SSENSE Montreal - Point of Sales Coordinator

Company Description

SSENSE (pronounced [es-uhns]) is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else™.

SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.

Job Description

Reporting to the Assistant Manager of Merchandise Coordinators, the POS Coordinator will be responsible for providing friendly, professional, and knowledgeable checkout service to all clients in a support capacity. The candidate will ensure to complete transactions accurately with speed and efficiency to enhance and to maximize the customer experience before, during and after their time at SSENSE Montreal. The POS Coordinator will also support the back office opening and closing procedures and ensure the functionality of in-store technology systems.

Responsibilities

Customer Experience - 30%

• Provide exceptional client experiences at every touchpoint throughout the customer journey such as: walk-ins visitors, shopping appointments, transaction process and after-sale service.

• Support the Personal Stylist team in building and maintaining relationships with SSENSE clients by providing outstanding service and supporting communication before, during and following their store visit or online interaction.

• Cultivate and maintain an extensive knowledge of trends, designers, and the SSENSE product catalogue

• Assist with client issues for a resolution and win-win solutions that enhance customer experiences

Operations - 60%

• Complete transactions accurately and efficiently, leveraging SSENSE Systems and technology as necessary

• Transaction types may include and not limited to Appointment Purchases, Walk-in Purchases, Applying Discount, Allocation issues, Completing Price Adjustments, Exchanges and Returns, Customer issues (damages, defective items, sizing issues, etc.), Different payment methods (credit cards, debit, cash, etc.), Taxes, Online transactions, etc.

• Opening and closing procedures:

  • Open and close the point of sale system, cash deposit, inventory reconciliation and safe float following proper procedures documented in the opening and closing guidelines

  • Confirm that deposit slips, envelopes and deposit bags are correctly filled out and cash closing procedures are followed and cleared by accounting on a daily basis

• Ownership and administration of customer service such as Holds, Alterations, Dry Cleaning, Cobbler, Mail Orders, etc.

• Ensure the store supplies meet the quantity requirements to maintain a tidy, stocked, organized service table at all times

• Ensure all transaction information is entered correctly and accurately to avoid administrative errors, overage, shortages, or numerous cancelled transactions including appointments.

• Ensure operational integrity & asset protection compliance in day-to-day operations & practices through cash controls, inventory management and transaction accuracy.

• Communicate inventory and transaction issues to Inventory Analyst and leadership.

• Ensure the functionality of in-store technology and security systems in support of the appointment and visit models

• Master all SSENSE tools and systems to swiftly and accurately process inventory

Visual Presentation - 10%

• Provide great customer experience through maintenance and visual presentation of all areas

• Be knowledgeable of the store’s merchandise, back of house and front of house layout

• Maintain current visual direction through identifying, communicating and ensuring highest standards of visual presentation to drive growth through product assortment and presentation optimization

Qualifications

• 
  A minimum of 2 years previous senior client-facing operation experience in luxury retail, hospitality or customer service

• College or University degree in Logistic, Business, Management, or a related field is preferred

• Experience with operating POS system

• Good knowledge of the labels carried by SSENSE including creative direction, history, and technical garment information, and enthusiasm to share this knowledge with colleagues and clients

• Excellent verbal and written communication skills in both English and French, Mandarin, an asset

• Proficiency in Microsoft Office Suite, Google Suite, Web and computer-savviness

• Hours/days of work can be varied due to the demands of the business

Skills

• Detail-oriented with strong time management and organizational skills

• Team player with solid interpersonal skills

• Customer-oriented with strong problem solving skills

• Ability to work in a fast-paced environment, while delivering high level of customer service

• Demonstrate a high degree of maturity and integrity

• Highly competent with technology and mobile applications.