Customer Engagement Expert (Vitamins & Supplements)

The Customer Engagement Expert utilizes a specialized knowledge and experience base to interact and engage our customers with products, recommendations and education. Additionally, the Customer Engagement Expert is responsible for the monitoring of product quality and for communicating concerns about quality to the Product Fulfillment Specialists and their manager. The Customer Engagement Expert will be responsible for helping to develop the expertise of Customer Engagement Clerks. As a member of the Customer Engagement Department they will also be responsible for the customer engagement activities for all products in the store.

Reporting to the Customer Engagement Manager.The Customer Engagement Expert works directly with the Customer Engagement Management team, Supervisory team and all department staff to contribute to strong team dynamic amongst Fresh department staff.

Job Responsibilities

Customer Service & Engagement

• Greet customers and engage with them in accordance with their interest, being attentive to their needs
• Communicate with customers with high level of professionalism and with a positive and friendly nature
• Address and answer questions about products, and the natural foods industry
• Share stories about our products, vendors and farmers with customers
• Manage and resolve customer complaints effectively and understand when a situation requires a manager’s intervention

Product Knowledge

• Develop ongoing knowledge of nutrition, health, wellness, lifestyle and diets broadly and actively share knowledge with customers
• Transfer product and industry knowledge and expertise with Clerks through training programs

Active Promotion of Products

• Oversee demo program in accordance with both vendor-driven and marketing initiatives
• Assist in facilitating how-to’s
• Support ongoing interactive and engaging programs to educate customers on the value of products and services from the store.
• Communicate sales and promotions, make sales referrals, cross-sell and introduce new products

Qualifications

• High School diploma required
• 3-5 years retail experience
• High attention to detail, perceptive and attentive
• Expertise with Natural Foods Industry and its products
• Exceptional customer service skills
• Strong interpersonal communication – both verbal and written
• High initiative & Trouble shooting and problem-solving mindset
• Elevated sales skills
• Passion for sharing information and stories of products, services, vendors and experiences
• High EQ – developed ability to relate with people sensitively, tactfully, diplomatically and professionally at all times
• Perceptive and attentive to the needs of others
• Friendly, positive attitude and high energy
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• High care for product integrity and proper product handling
• Strong organizational skills & Self-motivated
• Computer knowledge & Time management skills
• High personal ethics and integrity
• Ability to work well under pressure & Dependability

Essential Job Functions

• Stand and walk for extended periods of time.
• Bend and stoop to grasp objects and climb ladders. Bend and twist neck and waist, reach above and below shoulders and squat.
• Bend and lift loads, not to exceed 50 pounds.  Push and pull carts weighing up to 100 pounds.
• Environmental exposure to extreme temperatures (coolers, ovens, freezer, outdoors, etc.)