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Shift Supervisor 1 - Retail
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Company Information
Substance is a community agency that provides safe access to cannabis in a judgment-free environment. We strive to interact compassionately with everyone. We want our staff and guests to be recognized as important, and to leave our facility inspired to be positive ambassadors for cannabis.
Substance Values
Create a safe, welcoming, and judgment-free environment.
Be a courageous agent of change, and make a meaningful impact.
Connect with dignity and respect for all.
Show up and be our best selves, accountable for results.
Performance through action, and a shared sense of community.
Job Summary
The Shift Supervisor 1 (SS1) contributes to Substance’s success by supporting the store manager in executing store operations during scheduled shifts. The SS1 assists with mentoring, coaching, and deploying associates to maintain service excellence. This role is responsible for modeling and acting in accordance with Substance’s values, with an emphasis on operational efficiency, customer service, and team development.
Key Responsibilities
1.Customer Relationship
Act with integrity, honesty, and knowledge to promote the culture, values, and mission of Substance.
Deliver exceptional customer service, maintaining a customer-first attitude and fostering positive connections with all customers.
Maintain composure during high-volume periods or unusual events, setting a positive example for the shift team.
Anticipate customer and store needs by evaluating the environment and providing proactive solutions.
Communicate store needs and operational insights to the store manager, ensuring the team is responsive and aligned with Substance’s culture.
Mediate minor conflicts among customers or team members, ensuring a calm and professional environment.
Support team members in delivering exceptional service by reinforcing customer-first principles during the shift.
2. Learning & Leading
Serve as a supportive coach and mentor for Retail Associates (RAs), providing clear and constructive feedback to ensure operational excellence.
Assist in crew training by positively reinforcing successful performance and providing coaching to improve skills as needed.
Offer feedback to store managers on crew performance during shifts, ensuring alignment with operational standards.
Identify opportunities for improvement in team performance and work collaboratively to implement actionable solutions.
Encourage team members to develop a strong understanding of retail systems, compliance standards, and operational procedures.
Support ongoing development by guiding associates through everyday challenges and ensuring the team maintains high standards of service.
3. Processes & Technology
Execute and oversee daily store operations, ensuring all tasks are completed according to company standards and contribute to a seamless customer experience.
Operate POS systems with accuracy, ensuring smooth and efficient transactions.
Participate in inventory controls, stocking, and organization, providing guidance to other team members when necessary.
Ensure real-time accuracy of sales, cash handling, and inventory records using POS and other technology systems.
Maintain store cleanliness, organization, and merchandising standards to create a functional and visually appealing sales floor.
Follow standard operating procedures (SOPs) and ensure these are applied consistently to maintain operational efficiency.
Assist in troubleshooting minor technical issues with front-of-house equipment, such as POS systems, ensuring minimal disruption to store operations.
4. Financial Stewardship
Follow Substance’s policies and procedures for cash handling and security, ensuring the safety of all team members during shifts.
Perform cash register duties, including till reconciliation and tip pool management, in accordance with company procedures.
Monitor store inventory and proactively address stock levels, ensuring high-demand products are available for customers.
Encourage team adherence to inventory and cash management protocols, contributing to overall financial integrity during shifts.
Ensure that operational tasks are completed efficiently, allowing the store to meet its financial goals while maintaining compliance with regulations.
Support inventory control efforts by monitoring for shrinkage and communicating stock needs to the appropriate team members.
5. Innovation
Offer suggestions to improve store processes, customer service strategies, and team workflows, focusing on enhancing efficiency and customer satisfaction.
Use customer feedback and sales data to identify opportunities for operational improvements and assist the team in adopting new strategies.
Collaborate with the store manager to implement new tools, technologies, or procedures that improve customer interactions and team productivity.
Support the team in executing promotions, product rollouts, and new operational strategies, ensuring smooth implementation during shifts.
Encourage creative thinking by helping team members contribute ideas for better customer engagement and service improvement.
Actively engage with the team to identify and address areas where store operations can be streamlined or enhanced.
Core Competencies:
Leads Courageously: Embraces challenges and drives the business forward while adhering to Substance values.
Achieves Results: Consistently exceeds expectations of internal and external stakeholders.
Puts the Customer First: Delivers legendary service that exceeds customer expectations.
Develops Continuously: Commits to learning new skills, acquiring knowledge, and sharing experiences.
Works Well with Others: Builds effective relationships across all levels of the organization.
Required Knowledge, Skills, and Abilities
Minimum 2 years of cannabis inventory experience, including prior supervisory experience.
Strong mentorship and leadership abilities, with a focus on coaching and team development.
Advanced problem-solving and analytical skills.
High attention to detail with the ability to manage tracking systems.
Proficiency with POS, signage, spreadsheet and project management software.
Fastidious attention to detail and ability to follow instructions precisely.
Work independently and with a sense of urgency, while also collaborating with cross-functional teams.
Manage priorities effectively and multitask in a fast-paced environment.
Strong written and verbal communication skills. Exceptional emotional insight.
Maintain composure and focus on de-escalating challenging situations.
Special Demands:Ability to lift heavy objects. Transport, carry and handle inventory materials delicately.
Prolonged periods of standing, sitting, and navigating stairs. Capable of movement throughout any location.
Performance of repetitive tasks.
Travel between locations for shifts, shift coverage, business support and training.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
This job description may be changed to include new responsibilities and tasks or change existing ones as management deems necessary.
Substance aims to be an equal opportunity employer and is committed to promoting equal opportunities regardless of religious belief, age, color, race, creed, marital status, gender, sexual orientation, political affiliation, ethnic origin, family status or any disability you may have (subject to the exceptions contained in the Human rights Act 1993). This commitment applies to all areas of the work environment, all employment activities, resource allocation and all employment terms and conditions. Selection criteria and procedures aim to ensure that employees are selected, promoted, and treated on the basis of their relevant merits and abilities.