IP&E-1145 Retail Store Lead

Job Title               Retail Store Lead
Department         Retail Services
Location               Guam
FLSA Status          Non-Exempt
Salary Grade        1D
Corp. Entity          IP&E Services, LLC.
Reports To           Station Manager

JOB DESCRIPTION 

Summary/Objective 

The Store Lead is responsible to support and assist the Station Manager, with the planning, organizing, direction, control, and evaluation of the gas station and its staff, which includes the Customer Service Cashiers, Attendants, Food Handlers and Merchandisers.

The Store Lead directs the station staff to ensure that all transactions are completed promptly and correctly, all sales are completed competently, and that cash control, security and till balancing during each shift is properly accounted for.

Store Leads ensure excellent standards of housekeeping, cleanliness and quality of product are maintained at the site, ensures all tasks are completed to the Company’s stated Health, safety, security and Environment (HSSE) policies and guidelines.

Essential Functions

• Effectively leads staff and ensures assigned duties are performed properly
• Utilizes and cooperates with required customer service, appreciation and incentive programs
• Assists the Station Supervisor with the orientation and training of new hires on the basics of the facility
• Assists the Station Supervisor with the enforcement of all company policies and procedures
• Leads the execution of quality customer service on the forecourt and in the store
• Assists with receiving fuel deliveries, when required
• Leads station compliance with HSSE (Health, Safety, Security and Environment) and Food Safety standards
• Ensures proper housekeeping and merchandising of the store
• Manages customer complaints in a positive and action oriented way
• Ensures the active use of the Basic Service Steps on the forecourt
• Supports the Station Supervisor with all Company goal, initiatives and policies
• Assist with Inventory management/controls
• Manage the daily submission of invoices
• Manage/monitor site waste and donation
• Provides operational assistance to support Customer Service Cashiers in the store, when an additional POS console is available and customer traffic increases (or as needed)
• Provides operational assistance to support Customer Service Attendants on the forecourt, when customer traffic increases (or as needed)
• Is present/visible on the floor 80% of the time-leading all site operations
• Performs administrative tasks 20% of the time

Competencies 

Safety Standards 

• Ensures safety of staff, customers and public are foremost
• Complies with rules, policies, laws and regulations
• Complies with HSSE procedures
• Reports any actions by staff/customers that are unsafe
• Follows correct food safety procedure when receiving/handling stock
• Leads compliance with incident reporting process
• Actively participate in internal audits and external regulatory inspection and leads audit findings closure for the station
• Provides data as needed by HSSE Team for Compliance reporting and internal KPI
• Ensures posted permit and licenses are valid and applicable for the station

Managing Forecourt Safety 

• Ensures personal safety through active awareness of surroundings
• Handles fuel spills – mitigates risks, performs cleanup and notification as needed
• Intervenes, in an appropriate way, when staff or customers are engaging in unsafe and potentially unsafe behavior on the forecourt, and in the shop

Active Selling

• Looks for opportunities to increase sales
• Leads initiatives to increase sales
• Promotes Sales Expansion
• Meets or exceeds sales targets
• Promotes Loyalty Programs

Building Customer Loyalty

• Advocates and represents the business
• Wears clean, neat and tidy uniform and name badge at all times
• Is well groomed at all times
• Understands and leads participation of performance management tools on site
• Leads the active use of “Basic Service Steps” (BSS)
• Notifies asset breakdown
• Develops the site cleaning roster
• Develops the site working roster
• Proactively deals with customer complaints in a positive manner

Work Standards 

• Working knowledge of payment processes and other transactions on site Point of Sale system
• Completes shift/day-end procedures
• Secures Cash
• Manages shift balancing
• Leads completion of task list duties
• Manages accurate recording of time worked
• Effectively uses the Site Activity Log as a communication tool
• Ensures staff room/storeroom are tidy and workable at all times
• Minimizes and monitors theft, including drive offs and completes associated documentation

Contributing to Team Success 

• Works as part of a team at all times
• Contributes to team performance
• Assists other staff in their duties when required
• Lead the Shift Leader with people management if required
• Leads the contribution to meeting targets on Territory Manager site review and Mystery Motorist Program (MMP)

Knowledge, Skills, and Abilities 

• A strong team leader with excellent relationship skills
• Should demonstrate Diversity and Inclusiveness and able to lead people of various disciplines and cultures
• Excellent in both oral and written communication, specifically in English
• Should demonstrate the basic core values of Honesty, Integrity, and Respect for others and the aspired behaviors of Leadership, Accountability, and Teamwork

Key Performance Indicators: Operational Excellence 

• +/- 0.10% monthly cash variance
• +/- 1% variance on OPEX
• <1.50% Wet Stock variance
• 100% accurate and on-time daily deposits
• Achieve 22% C-store gross margin

Qualifications 

• High School Diploma or equivalent
• At least 1 year of petroleum retail experience

Knowledge, Skills, and Abilities

Knowledge

• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Skills

• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Actively looking for ways to help people.
• Talking to others to convey information effectively.
• Using mathematics to solve problems.

Abilities

• To communicate information and ideas in speaking so others will understand.
• To listen to and understand information and ideas presented through spoken words and sentences.
• To speak clearly so others can understand you.

HSSE Competencies 

• Report HSSE Incidents on a timely manner within his/her area of responsibility.
• Support incident investigation as required.
• Participate in audits and inspections as planned Ensure compliance to HSSE Policies and Procedures• Actively participate in HSSE improvement programs
• Lead and/or actively participate in HSSE Toolbox Meetings as planned
• Perform the duties and responsibilities as defined in the Emergency Response Plan and as UST Operator C.

Working Conditions

This job operates in a retail environment with the merchandise displays and items available for purchase in inventory. The employee is subject to both inside environmental conditions (Protection from weather conditions but not necessarily from temperature changes) as well as outside conditions (No effective protection from weather). The worker is subject to noise that is sufficient to cause the worker to shout in order to be heard above the ambient noise level. The worker is subject to hazards that include a variety of physical conditions such as proximity to moving mechanical parts, moving vehicles, exposure to chemicals and oils. The worker is subject to atmospheric conditions that may affect the respiratory of the skin such as fumes, odors, dusts, mists, gasses. The worker is frequently in close quarters, small, enclosed rooms, narrow aisles or passageways and other areas which could cause claustrophobia.

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.

While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires reaching, standing, walking, pushing, pulling, bending, balancing, kneeling, stooping, crouching, crawling, and climbing all day. Frequent and receptive use of fingers’ for typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling.

The employee must exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

Supervisory Responsibility

This position has direct supervisory responsibilities

Regular Expected Hours of Work and Travel

This is a full-time position. Hours of work and days may vary. This position regularly requires long hours and frequent weekend work.

Travel is required for this position.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.