About this Opportunity
cōchu chocolatier is growing and is looking for someone to join our “chocolate family” as a Customer Service & Packaging (CS&P) Supervisor. The successful candidate will be expected to learn our processes in Customer Service & Packaging and demonstrate hands-on proficiency as they progress in the role. The CS&P Supervisor is a skilled multi-tasker who is committed to providing exceptional customer service to customers and partners. The CS&P Supervisor is an excellent communicator who works closely with staff to facilitate smooth operations in our retail store and back of house, support staff development, resolve conflicts, and support the continuous improvement of CS&P processes. They can identify potential issues, trouble-shoot for solutions and help implementing practices and processes. The CS&P Supervisor is a pivotal role in ensuring the cōchu storefront runs smoothly and customers experience exceptional service each time they visit.
The CS&P Supervisor will help manage the team in setting up and stocking our retail storefront, inviting shoppers to engage with our products in a positive and professional way, and converting these engagements into sales transactions. Our ideal CS&P Supervisor manifests our cōchu values of integrity, quality and joy. They are inviting, playful and professional in their interactions with the public as an ambassador of our brand. The CS&P Supervisor will be expected to learn different processes to work with and support all areas of operations.
This on-site, full-time position will align with store opening hours with shifts between Tuesday-Sunday. As the team size grows, these hours and days may shift.
Key Responsibilities include, but are not limited to:
Customer Service & Order Fulfilment
- Manage food & beverage services in the retail store, ensuring proper food handling procedures and quality control of coffee and beverages.
- Provide high quality customer service in retail, by phone and over email: welcome and help customers, answer questions, recommend products, make hot drinks, fill bonbon boxes, process purchases, and clear tables when needed.
- Ensure the FOH reflects the desired target brand & feel of cōchu and ensure customer experiences meet our goals. Identify strategies to retain and attract customers.
- Ensure a high level of customer service from all FOH team members. Handle customer complaints and manage difficult customers with the goal of achieving a positive resolution.
- Ensure stock is merchandised appropriately, rotated according to FIFO guidelines, and perform quality control checks periodically.
- Manage daily opening and closing. Includes cash in/out, cleaning, and restocking.
- Hands-on packaging and packaging prep of our products, ensuring all items meet our quality standards.
- As skills progress, be responsible to work with the Production Supervisor to review production schedule and customer requests.
Staff Supervision
- Day-to-day supervision of CS&P staff, including preparing daily and weekly task list and ensuring tasks are completed accurately, efficiently, and to the required quality standards within expected timelines. After demonstrating advanced competency in each task, the CS&P Supervisor may also be responsible for initial training and ongoing coaching to ensure compliance and consistency.
- Handle day-to-day staff issues and concerns, bringing in senior staff when appropriate.
- Schedule management of the CS&P team. Assist with Production team scheduling, as needed.
- Provide suggestions on how to streamline processes to optimize efficiency and workflow.
- Assist in recruitment and hiring staff.
Inventory, Order Management, Shipping & Receiving
- Oversee quality control on all packaged products (clean, consistent, efficient, properly dated and rotated) and ensure the inventory and product logs are accurately updated.
- Support supply chain processes: assist in monitoring and managing inventory levels, planning orders, handle shipping & receiving, and completing related paperwork.
- Ensure all outgoing orders are packed, addressed, and tracked accurately, efficiently and on time, with hands-on support where needed.
- Receive goods and ensure items are distributed and stored properly.
- Lead management of product orders from direct customers and wholesale partners (from answering queries through to preparing quotes, order placement, coordinating delivery, invoicing, collections).
- Complete records accurately and consistently, including but not limited to production records, inventory counts, facility maintenance schedules, etc.
- Ensure staff have in-house produced supplies (ie. forms, labels, checklists), as required.
Food Safety
- Ensure all food safety procedures and protocols are maintained, following strict adherence to the industry standard of cleaning. Ensure spaces are continuously clean and organized. This will include performing standard tasks such as washing dishes, trays, counters, equipment, floors and removing waste.
- Participate in executing the Food Safety Program currently in progress by providing input and feedback, and ensuring staff are compliant.
Systems and Process Improvement Project
- Support the supervision of data management work within the CS&P team and be the liaison between the Special Projects Team and the CS&P team.
- Provide support in mapping out current systems and processes for CS&P to determine where immediate and future changes can be made.
- Provide suggestions and ideas on how to streamline different areas of CS&P systems to optimize efficiency and workflow, as well as learn how to use new technology tools and how to ingrate them into daily operations. This includes but is not limited to systems improvement in areas such as Human Resources, Inventory Management, Shipping & Receiving, Customer Service, and Procurement.
- Implement changes with the CS&P team, support integration with Production team, and provide feedback and training to further innovate and improve.
- Participate in other data-related projects as they arise.
Skills & Qualifications
- Minimum 2 or more years in retail or customer service position with demonstrated increase in responsibilities.
- At least 1 year of leadership experience in the food industry, including hiring, training, scheduling, performance management, and supervising a team of 2 or more staff. Proven ability to recognize team members' strengths, delegate tasks effectively, and support staff development.
- Minimum 1 year of hands-on experience in food handling and adherence to food safety standards.
- Excellent written and verbal communication skills, including the ability to convey important information clearly across internal teams, and craft clear, professional, and grammatically sound emails to customers. Must be adept at adjusting tone and language for diverse audiences, maintaining professionalism and empathy in all correspondence.
- High attention to detail and quality, ensuring accuracy in reports, product presentation, and cleanliness.
- Excellent organizational and time management skills, with the ability to manage multiple priorities and staff, and maintain professionalism under pressure.
- Proficient working with spreadsheets (e.g., Microsoft Excel, Google Sheets), including high accuracy in data entry and data organization, understand basic formulas, possess the ability to understand large data sets, etc.
- Strong commitment to continuous improvement, with a proactive approach to optimizing processes and workflows across retail, packaging, and operations.
- A desire to take on new opportunities and challenges, growing personal skills while supporting the development of others.
- Strong decision-making skills and discretion in handling confidential information.
- Collaborative team player with excellent interpersonal skills and a positive, hands-on attitude.
- Self-motivated and capable of working independently, with physical stamina for hands-on tasks and standing for extended periods.
- Skilled in handling delicate items with care while maintaining efficiency.
- Familiarity with new technologies and AI tools is an asset.
- Canadian Citizen, Permanent Resident, or valid Canadian Work Permit valid for 1 year or more.
About cochu chocolatier inc.
Driven by joy, passion, and the love of great chocolate, cōchu handcrafts award-winning fresh chocolates and confections in Calgary, Alberta. We value exploration, learning and growth and aim to provide suitable opportunities to each our team members. Our diverse team spans a wide variety of skills and jobs, all which are crucial to our success. Our hope is to provide rewarding careers where individuals feel valued and can see their contribution to the team’s success.
Job Type: Full-time
Pay: $34,840.00-$40,000.00 per year
Benefits:
- Casual dress
- Discounted or free food
- Store discount
Experience:
- Customer Service: 2 years (required)
- Management: 1 year (required)
- Food Handling: 1 year (required)
Work Location: In person
