1. Operation Sales Associate Purpose Provide a complete shopping experience for our customers, involving product knowledge and excellent service. Key Accountabilities Broad Responsibilities  Your primary responsibility is Customer Service: always follow the 5 rules of 1st Class Service  Work to make customers, not just sales, and learn to sell by satisfying customer needs  Greet customers promptly and courteously as they enter the store  Direct customers throughout the store or to the specific area the customer requests  Whenever possible find out the specific needs of each person that enters the store  Give accurate and current information and if the correct information is not at hand, do everything possible to provide an answer before the customer leaves the store  Maintain the feedback loop by turning in customer comment cards  Understand the Dufry Retail Philosophy and the spirit of the returns policy  Maintain a positive and cheerful attitude and cooperate with and support other team members Merchandising and Maintenance  Check stock daily to ensure that all products are adequately stocked and available for customers  Ensure that all merchandise is displayed nicely and orderly and featured merchandise prominently displayed in each section  Help the Shop Manager by suggesting alternative locations for products  Maintain store image by adhering to the dress guidelines as outlined in the Retail Employee's Handbook  Maintain a clean and well-organized back-stock as well as employee break area Operations  Operate the cash register and be consistently accurate in money handling  Know the procedures for processing paperwork between the store and other departments  Practice security measures that help prevent theft; understand the procedures for handling shoplifters and practice safety consciousness at all times Mentoring, Training and Employee Development  Set and achieve goals during each review period  Take advantage of the training opportunities that are offered Category Everyone Position in Organization Potential Progression to Shop Supervisor Jan 2011 Std DUFRY Organization and Human Resources Department Key Relationships Shop Manager Shop Supervisor Warehouse Team Other Sales Associates Area Retail Manager Assortment Manager Location TBC Measures Customers People Operations Finance Targets as per Corporate Performance Appraisal and MBO Policies. Specific Requirements Able to safely lift boxes Comfortable with climbing ladders Standing for extended period of time Available to work store schedule Good command of English and additional languages as applicable for operation Additional or Local Requirements to Standard Role As requested by the Shop Supervisor / Shop Manager Employee Conduct It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co- workers, customers and vendors. Scope Retail Operations Experience Required Essential: 2 years of shop work experience Desirable: Shop Supervisor Sales Associates Beauty Advisors Shop Manager