Key Holder - Retail Sales Assistant - Part-Time

Title:                                Sales Assistant (Key Holder) – part time

Reporting to:                  Store Manager 

Direct reports:                None

Key relationships:          Internal: Owner, store managers/assistant managers, office administrators, 

External: ARLNZ, suppliers

Company mission statement

Toyworld is committed to bringing families together, by providing the best range of competitively priced, fun, educational toys, games and gift solutions available. We offer a unique destination shopping experience for adults and children through up-to-date product knowledge along with the highest standard of customer service.

Operating environment 

Toyworld is a co-operative with 29 stores in New Zealand and is part of ARLNZ.  Each store is independently owned but follows the national marketing programme that is supplemented by further local marketing activities.  Mainland Toys Ltd owns and operates multiple Toyworld retails stores in the South Island (3 in Christchurch and 1 in Nelson). 

Mainland Toys aims to standardise all operating procedures, marketing and processes across it stores whilst building one-to-one relationships with local customers.  The Mainland Toys head office is located in Christchurch and centralises all pricing, most purchasing and printing of tickets.  Support is provided from the head office and the other Toyworld stores as well as access to fully documented processes and procedures.   

Toyworld operates in a fast-paced environment and business that changes significantly within a week and is seasonal.  The role of key holder needs to be able to multi-task and operate in a dynamic manner whist having fun. 

Purpose of position

This role forms a key part of the store operations and customer experience.  The role is responsible for supporting the store manager/assistant manager in the full operation of the store whilst operating in a proactive manner.   When the store manager and assistant manager are not present the key holder is responsible for the in-store operations.  The role is expected to be able to undertake the following tasks following a training period:

• Serving customers and dealing with non-standard customer issues 
• On-line orders and click/collect orders are processed within target timelines
• Receiving, checking and receipting of goods 
• Dealing with damaged/faulty stock and following up with the supplier 
• Merchandising and ticketing of product 
• Directing staff when the manager/assistant are not present 
• Building ride-on vehicles 
• Growing the Toyworld customer database 
• Digital posts are made in conjunction with the marketing programme.  On-line enquires are dealt with promptly 
• Providing feedback to Toyworld management of opportunities and/or issues

 

 

AccountabilitiesExpected end results / Indicators of Success

Serving customers and dealing with non-standard issues.  Providing a gift wrap service.  Customer pre-orders are managed

 

Customers have an excellent experience. 

Issues are dealt with professionally following agreed processes but using management discretion where appropriate 

Customer pre-orders are managed and followed up with a text/email/phone as appropriate  

On-line order and click/collect orders are processed within target timelinesOn-line orders are processed within 30 minutes of an order of order receipt.  On-line fulfilment orders are packed and shipped same working day for orders before 3pm

Receiving, checking and receipting of goods 

 

 

Product is receipted within a day of arrival (unless at very busy times).  Stock is checked with the invoice and prepared for placement in the store

Merchandising and ticketing of product 

 

Product placement is maximised in the store.   Stock is kept tidy on shelves and optimised for sales/clearance product and high moving items.

Ticketing of product and ensuring tickets remain in good order.  Arranging replacements when needed

Directing staff when required 

 

Directing staff if the manager/assistant manager are not present to ensure staff are all productive

Building ride-on vehicles 

 

Building and repairing ride-on vehicles for customer orders and/or display models.   

Growing the Toyworld customer database 

 

Actively supporting the monthly draw to get customers to sign up to the Toyworld club

Website posts are made when requested.  On-line enquires are dealt with promptly 

 

Posts are made when requested and in conjunction with the marketing programme. 

On-line comments/questions are responded to the same day

Undertake tasks of a key holder Opening/closing the store in a timely manner.   Completing the end of day reconciliation.  Liaising with the weekly cash collection company Excellent communication to Toyworld management of opportunities and/or issuesActively identifying issues/opportunities to improve. Promptly escalating data issues

Additional tasks

 

Additional tasks are undertaken as directed by management e.g. lead on merchandising or front of house,  etc

Qualifications and Experience

At least 3 years work as a sales assistant in an equivalent retail environment 

At least 1-2 years experience as a key holder is ideal but not essential 

Experience with producing on-line posts for business purposes is highly desirable

Basic Excel spreadsheet skills are highly desirable 

Experience with the Infinity operating system is desirable but not essential

Key Competencies and Attributes

Excellent customer and team relationships 

Good written and verbal communication skills

High levels of attention to detail

Computer literate

Fast learner 

Work pattern

The role is part-time as per the roster however is required to one week-end day each week.  The role is waged and is expected to work on public holidays other than when the store is closed (i.e. Christmas Day, New Years Day, Good Friday, Easter Sunday, Anzac Day am).

Due to the seasonal nature of toys, annual leave is not permitted from mid-November to after Boxing Day specials unless by exception with the owner’s approval.   Additional hours may be required to work with some late-night store hours.