Customer Service Vacancies

POSITION DESCRIPTION

POSITION TITLE: Assistant Bakery Manager

DEPARTMENT: Operations

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Bakery Manager &/or Area Manager

POSITION PURPOSE AND SCOPE

The Assistant Manager is responsible for assisting the Bakery Manager in the management of all aspects of the operations of the store during business hours especially maximising net operating income, maintaining the Core Values and Mission, upholding operations standards and demonstrating the Core Values to customers, employees and the community.

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ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Assist in managing the day-to-day branch operations with the goal of increasing sales, reducing expenses and maximizing net operating income in accordance with monthly budget;
• Assist in driving and delivering periodic operating plans including sales, profitability and management and employee turnover targets;
• Assist in directing and coordinating the activities of all staff though work plan priorities in liaison with the Operations Manager;
• Assist in conducting and monitoring monthly physical inventory;
• Assist in monitoring inventory levels, production and wastage to ensure adequate control of cost of goods without compromising product quality;
• Encourage teamwork and high levels of staff morale through conflict resolution, coaching, bi-monthly meetings and daily communication to branch staff and operations manager.
• Assist in monitoring staffing levels and labour costs to maximize efficiency and control expenses;
• Assist in monitoring product quality and customer service to ensure requisite operational standard.
• Assist in the preparation of Performance Reviews for support staff
• Direct and supervise the ongoing and periodic cleaning and maintenance of all equipment and physical facilities in accordance with manufacturers’ instructions and applicable health standards and company guidelines;
• Assist in monitoring customer preferences and directing innovative guest interactions and suggestive selling techniques via sampling in front of the bakery, behind the hot plate and at the register on a daily basis;
• Maintain a working knowledge and understanding of relevant accounting processes (Profit and loss, cash flow, accounts payable and receivable and operating profit);
• Respond and resolve customer complaints to achieve satisfactory resolutions;
• Assist in monitoring and ensuring compliance with all company policies and procedures and report breaches to Operations Manager;
• Assist in ensuring that employee attendance and payroll records are accurate and up-to-date and that time card reports are submitted weekly;
• Assist in ensuring the prompt completion and transmission of end of day reports and petty cash reports and submit on a daily basis to Accounts Department;
• Assist in managing back office administrative duties in an accurate and timely manner;
• Assist in operating the bakery against “critical few” and full field review standards;
• Participate in monthly meetings as directed by Operations Manager and Managing Director;
• Assists in the training of new entrants
• Any other relevant duties.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

• Managing and motivating people – Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates’ activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.
• Delegation – Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Quality Management – Looks for ways to improve and promote quality; Demonstrates 
accuracy and thoroughness.
• Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

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SUPERVISORY RESPONSIBILITIES

Assists Bakery Manager in manages a maximum of fifteen (15) employees and carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

QUALIFICATIONS AND EXPERIENCE

• At least three (3) years’ experience in a similar position in food service and/or retail environment.
• At least one (2) year supervisory experience;
• Bakery experience would be an asset;
• Associate Degree in Business Management; Hospitality; or Food and Nutrition would be an asset.

SKILLS AND ABILITIES

• Working knowledge and understanding of financial statements and reports.
• Demonstrated ability to positively effect sales and profitability;
• Superior decision-making, problem-solving and analytical skills;
• Superior conflict-management abilities;
• Excellent time management skills;
• Excellent communication skills both verbal and written;
• Excellent interpersonal skills and a collaborative management style;
• Excellent computer skills and proficient in excel, word, outlook, and access