Team Leader - BIC Yonge

 Canada, Toronto, Ontario
 3 weeks, 4 days ago
**Full time position ** Nestlé Nespresso S.A. is the market leader in premium-portioned coffee and one of the fastest growing operating businesses of the Nestlé Group. MISSION OF THE JOB:Act as an ambassador of the Nespresso brand in our Boutique. He/she is the main and privileged contact point with the customer with whom he/she is in direct contact. The Boutique Team Leader is responsible for taking orders, understanding and satisfying customer needs, listening, informing and proposing solutions to customer problems.Key Responsibilities:Boutique Specialist Training
  • Provide guidance on following the Mystery Shopper scripts
  • Nessoft Training to new employees
  • Machine Training for new employees
  • Coffee training
  • Return management procedures
  • Cash handling procedures
  • Tax exempt procedures
  • Nespresso policies procedures (related to Nespresso products)
  • B2B main points to communicate to Guests
  • Set training agenda for on-boarding new employees
  • People Management
  • Develop a schedule for the staff to assist in Boutique daily tasks responsibilities
  • Communicates a clear understanding of the Company’s values
  • Assist Manager in setting work schedules
  • Role play (Mystery Shopper scenarios)
  • Provide employee recognition for team success
  • Stock Management / Nessoft Management
  • Ensure boutique is in stock with all supplies
  • Submit stock transfers
  • Process returns
  • Submit and process stock transfers
  • Understanding of Boutique Budget for Decoration and Tasting products
  • Report stock deficiencies to manager
  • Reporting
  • Prepare and review daily and weekly reporting on machine and capsule sales
  • Meet with Manager on a weekly basis
  • Qualifications:
  • 2 years of training in customer relations & Sales
  • Expertise in oral communication for each type of customer
  • Experience in team management
  • Good knowledge of Microsoft Office, IT phone system and of statistics
  • Management by priority
  • Good analytical skills
  • Attention to detail
  • Ability to answer to “difficult” customers
  • Strong interest in our product and in coffee in particular
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