Job Details

Retail Supervisor

Employment Type: Full-Time

Hiring Range: $20–$23 per hour

Hours: Full-time (40 hours/week), Saturday shift required

Location: San Luis Obispo, CA; On-site (No remote or hybrid option)

About Us

We're more than an e-commerce retailer - we're a destination for athletes, adventurers, and sports enthusiasts. Sports Warehouse offers a carefully curated selection of gear and equipment across tennis, pickleball, padel, running, bass fishing, equestrian sports, ice and roller hockey, inline skating, roller derby, and skateboarding. Our goal is simple: help every customer find the right products with expert guidance, exceptional service, and a shopping experience that keeps them coming back.

Purpose of Position:

• Ensure that daily retail operations are smoothly executed and that customers receive the highest caliber of service.
• Build a foundation for lasting relationships with new customers and foster ongoing relationships with existing customers in the retail store and at associated events.
• Provide training and guidance and share advanced knowledge and skills with peers and answer questions as they arise.

Duties and Responsibilities:

• Set a strong example of work ethic and accountability for the team.
• Oversee workflow to ensure daily duties are completed accurately and on time.
• Guide employees in daily operations, address special circumstances, and maintain high work standards.
• Maintain flexibility, approachability, and availability to ensure open communication with employees.
• Ensure employees understand and follow company policies and procedures.
• Confidently identify areas for improvement and develop or refine operational procedures.
• Make informed decisions regarding daily operations as needed.
• Deliver clear, impactful training that builds skills and confidence in employees.
• Offer feedback to management on employee performance and assist with performance reviews as needed.
• Maintain confidentiality and respect employee privacy in all situations.
• Work with HR to address employee issues when a manager is unavailable.
• Work positively with employees from all departments to align with company goals and deliver great customer service.
• Ensure staff uphold professional behavior and adhere to Sports Warehouse standards of conduct.
• Participate in supervisor and staff meetings as scheduled.
• Continuously develop supervisory and leadership skills through learning and self-improvement.

Retail Customer Service:

• Welcome customers as they enter the store and offer assistance with finding products.
• Provide thorough assistance to all customers in a friendly, professional, helpful and knowledgeable manner.
• Display a comprehensive and current understanding of company policies, procedures, products and services.
• Process customer purchases accurately, using the register or POS system.
• Maintain store inventory and appearance, engaging in replenishing merchandise, tidying up and cleaning, either proactively or by assignment.
• Be flexible during busy times by helping fellow team members and multi-tasking.
• Maintain a safe and clean work/shopping environment.
• Continuously learn and develop skills, procedures and information relevant to the position.
• Understand resources available to locate answers to product questions.
• Address customer complaints or concerns, resolving issues in a professional and timely manner
• Communicate with other departments when necessary, regarding any customer matters.
• Escalate complex issues to higher management when necessary.
• Additional responsibilities may include participating in training clinics, events and providing product feedback for use on the website.

Employee Training and Development:

• Field questions and provide assistance to Retail Staff as necessary.
• Administer skill and process training to Retail Staff as assigned by management.
• Utilize provided training documents, tools, procedures, and programs, while also identifying any need for additional training materials or topics.

Requirements:

• Previous retail and/or leadership experience desired.
• Ability to understand and calmly address customer needs, concerns, and complaints effectively.
• Ability to learn and use new technology quickly
• In-depth understanding of the products or services the company offers to effectively assist customers.
• Ability to learn about new products, services, or updates as needed.
• Ability to provide feedback in a clear, concise and unbiased manner.
• Demonstrate a firm understanding of company policies and procedures.
• Ability to maintain a solution-oriented mindset and motivate others.
• Demonstrate accountability and follow through.
• Proficient in Microsoft Office Suite.
• Demonstrate ability to learn new software applications.
• Communicate clearly and professionally during conversations.
• Demonstrate active listening skills.
• Approach problem-solving with creativity and innovation.
• Exhibit a professional demeanor in all interactions.
• Interpret and execute written and verbal instructions accurately.
• Follow directions well and gain clarification as needed.
• Adapt to new circumstances and execute multiple tasks and deadlines.
• Excellent organizational skills.
• Maintain focus and attention to detail effectively.
• Work independently and remain motivated.
• Recognize when to seek assistance and collaborate effectively.
• Foster a positive attitude and strong work ethic, contributing actively within a team.
• Maintain a standard of conduct that will maintain an orderly and productive workplace.
• Uphold standards of safety and cleanliness in the work environment.
• Practice good judgement in actions and decision making.
• Abide by all Sports Warehouse policies and procedures.
• Demonstrate a sense of pride in your work and represent Sports Warehouse in a favorable manner.
• Other duties deemed necessary to support daily operations of Sports Warehouse.

Supervisory Responsibility:

This position has direct supervisory responsibility of the retail department.

Work Environment:

This role functions within a typical retail environment that requires frequent face-to-face interactions with customers and staff. This requires routinely utilizing tablets, computers, cash registers/credit card machines and phones for day-to-day tasks. The use of racquet stringing machines and related tools/supplies may also be required to support the needs of the business.

Physical Demands:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation.

• Ability to communicate effectively with customers, employees, and external contacts in person, by phone, video, and electronic communication methods to exchange information.
• Primarily stand for extended periods in addition to moving throughout the building to perform essential job duties. This position may require remaining in a stationary standing position for extended periods of time for racquet stringing duties as needed.
• Regularly use hands, wrists, fingers, and arms to operate computers, tablets, phones and other technology or equipment necessary to complete assigned duties accurately and efficiently.
• Ability to conduct repetitive motion activities such as racquet stringing or racquet service-related tasks as assigned.
• The ability to observe details at close range (within a few feet of the observer).
• Regularly lift and/or move objects that weigh less than ten pounds, occasionally lift and/or move items up to 25 pounds, with heavier lifting infrequent and assisted when appropriate.
• Occasionally required to stoop, bend, twist, reach, kneel, crouch or climb.
• Work in a retail environment that may include moderate noise levels and proximity to others.
• Ability to work a scheduled shift and maintain regular attendance in accordance with company policies.
• Ability to adapt to changing job duties and business needs.

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.