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Customer Experience Assistant Store Manager

Customer Experience Assistant Store Manager

Job Description

Customer Experience Manager provides day-to-day leadership to build strong customer relationships and support business growth to enhance profitability for Harbor Freight Tools. Handling and overseeing all the
daily processes that are carried out in the store, in the absence of the Store Manager. Position must have a strong customer service orientation to be successful. Position will be responsible for managing store personnel as appropriate including opening and closing of store. Position must be able to effectively communicate policies and procedures in a manner easily understood by associates and customers. Position reports directly to Store Manager.  Position will be responsible for a variety of areas of the Sales Floor, Pricing Coordinator and the Assistant Pricing Coordinator activity. Ability to work varied hours/days including nights, weekends and holidays as needed. Understands and adheres to Harbor Freight Tools policies and procedures including overrides/returns, pricing and inventory accuracy, training and awareness to physical safety and security.

Technical Duties and Responsibilities:
• All Wall Planogram and Display Tables.
• All Resets that are sent out as due that week. The Customer Experience Manager will work
directly with the Pricing Coordinator and Assistant Pricing Coordinator to ensure that the
Planograms are set within the time frame allotted.
• Directly responsible for ensuring that the Display Planner is set correctly and in the time frame
• Directly responsible for the preparation and actual setting of all ads.
• Directly responsible for ensuring that all fixtures are maintained to Harbor Freight Tools standards
and presentation
• Ensures that Display Tables will be kept to Harbor Freight Tools standards and that all displays
are in ‘Like New’ condition at all times.
• Will ensure open lines of communication with the Operations Manager regarding the purge
• Managing and motivating the Team to increase sales and ensure efficiency.
• Ensuring quality customer service standards are met.
• Develop the Sales Supervisor Schedule and ensure its implementation.
• Directs Sales Associates.
• Responsible for the execution of all promotional activities.
• Leads the day-to-day sales floor activities to ensure the highest levels of customer service are
being provided.
• Directs daily operations in order to provide quality products and services.
• Maintains and implements safety conditions and training to adhere to procedures and statutory
Supervises day-to-day work activities by delegating authority, assigning and prioritizing activities
and monitoring operating standards.
• Directs daily operations including cash control, planning, inventory, receiving, stocking and
• Accountable for the execution of product and service quality by maintaining highest level of
• Promotes and supports workplace diversity initiatives.
• Manages by providing positive and constructive feedback to associates in order to reward, coach,
correct and motivate.
• Establishes a safe work environment by performing safety audits and inspections, conducting
safety-related training and maintaining on-going communications with associates.
• Ensure proper staffing levels with trained associates.
• Maintains storage facilities conditions and monitors internal quality assurance.
• The ability to meet established productivity and sales goals.
• Additional duties assigned by management.

Job Requirements

• Communication and Influence: Requires verbal and written communication skills to convey
information that may be somewhat complex and/or to others who may have limited knowledge of
the subject in question. Position may require basic negotiation and influence, cooperation, tact and
diplomacy skills.
• Analytical Thinking: The ability to systematically gather information from a variety of resources.
Analyze information, identify implications of data and draw appropriate conclusions. Generate
viable, alternative solutions to a question or problem and evaluate the consequences of choosing
each alternative.
• Interpersonal Relations: The ability to develop and maintain professional, trusting, positive
working relationships with all levels of staff, customers and vendors.
• Diversity Awareness: The ability and willingness to be aware of, understand, respect, and value
the diverse culture, ethnic, gender, age, education, professional, backgrounds and styles of others
and to adapt ones own behavior based on that understanding.
• Customer Focus: The ability and willingness to provide excellent service to external/internal
customers. This includes seeking to meet customer needs, expectations and demands quickly and
effectively while remaining calm and professional. Reviewing external/internal customer
complaints and taking action to reconcile the situation while treating the customer as valuable and
instilling the same in their Team.
• Drive and Dependability: The ability and willingness to demonstrate eagerness, enthusiasm,
optimism and passion when working. This includes demonstrating commitment, persistence and
heightens personal effort in the face of obstacles and adversity. Pursuing excellence for self and
organization, having a sense of urgency, possessing ambition and inspiring others.
• Stress Tolerance and Flexibility: The ability to work productively and effectively in a fast paced,
stressful, demanding and/or ambiguous environment.
• Delegating and Directing: The ability and willingness to delegate the authority to complete work
activities, giving clear direction to assigned tasks while monitoring performance against a
predetermined deadline to ensure quality and timely completion of assignments.
• Planning: The ability to set priorities, plan and coordinate work activities. This may include
developing plans with long-range horizons based upon a sound knowledge of Harbor Freight
Tools expectations.
• Team Building: The ability to motivate and guide others to work hard by building a sense of
teamwork and commitment. This includes clearly communicating and reinforcing aims and goals
of team, unity, cooperation and excellence.
• Communication: The ability to speak clearly and politely to management, associates and
customers when conveying information. Always using correct grammar when speaking and never
using slang terms while targeting the amount, style and content of the information to the needs of
the receiver.

Supervision Received:
Supervisor provides general direction. Customer Experience Manager independently determines and
develops approach to solutions. Work is reviewed periodically (typically at major points in the assignment)
and once complete to ensure objectives have been met.

Supervision Provided:
Has direct responsibility of customer contact and manages the daily operations of a store through direct
supervision of non-exempt/hourly associates.

Impact of Customer Experience Manager Decision:
Decisions are moderate in nature, influencing project schedules, operations or customer satisfaction. Errors
are detected and corrected with relatively minor financial impact or effect on projects, operations or
customer relationships. May require involvement beyond immediate work group to correct.

Scope of Impact:
Decisions affect own work and the work of others within the department, unit and/or project.

Minimum Requirements:
• Legal Age: 18 years old
• Education or Equivalent Experience: Technical, Trade, Vocational Degree or 2 years Management
or Functional Experience
• Supervisor/Managerial Experience: 2 years
• Function Specific Experience: 2 years
• Certification Requirements: May require a valid State drivers license and/or Fork Lift Certification

Working Conditions:
Work is performed in an area that is adequately lighted and ventilated.
Specific physical characteristics and abilities are required to perform duties such as above-average agility
and dexterity and long periods of walking, standing, bending or carrying moderately heavy items.

Job Snapshot

Employment Type Full-Time
Job Type General Business
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Merchandising, Retail, Consumer Products
Required Travel Not Specified
Job ID 7494
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Customer Experience Assistant Store Manager

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