Assistant Store Manager Job Description This position reports to the Store Manager. Position Summary: The Assistant Store Manager supervises and motivates the Shift Supervisors and Customer Service Associates, inspiring them to model the customer service experience in order to drive sales and exceed customer expectations. The Assistant Store manager works in partnership with the Store Manager to coach and train the store team to drive store sales. Assistant Store Managers must promote an engaging and positive work environment that fosters open communication, encourages teamwork and inspires creativity. Essential Job Responsibilities and Accountabilities Customer Service: • Lead by example and exhibit an attitude that is one of positive, can do and customer first with all customers. • Coaches Customer Service Associates on how to excel at the Customer Service Initiative. • Prioritize customer service over all other tasks at all times. • Consistently perform all three steps of the Customer Service Initiative (GET): • Sincerely greets all customers with a business and/or product related inquiry/statement within the first ten seconds of entering the store. • Consistently engage customers by actively listening and determining the customer needs and engaging them in spontaneous demonstration. • Thank customers upon exiting the store, regardless of whether a purchase has been made. • Knowledgeable and proficient in technology in order to accurately and efficiently process customer transactions. • Process all customer transactions in compliance with the Paper Source policy in a professional and positive manner; sales, returns, gift certificates, store credits, special orders etc. • Maintain store operations and visual merchandising standards to ensure a ‘grand opening’ look and feel to our customers. Ensure a neat, clean and organized store at all times • Resolve customer service related issues, elevating as needed to the Store Manager. Drive Sales and Profitability: • Inspire our customers about Paper Source’s unique product offerings through product knowledge, understanding and selling of our core businesses such as converted, invitations and stationery. • Demonstrate consistent selling behaviors that inspire our customers towards a greater connection with our products through registration and selling of workshops and special events to achieve company goals. • Manage customer registry and workshops to ensure that Customer Service Associates are knowledgeable of the importance to our business. • Understand customers’ needs and projects to be able to make meaningful suggestions for additional purchases to achieve company goals. • Sells the benefits associated with capturing email addresses in our customer registry. • Complete all required training modules and have a clear understanding of all available tools and resources to enhance the selling experience. Monitor and make recommendations for staff training needs and opportunities. • Provide feedback to Store/Area or Regional Manager on customer requests, reaction to merchandise and store environment. • Motivate the team to achieve daily, weekly and monthly sales goals. • Act as Manager-on-Duty, overseeing the sales floor, providing direction, defining priorities and ensuring proper employee zoning to maximize business. • Ensures the timely and efficient implementation of company directed window displays, in-store signage and merchandising direction in order to drive store sales and increase store profitability. • Review weekly KPI and monthly scorecard results and assists the Store Manager in implementing plans to improve store performance. Store Operations: • Demonstrates the ability to efficiently and effectively operate the store in the absence of the Store Manager. • Execute opening and closing store procedures including paperwork to company standards. • Prepare daily agenda; delegate and follow up on tasks • Monitor customer and employee holds according to policy. • Processes all inventory receipts as required by company guidelines and partner with Store Manager in execution of the annual inventory process in store. • Ensures communication is understood across all associates (i.e. the Paper reSource). • Develops the store weekly schedule for Customer Service Associates to maximize store sales and execute tasks in alignment with labor goals and models for the Store Manager’s approval. • Recruit and conduct first interviews as needed for Customer Service Associate open positions. • Lead New Hire training and ensure completion of all new hire paperwork in timely manner and to company and state guidelines. • Evaluate Customer Service Associates and Shift Supervisor performance and contribute this feedback to the annual performance review process. • Communicate performance issues to Store Manager and provide coaching to associates. • Develop staff through in the moment coaching, training, reward and recognition. • Oversee organization of the cash/wrap area, back room operations, stock organization and monitors store supply inventory. Attributes: • Demonstrated passion for Paper Source, our products, and providing extraordinary customer service. • Ability to prioritize tasks with an attention to detail while ensuring a customer first focus. • Exemplify professional and ethical behaviors; follow all Paper Source policy and procedures. • Develop a positive working relationship by appreciating and learning from fellow associates. • Actively seeks new challenges and increased responsibility. Promote self development and encourage staff to engage in learning and developmental opportunities. Requirements: • Arts and crafts background preferred. • Retail Management experience in a specialty store environment preferred. • BFA/BA/BS or equivalent experience. • Outstanding leadership and communication skills. Inspiring interpersonal effectiveness to lead and train team and effect change. Ability to balance the need of delivering a creative experience, and a profitable result in a team environment. • Demonstrated ability to prioritize, delegate, follow up and coach as needed. • Required to work a flexible schedule to meet the needs of the business, which will require night and weekend shifts. • Ability to work with /around cleaning chemicals and various art supplies. • Ability to effectively maneuver around sales floor and stockroom. May include repetitive bending, prolonged standing, twisting, and lifting of up to 30 pounds. Application process: Please send a cover letter expressing your passion for the customer experience and the Paper Source brand along with a current resume to firstname.lastname@example.org. Qualified applicants will be contacted directly for an onsite interview.