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Retail Associate
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Retail Associate
Company Information
Substance is a community agency that provides safe access to cannabis in a judgement-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 judgement 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.
Retail Associate Job Duties and Responsibilities
This job contributes to Substance’s success by providing legendary customer service to all customers. This job creates the Substance experience for our customers by providing customers with prompt service, quality products, and maintaining a clean and comfortable store environment. The Retail Associate models and acts in accordance with Substance’s values. The Retail Associate is supervised by the Shift Supervisors and reports to the Retail Store Manager.
Summary of Key Responsibilities
Responsibilities and essential job functions include but are not limited to the following:
Customer Relationship
Acts with integrity, honesty and knowledge that promote the culture, values and mission of Substance.
Provide professional and exemplary customer service and sales representation.
Maintains a calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team
Anticipates customer and store needs by constantly evaluating the environment and customers for cues.
Communicates information to the manager so that the team can respond as necessary to create the Substance culture and environment during each shift.
Learning & Leading
Recognizes and reinforces individual and team accomplishments by using existing organizational methods.
Support company sales efforts with attention to knowledge acquisition and skill building
Stay abreast of industry trends, and follow Company policies & procedures, especially since they may change readily.
Assists with new employee training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.
Contributes to a positive team environment by recognizing alarms or changes in employee morale and performance and communicating them to the store manager.
Processes & Technology
Participate in sales floor activities and recognize and report any misconduct or breach in security.
Clean and sanitize workspaces, operations & sales areas, bathroom & kitchen.
Apply barcode and compliance labels to packages.
Repackage items for organization and storage.
Verify product and packaging accuracy.
Follow merchandising protocols.
Use internal systems to communicate about customer, stock and facility issues
Understand, update and interact with paper & electronic tracking sheets.
Monitor and engage with various software systems - documents & spreadsheets, point of sale, activity tracking, learning & performance management.
Participates in periodic store-wide inventory reconciliation.
Maintain a clean and organized workspace so that coworkers can locate resources and products as needed.
Financial Stewardship
Follows Substance's operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all coworkers during each shift.
Verify IDs and adhere to all sales regulations set forth by the OLCC.
Maintain an accurate POS system and handle inventory with attention and care.
Handle money with diligence and accuracy.
Maintains regular and punctual attendance with or without reasonable accommodation
Has reliable transportation
Required Knowledge, Skill and Abilities
Cannabis knowledge and passion to learn more
Ability to maintain composure in stressful situations
Strong ethics and integrity
Ability to perform repetitive tasks
Strong attention to detail
Impeccable customer service skills
Ability to comprehend evolving both medical and recreational state laws
Ability to deal with ambiguity
Strong POS skills
Ability to multitask
Ability to set goals and achieve them
Strong ability to prioritize.
Excellent organizational skills, written and oral
Core Competencies
Leads courageously - Takes managed risk to drive the business forward. Adheres to Substance values, beliefs & principles, during good times and bad.
Achieves results - Exceeds the expectations of internal and external stakeholders.
Puts the customer first - Delivers legendary service that meets and exceeds all customers' expectations.
Develops continuously - Commits to learning skills, acquiring knowledge, and sharing experiences.
Works well with others - Builds effective relationships with all people, inside and outside of Substance.
Special Demands
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, colour, 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.