Retail Lead Ambassador (Replenishment/Key Holder)

Retail Lead Ambassador (Back of House & Replenishment)

Job Title: Back of House Lead Ambassador

Reports To: Support Center Manager

Direct Reports: None

Key Interactions: Internal and external guests, Store Manager, Associate Store Manager (s), Lead Ambassador (s), Attraction Director

Position Overview:

The Back of House Lead Ambassador will support the operational functions of the store, stockroom, and warehouse; customer queries, adhering to the opening and closing replenishment checklists/SOPs, ensuring the store standards are met throughout the daily shift, performing general stockroom duties and replenishing the sales floor. These duties include receiving, stocking, staging, shipping and transporting merchandise into and out of the stockroom or sales floor. The role is responsible for cycle counts, ticketing, completing MOS, bi-annual physical inventory counts and maintaining visual standards and stock levels on the sales floor. The Back of House Lead Ambassador will refer all duties which require manager approval to the appropriate leader on-duty. The Back of House Lead Ambassador must embrace and role model outstanding guest service and contribute to the high morale of the Ambassador team.

• Act as a role model to the Ambassadors.
• Assist with opening and closing process, ensuring all checklists are complete.
• Assist the Warehouse Manager on-duty with ensuring all Back of House Ambassador breaks and lunches are handled. Maintain position coverage as required by the needs of the business and as specified in the daily schedule.
• Assist Ambassadors with Shipping and POS transactions, to include refunds, voids, returns, out of stocks, etc.
• Assist Back of House Ambassadors by functioning as a source of knowledge about merchandise, current stock and inventory levels via use of our inventory management system.
• Respond immediately to shipping and guest experience recovery situations using best judgement to resolve issues in accordance with guest service guidelines. Engage Associate Manager(s) as appropriate in these situation types.
• Maintain visual standards and follow the plan-o-grams set by the Planners and Visual Merchandise Manager, under the guidance of Associate Managers.
• Ensure key items/top sellers are fully stocked throughout the business day and all sizes are represented on the sales floor.
• Complete all price changes and ticket merchandise prior to staging on sales floor.
• Assist and maintain all storage areas for maximum efficiency.
• Ensure store procedures are followed for maintaining stockroom standards and safety.
• Own receiving and unloading of all merchandise, visual fixtures, furniture, equipment, beverages and other supplies pertinent to business operations.
• Assist with deliveries and distribution of merchandise, supplies and materials to appropriate storage areas.
• Participates in organizing and executing the bi-annual inventory and performs scheduled inventory updating/cycle counts.
• Support Associate Managers with answering radio calls and handling guest queries.
• Any other duties as assigned by the Associate Manager(s) or Store Manager.

• High school diploma; GED equivalent

• Minimum 1-year experience within a fast-paced/experiential retail environment
• Previous supervisory experience in a retail stocking or warehouse environment

• Must be able to successfully pass drug screen, and criminal background check
• Proficient in the use of; hydraulic jack, hand truck, flat-bed, cart, ladder, reticketing supplies, tape gun, box cutter. Forklift experience preferred but not required.
• Physical Demands: Frequently required to stoop, stand, walk, climb, lift and use repetitive motions. Frequent lifting of materials/merchandise or equipment, some of which may be heavy (up to 50lbs) or awkward.

• Guest Service: Ensures that the guest remains top priority.
• Organization: Ability to organize, prioritize assignments and meet deadlines.
• Accuracy: Ability to achieve accurate inventory control and replenishment standards.
• Work: Must have the ability for heavy lifting up to 50lbs. Must be familiar with and capable of operating hydraulic jack, hand truck, etc.
• Business Etiquette: Communicate effectively with guests, members of management and ambassadors. Ability to communicate with others, via telephone or in person, in a professional and helpful manner while simultaneously building credibility and rapport. This includes the ability to understand, be diplomatic and tactful, demonstrate appropriate behavior in social situations and maintain composure in negative circumstances in order to achieve results.
• Communication: Ability to represent the Company effectively in a public forum through verbal and visual presentations, delivering guest service that enhances the reputation and image of the company.
• Safety Procedures: Knowledge of and ability to proactively recognize and report safety issues or incidences and maintain a clean, safe work environment (e.g. customer safety, keeping work aisles clear, sanitary health practices, proper placement of tools and machinery, etc.).
• Flexibility: In scheduling to meet the needs of the business. Ability to change or adapt work practices, priorities or to reschedule activities in response to changing conditions or multiple work demands.