Summary

The Supervisor contributes to the success of a store by communicating the retail objectives of their respective department to the team. This role is responsible for assisting the Department Manager in managing and leading the department in providing high quality workmanship and service that ensures customer satisfaction. He/she assists the Department Manager and the team in consistently meeting performance expectations in terms of customer experience, sales growth, retail execution, and profitability.

Responsibilities and Tasks

Customer Service

• Encourages and maintains a culture that values an excellent customer experience through effective training, supervision, and coaching.
• Leads by example and consistently delivers an excellent customer experience.
• Holds team members accountable for providing an excellent customer experience and recognizes those who excel in it.
• Works as a team with other departments to provide an excellent customer experience.
• Suggests value-added and related products to customers to ensure they go home with all they need.
• Closes the discussion with the customer by using a closing statement (e.g., “Is there anything else I can do for you today?” “Thank you for shopping at Canadian Tire.”).
• Responds to and handles customer inquiries, requests, and concerns in a timely manner, over the phone and in person.
• Handles multiple customers in an effective and efficient manner.

Operations

• Assists the Department Manager in maintaining quality department presentation, through daily inspections and ensuring all store audit performance requirements are met in the department (e.g., number of holes, labels, top shelf storage, rain check posted for out of stock items, deadlines of seasonal changeovers, cleanliness, facing, fixtures are stored away when not in use, etc.).
• Supervises and assists team members in daily departmental operations in order to meet established productivity goals.
• Assists the Department Manager in following up on work and projects on the floor in order to measure progress and address issues immediately, while being visible and available for team members and customers.
• Walks the department to understand what needs to be accomplished on a daily basis.
• Maintains department inventory and fullness through accurate stock levels and bin caps.
• Plays an active role in the department team by openly sharing opinions and ideas on how to improve department success, and by participating in meetings and all training as required.
• Informs team on in-store promotions, in-store deals, and new product locations.
• Assists with planning and managing daily/weekly departmental activities as well as seasonal changeovers, and works with the team to execute them.
• Provides support to cashiers and customer service representatives for cash pickups, cash closing, warranties, returns, guarantees, etc.
• Assists in the orientation and training of new employees, store opening and closing responsibilities.
• Assists in organizing and conducting regular department team meetings.
• Communicates and ensures compliance of all company, store, and department policies, as well as, health and safety programs and regulations.
• Uses professional language and maintains a professional appearance (uniform, hygiene, grooming, and name tag) when interacting with others.
• Assists the Department Manager with various projects and tasks.
• Completes other tasks, as required.

Requirements

• Experience in retail sales, execution, and operations.
• Good working knowledge of department products and functions.
• Demonstrated supervisory, leadership, and/or managerial experience, or relevant experience.
• Ability to operate cash register is an asset.
• Basic math and keyboarding skills.
• Experience in a Canadian Tire store is considered an asset.

Required Skills and Abilities

Successful candidates will demonstrate the following competencies:

• Highly approachable, customer-oriented individual who thrives on offering exceptional service to customers.
• Strong belief in the Canadian Tire Values of honesty, integrity, and respect.
• Effective written and oral communication skills (e.g., probing, listening, etc.) and the ability to maintain professional communication, even in challenging situations.
• Ability to complete retail tasks according to instructions and to demonstrate responsibility for outcomes.
• Ability to assist in leading and managing others to achieve common goals in a fast-paced environment.
• Ability to motivate and coach others.
• Ability to resolve retail and/or customer issues.
• Ability to adapt and cope with challenging and changing situations.
• Ability to find solutions to problems and make decisions.
• Positive attitude, punctuality, and solid work ethic.

Potential Career Opportunities

• Next levels: Department Manager and Store Manager.
• Other retail, customer service and management opportunities in a large network of more than 485 Canadian Tire Stores across the country.
• Career opportunities across the larger Canadian Tire family (Canadian Tire Petroleum, PartSource, Mark's, FGL Sports Ltd, Canadian Tire Corporation Limited, and Canadian Tire Financial Services).

Physical Demands and Working Conditions

In compliance with the store's Health and Safety Policies and Procedures:

• Standing/walking for 8 hours.
• Lifting and/or carrying of merchandise items, as required, on a regular, frequent and unassisted basis. Merchandise items may vary in weight from “light” to “heavy”.
• Lifting and turning repeatedly throughout the shift.
• Lifting above the shoulder, from floor to shoulder and floor to waist.
• Walking and carrying at the same time and pushing/pulling as required.
• Twisting, turning, reaching and working above shoulder level.