. The noise level in the work environment is usually

moderate.

Company Introduction

We are your local hardware store and we are a part of your community. Ace Hardware has over 5,000 stores around the world with the majority of those stores independently owned and operated by local entrepreneurs. These hard working men and women are part of the fabric of your community. They are small business owners who are local and loyal...just like it ought to be. While others have become large and impersonal, at Ace, weve remained small and very personal. Thats why we say a visit to Ace, is like a visit to your neighbor.

Salary

Starting at $20.00 per hour