Position Purpose:
Assistant Store Managers, Day Operations (ASMs) are responsible for supervision of Front End Operations (e.g., Cashiers, Lot, Returns, Phone Sales, Special Services/Installs, Tool Rentals, Pro Sales and Office operations). Day Operations ASMs are responsible in conjunction with other ASMs for ensuring that their stores are "Grand Opening Day Ready" each day. They accomplish this goal through ensuring proper merchandising and optimizing the efficiency of all operational areas. Day Operations ASMs play a crucial role in driving safety standards and compliance throughout the store. In addition, they work with the Store Manager and other ASMs to improve overall store profitability, solve problems and train and develop Associates. In order to be successful, they must have strong planning, problem solving and leadership skills. They must also be capable of leading associates and working with the Store Manager and other ASMs to accomplish goals.
Position Responsibilities:
- Managing to ensure quality customer service is provided by services team associates to all internal and external customers
- Ensuring customer concerns are solved effectively and promptly
- Managing schedules to meet customer demands in service team areas
- Recruiting, interviewing applicants and making recommendations to the store manager about hiring for open positions
- Making recommendations to the store manager about terminations, promotions, demotions, new associates' rate of pay and associates' performance based pay increases
- Coaching, training and developing associates by providing both informal (e.g., on-floor coaching) and formal (e.g., written evaluation) job performance-based feedback
- Motivating associates to perform at a high level Taking appropriate actions to minimize turnover in all process areas
- Managing to ensure operational excellence in all Front End areas
- Managing business operations in line with Asset Protection Guidelines (APR)
- Managing to ensure efficient operations of cashier, service desk, lot and all remote cashier locations
- Managing to ensure proper placement of merchandise for resale in Front End areas
- Managing to ensure proper maintenance and organization of Front End area so that its appearance is inviting to customers
- Managing all service and credit programs to ensure that they are executed appropriately
- Managing to ensure Associate staffing schedule meets the demands of the truck schedule
- Managing to ensure that merchandise is received appropriately (i.e., only carton count on dock) and efficiently and safely delivered to the sales floor
- Ensure that the store is "Grand Opening Day Ready" each day (i.e., shelves are 100% in stock, receiving is clear of freight and trash, displays are correct, aisles are clean, neat and shoppable) by walking with the Fulfillment Team ASM in the mornings and the Process ASM in the evening for proper hand off
- Taking appropriate actions to minimize shrink
- Managing to ensure operational excellence in all Office areas
- Managing to ensure book keeping and vault Associates keep accurate records an reconcile business daily
- Ensuring the functioning and maintenance of all equipment in the store (e.g., sensory theft devices, printers, fax machines, copy machines, Kronos and all PCs)
- Ensuring SOP guidelines are followed for the Kronos System (i.e., records retention, mispunch procedures, vacation/sick/personal requests)
- Lead and utilize the Chalk Talk process to communicate store sales, event and promotional activity (Monthly Playbook) to all store associates with a particular focus on Process Team Associates
- Assess associates training needs as it relates to all aspects of sales and customer service (e.g., product, process knowledge and customer service skills) and implement plans for improvement
- Knowledge of all Home Depot programs and services including ability to communicate these programs and services to customers and associates (e.g., Credit, SF&I, ESPs, Pro Sales and Tool Rental)
- Knowledge of and ability to train sales and inventory reports (e.g., VOC & P & L) as they relate to Key Performance Indicators for assigned departments and store
- Developing and communicating store standards for Services to Associates
- Developing strategy with Store Manager and other ASMs in order to drive store sales and profitability
- Leading Associates, and working with peers and Store Manager to anticipate and solve problems and plan for upcoming events, seasonal changes etc.
- Making certain that all daily inspections are completed
- Following up on all safety audit, accident reporting and investigation issues
- Managing to ensure all Associates are properly trained and following procedures for shipping, storing, managing and disposing of hazardous materials
- Ensuring driver safety and DOT compliance
- Taking an active role in the execution of safety awareness programs
- Verifying deposits, markdowns, deliveries, time slips, refunds, etc.
- Following standard operating procedures to open and close the store when scheduled
- Responding to emergency situations appropriately
- Other related duties as assigned by the Store Manager
Experience/Knowledge Required:
- Must fulfill minimum time-in-position (1 year) and performance management code requirements (V2 - Valued Associate, Well Positioned)
- Minimum 2 years of management experience
- Excellent customer service skills
- Good communication skills
- Computer experience is a must
- Strong analytical and problem solving skills
- Strong problem solving skills
- Team player
- Strong work ethic, sense of responsibility and attention to detail and confidentiality
