Description

JOB  DESCRIPTION
POSITION TITLE: Supervisor

CLASSIFICATION: Supervisory

REPORTS TO: Manager

RESPONSIBLE FOR: N/A

Position Summary
The Supervisor will support the Manager in overseeing day-to-day operations, ensuring excellent customer service, managing staff, and maintaining store organization. This role requires strong leadership skills, knowledge of retail operations, and a passion for delivering high-quality services, products and solutions to our customers. Supervision to include: stock and product control, team and individual supervision and provide direct sales assistance to customers enhancing their store experience. The role also requires monitoring the entire process from the initial customer interaction to the completion of the sale (stationery or service) ensuring the customer's requirements are met and are produced at a high standard.
 
Specific Accountabilities

1. Team Leadership & Supervision:
   • Supervise and assist a team of CSRs in daily store operations.
   • Assign tasks to team members and ensure their duties are completed efficiently and accurately.
   • Provide coaching, guidance, and support to staff, ensuring high levels of customer service and professionalism.
   • Conduct regular team meetings to communicate goals, updates, and store priorities.
   • Handle employee performance issues and provide feedback to the Store Manager as needed.
2. Customer Service:
   • Lead by example in delivering excellent customer service by assisting customers with their purchases and print needs.
   • Resolve customer complaints or concerns promptly, ensuring a positive customer experience.
   • Support the Manager in maintaining high service standards and meeting customer expectations.
   • Ensure staff is trained and knowledgeable about the Company’s products and print / customized services.
3. Store Operations:
   • Assist with opening and closing procedures ensuring the store is ready for customers and is opened on time. Reconcile petty cash daily and replenish before the float is depleted.
   • Responsible for keys for premises and ensuring that store is secure at end of work day.
   • Accurately oversee and /or complete daily sales report.
   • Perform administrative duties such as managing emails and answering the telephone.
   • Coordinate Email/Whats App orders with the relevant staff.
   • Maintain store cleanliness and organization, ensuring products are well-displayed and easy to access.
   • Monitor stock levels and assist with inventory control, including stock rotation and replenishment of products.
   • Ensure the store’s print equipment is in good working condition and report any maintenance issues to the Manager.
4. Print /Customized Service Support:
   • Oversee print/customized services provided in the store, ensuring all jobs are completed accurately and on time.
   • Assist customers with custom print orders, advising them on paper types, sizes, and other print options.
   • Ensure print / customized orders are processed efficiently and troubleshoot any issues related to jobs or equipment.
5. Sales & Performance:
   • Support the team in achieving sales goals by promoting stationery products and print/customized services.
   • Cross-sell and up-sell products and services offered by the company
   • Help track daily, weekly, and monthly sales to meet store targets and identify opportunities for growth.
   • Assist in implementing store promotions, sales initiatives, and marketing strategies to increase foot traffic and sales.
6. Inventory & Stock Management:
   • Assist in managing inventory, including monitoring stock levels, identifying product shortages, and ensuring timely stock replenishment.
   • Perform monthly inventory checks and prepare report.
   • Help with stock organization to ensure product availability and minimize waste.
   • Assist with receiving and organizing deliveries, ensuring products are correctly labeled and stored.
7. Health & Safety Compliance:
   • Ensure store operations comply with health and safety regulations, maintaining a clean and safe environment for both customers and staff.
   • Support the Manager in implementing safety protocols and conducting regular safety checks.
8. Training & Development:
   • Assist with training new staff on store operations, product knowledge, and customer service standards.
   • Help assess team performance and suggest improvements or additional training needs to the Manager.
   • Promote a positive team environment and encourage personal development and growth within the team.
9. Reporting & Communication:
   • Assist the Manager in preparing reports on sales, customer feedback, inventory, and store performance.
   • Communicate any store issues, stock concerns, or customer feedback to the Store Manager in a timely manner.
   • Keep staff informed about store promotions, sales targets, and operational changes.

 
Qualifications and Requirements

• High school diploma or equivalent (Bachelor’s degree in Business or related field preferred).
• Minimum of 5 years of experience in a retail environment, with at least 3 years in a supervisory or leadership role.
• Knowledge of stationery products, print services, and the retail industry is preferred.
• Strong leadership skills with the ability to motivate and guide a team.
• Excellent customer service and communication skills.
• Ability to maintain a positive attitude.
• Ability to multitask, prioritize, and solve problems in a fast-paced retail environment.
• Strong critical thinking skills.
• Excellent organizational and time management skills.
• Attention to detail and a keen eye for noticing quality issues.
• Ability to work independently and take initiative without need of constant supervision.
• Dependable with high integrity and work ethic.
• Familiarity with POS systems, inventory management, and retail operations.
• Basic knowledge of print equipment and the ability to troubleshoot basic print issues is a plus.
• Flexibility to work beyond regular hours may be required.

 
Controls Exercised Over Work

• Manager
  • The Manager maintains full control of the position’s work.
• Nature of supervisory control exercised over the work
  • This position will be controlled through instructions from its Manager, the provision of reports by the incumbent and bi-annual performance reviews conducted by its Manager.
• Nature of available guidelines controlling the work
  • Operating Procedures, Employee Handbook, Policy Manual, Dress Code

 
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The role involves both desk and floor-based work, with physical tasks (e.g., stocking shelves, handling inventory) as well as sitting, standing, walking, bending and routine lifting supplies up to 50 pounds in an office environment. The position also requires good manual dexterity, good physical health and strength.
 

Work Environment
This position operates mainly in an air-conditioned office environment. The environment can become busy and requires a positive demeanor when faced with challenging issues.
  

Tools, Equipment and Machines
The employee will be required to use office equipment including but not limited to, telephone, computer, printer and photocopier.
 
 
The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They should not be construed as an exhaustive list of all responsibilities and duties required of persons so classified. The job-holder may from time to time be required to carry out other duties as directed, in support of the job function.