OVERALL PURPOSE OF THE JOB
To provide the relevant assistance and support to our customers to ensure that Cookes as a store are the retailer of choice, and that the sale is secured and booked. To ensure that we provide a customer friendly environment which offers an excellent customer service and furniture buying experience both in store and through whichever communication channels used.
Key Responsibilities
- To ensure that Non-negotiable standards are reached and maintained at all times.
- To achieve targets set in line with Cookes bandings.
- To be able to read/understand and identify areas where growth can be achieved.
- Enhancing sales through add on’s and up selling, increasing the A.O.V
- Full CRM compliance
Customer
- Greeting customers who enter the store.
- Giving advice and guidance on product selection to customer’s through Discovery.
- To Enter all potential and existing customers into the CRM system to maximise the enquiry / sales process for increased conversion ( See CRM Process document ).
- To use various ways to communicate with leads digitally to overall enhance their experience with us and help convert sales.
- To be able to set and agree next stage follow ups with the potential Client using the CRM
- To be able to communicate efficiently and effetely over Video calls with customers.
- Actively checking webchat throughout the day to assist perspective leads and see them through the CRM system.
- Answering product/sales order queries from customers.
- Communicate with customers digitally.
- Assisting shoppers to find the goods and products they are looking for.
- Offer solutions by visiting customers and advising.
- To efficiently/accurately capture /process sales orders.
- To effectively/accurately process and promote instore finance packages
- Being responsible for processing cash and card payments.
- Use the Cookes postcards to send any relevant messages to potential or existing customers as nice touches, I.e. New Home, congratulations on your new arrival etc.
- To encourage customer loyalty and maintain the highest customer service levels.
Merchandising & Housekeeping
- Reporting discrepancies and problems to the store manager relating to showroom floor displays.
- Reporting any service issues (relating to showroom display models) that need actioning.
- Keeping the store tidy and clean, this includes general upkeep i.e vacuuming, dusting, bulb changes etc.
- Dealing with customer queries and highlighting to the relevant departments.
- Working within established guidelines, particularly in manufacturer branded areas.
- Attaching price tags to merchandise on the shop floor while checking for complete accuracy.
- Keeping up to date with special promotions.
- Receiving /displaying items of display stock and accepting/dispatching of customer collects
- Maintaining and rotating relevant promotional POS as required.
- To be actively involved in stock control and auditable processes ie stock counts etc.
- To assist in the merchandising of the store.
- To check our website daily for accuracy checks and also ensure our clearance is up to date with new products requested and sold taken off.
- To ensure all stock procedures are adhered to and allocations from appropriate warehouses are followed.
- Assist the Marketing department by looking at Trust Pilot daily and Team Leaders communicating the wins made to all individuals.
Health & Safety
- Responsible for security within the store and being alert / aware of daily surroundings
- To ensure all health and safety matters and general checks are carried out through the store.
- To ensure where applicable (Key Holders) that the store is opened and closed in line with current business hours and that all closing and opening procedures are followed in line with company policy.
General
- Having a friendly and engaging personality.
- To be able to problem solve and show initiative.
- Comfortable working with members of the public.
- Ability to liaise with suppliers.
- Ensure the showroom is a safe working area.
- To move and assemble furniture.
- Must be helpful and polite.
- Should be physically fit as on occasions may be required to carry out manual handling of stock.
- You should have a comprehensive understanding of your allocated area of sales.
- Able to work as part of a sales team.
- Knowledge of Cookes Furniture its ethos and structure.
- To act as a role model to other employees ensuring that the Customer is kept ‘front of mind’
- To represent Cookes in ensuring the highest level of internal and external customer service is always upheld.
- To always ensure a high standard of store and personal presentation.
- To adhere to the Company’s Policies on Health and Safety and environmental issues.
- To ensure security of information.
- To always ensure respect and consideration towards all colleagues in all Cookes premises.
- To always ensure a high standard of personal presentation.
- To complete any other reasonable task as instructed by management as dictated by the need of business.
PERSON SPECIFICATION
| Trait | Essential | Desirable |
| Previous administration/Sales order processing experience at a similar level | * | |
| Previous experience within a Retail Sales environment | * | |
| Takes pride in assisting customers to fulfil their wants and aspirations | * | |
| Excellent verbal and written communication skills | * | |
| PC Literate | * | |
| Organised and flexible approach | * | |
| Customer Focused | * | |
| Team player | * | |
| Commercial awareness | * | |
| Well-developed problem solving ability | * | |
| Enthusiastic in approach | * | |
| Understanding of target driven sales | * |
How to apply
For more information or to apply, please email: racheld@cookesfurniture.co.uk and simonh@cookesfurniture.co.uk
