Retail Experience Specialist

Description

Job Summary

The Retail Experience Specialist delivers outstanding service to Girl Scout volunteers and families through in-person, phone, and email support. They manage daily operations of the Girl Scouts of Texas Oklahoma Plains (GSTOP) retail shops in Fort Worth and Southlake, including sales, inventory monitoring, and coordinating merchandise orders. The role also involves setting up and staffing pop-up shops at events to meet customer needs.

Daily use of Salesforce is required to support members and maintain accurate records. The RES must thrive in a fast-paced, detail-oriented environment, with a strong focus on customer satisfaction. A commitment to diversity, equity, inclusion, and respectful communication is essential.

The Retail Experience Specialist in collaboration with the Product Program and Retail Lead will exercise discretion and judgment with respect to matters of significance. 

Requirements

Essential Duties and Responsibilities

Customer Service and Member Engagement

1. Delivers exceptional, respectful, and professional service to internal and external customers across all channels (in-person, phone, email).
2. Maintains a welcoming, customer-focused environment in all public areas of council facilities.
3. Utilizes Salesforce to research customer profiles and provides personalized service and support.
4. Educates customers on the Girl Scout Program Portfolio, including the appropriate use of uniforms, insignia, and related merchandise.
5. Assists customers in navigating online systems and field general questions related to programs and events.
6. Promotes and supports GSTOP initiatives, membership activities, public relations, and fundraising efforts.

Retail Operations

1. Accurately implements daily operations of the Fort Worth and Southlake council shops, including opening and closing responsibilities and pop-up shop support.
2. Ensures accurate and timely processing of sales transactions, daily cash receipt reports, and bank deposits.
3. Monitors inventory levels; assists with restocking, proposes reorders, and supports seasonal and annual inventory counts.
4. Keeps sales areas clean, organized, and visually appealing; supports merchandising and product display standards.
5. Assists with receiving, processing, storing, and displaying merchandise in the store and stockroom.
6. Identifies sales trends and collaborates with the Product Program and Retail Lead to develop promotional strategies tailored to customer needs.

Administrative Support

1. Maintains accurate records of customer interactions, transactions, and inventory adjustments.
2. Responds to inquiries by phone, email, and walk-in traffic, providing problem-solving and solution-oriented support.
3. Provides administrative support to other departments as needed, including copying, assembling materials, filing, data entry, equipment check-out, and front desk coverage.
4. Monitors office supply levels and assist with business machine maintenance.
5. Stays informed on organizational policies, as well as relevant federal, state, and local regulations applicable in Texas and Oklahoma.
6. Perform other duties as assigned to support organizational goals.

CORE COMPETENCIES

1. Interpersonal Relations                                     9.   Conflict Management
2. Customer Service Responsiveness                 10.  Adaptability
3. Oral/Written Communication Skills                11.  Team Building
4. Personal Integrity/Professional Conduct       12.  Information Management 
5. Decision Making and Judgement                    13.  Organization Knowledge
6. Business Acumen                                              14.  Self-Management
7. Fostering Diversity                                             15.  Achieve Results
8. Problem Solving                                                 16.  Time Management

JOB QUALIFICATIONS - - Knowledge, skills, and abilities

1. Minimum 2 years of experience working in retail or equivalent experience preferred.
2. Bilingual in Spanish, preferred but not required.
3. Excellent verbal and written communication skills.
4. Commitment to the mission and purpose of Girl Scouting.
5. Membership in Girl Scout organization.
6. Must be willing to work with all people without regard to race, religion, ethnic origin, socio-economic status, sexual orientation, age, or disability.
7. Experience in Salesforce is a plus.
8. Proven ability to work with staff, volunteers, third party vendors and other businesses.
9. Proven ability to effectively manage multiple priorities, meet deadlines and produce results.
10. Proficiency in Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint.
11. Verbal fluency, good grammar, and professional appearance.
12. Ability to utilize with fluency the internet and other technical computer skills in GSTOP systems.
13. Ability to maintain confidentiality.
14. Proven ability to sort and process mail and to generate labels for envelopes, first class, priority, express, FedEx, UPS, and certified mail.
15. Perform other duties as assigned by the Product Program and Retail Lead.
16. Must complete and pass a criminal background check, motor vehicle records check, and drug screening.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee should be able to lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate. 

CERTIFICATIONS/LICENSES

 None required.