Customer Experience Supervisor

Are you a champion of awesome customer service and a lead by example kind of person? We’re in search of a Customer Experience Supervisor who will set the tone for our awesome guests and a team of up to 50 amazing Daymakers!

About Us:
At Heeman’s, each staff member is titled a “Daymaker” first and foremost. We believe our amazing staff is the key to making our space a “Happy Place” for everyone who enters. As a Customer Experience Supervisor, you will bring the Heeman’s brand to life at in our Front End by ensuring all customers have a positive experience at Heeman’s. As the first, and last Daymakers to see our customer, the role is crucial to ensure that every customer leaves with their day being made.

Employment Type:

• Full-time, permanent
• Heeman’s is an agriculture/farming business and employees are classified as an agriculture employee under the ESA

About the Role:
The Customer Experience Supervisor oversees all Customer Experience Associates. You set the pace and tone as well as the excitement for the day ahead. You will support the Customer Experience team with break coverage, line control, point-of-sale (POS) troubleshooting, till balancing, escalated customer concerns and overall operational efficiency of the Front End.

What Does Your Workday Look Like?

• Assisting customers by locating specific products, making informed recommendations, advising them on appropriate plant care and answering any additional questions they might have.
• Supervising the Front End team, comprised 50+ Customer Experience Associates who will specialize as Cashier, Baristas, Soil & Cart Attendants, and Berry Drive-Thru Attendants.
• Support the Customer Experience Manager in supervising, training, and developing the team of Customer Experience Associates.
• Ensure a smooth, efficient, and pleasant checkout experience for customers.
• Assist with ordering, manage inventory, and oversee storage and display of products to maximize sales, minimize waste, and maintain stock levels.
• Thorough understanding of the produce cooler with our fresh local fruits, heling to maintain a clear system that allows associates to pull items according to plan.
• Activate the POS system, start-up equipment, review communications, and set up the team for the day.
• Answering phones in an artful and informative manner as well as servicing guest requests which could entail, but is not limited to, doing inventory checks, answering plant care inquiries, reviewing transaction records and processing phone orders.
• Assess business levels to make informed staffing decisions and ensure proper coverage.
• Verifying drawer management by regularly balancing tills, confirming ‘active drawers’, putting balancing envelopes and tills in the safe as well as ensuring the correct drawers are being carried over in the evening. 
• Supporting other departments with their extra work and assigning Customer Experience Associates ‘busy work’ and prep work.
• Prepare menu items, such as sundaes, coffee, and milkshakes according to Heeman’s recipes and prescribed techniques.
• Mitigating escalated customer concerns by using active listening, problem-solving and discretion. 
• Delegate and assist in cleaning the physical space by sweeping/weeding the floor, emptying any garbage or compost bins, cleaning litter and organizing the shared staff space.
• Answering radio calls from all departments with appropriate radio etiquette.
• Any other task as assigned by your manager.
• Work in compliance with all human resources, operational (SOP) and Food, Health & Safety policies and procedures.

What Will You Bring to the Table?

• Excellent customer service skills, both written and verbal
• Open communication style 
• General knowledge of plants and hardgoods products
• Leadership and ability to coach and mentor others
• Strong organization skills and attention to detail
• Ability to respond under pressure
• Basic math skills
• Positive attitude, self-starter and takes initiative
• Capable of following direction and working independently and in a team environment
• Excellent time management skills and ability to manage frequent interruptions
• Adaptability to a continuously changing work environment
• Gardening experience or willingness to learn
• Prior retail, cashier or barista work experience
• 2+ years of prior management or supervisory experience
• Prior retail, agriculture or greenhouse work experience is considered an asset
• Language: advanced English (written and oral)
• Smart Serve and Food Handlers Certification (or willingness to obtain upon offer of employment)

Physical Requirements:

• Capability to perform in a fast-paced environment including prolonged standing and lifting up to 50lbs.
• Ability to work in greenhouse conditions (direct and indirect sunlight, high humidity, hot and cold temperatures, wind, rain, snow)

Availability Requirements:

• Availability to work before and after regular hours and during all hours of operation (including evenings and weekends)
• Availability to work up to 6 days per week
• Flexibility to accommodate scheduling changes
• Open availability for May, June, September and November
• Transportation plan; Heeman’s is not located on a bus route

What’s in it for You?

• Staff discounts (to fuel that plant collection and enjoy all the sundaes, berries and coffee you want)
• Employee appreciation events
• You get to work with great people—guests and staff alike!

How to apply:
Please bring a copy of your resume and cover letter to the greenhouse. You can present your application to our manager on duty at the Customer Service Desk right next to the check-out area. We will ask you a few simple questions when you do come in.

Heeman’s
20422 Nissouri Road
Thorndale ON
Phone: 519.461.1416

Heeman’s is proud to be an equal opportunity employer committed to diversity and inclusion. Heeman’s provides accommodations for persons with disabilities throughout the recruitment process. Any inquiries can be sent to h r @ h e e m a n . c a or by calling 519.461.1416.

We thank you for your interest in obtaining employment with our organization; however only those candidates selected for interviews will be contacted.