Our products are designed and inspired by the rich New England heritage of our company. we offer our most sold and famous products all year around and introduce new seasonal products every 3 months.
The Timberland Store on Regent’s Street is one of our most visited stores in London, where our team of 8 people is always aiming to exceed the customer service expectations of our clients. We offer over 150 different products at a time, which are available to customer both in-store and online every day of the week.
Name: Gregorio Gambato
Student ID: S00801127
Date: 16th March 2017
Module Code: MGT5A3
Teacher: Ariane Agostini
Job Description
Position Details
Job title
Assistant Store Manager at Timberland – Regent’s Street
Grade
/
Department
London Timberland Stores
Line Manager Job Title
Regional Manager of London Timberland
Job Purpose
We are looking for a responsible and outgoing Assistant Manager for our Timberland store on Regent’s Street. Working alongside the Store Manager, you will manage the store and the team, provide efficient customer service and be responsible for the Inventory and Monthly Reports. You are expected to be flexible and quick on your feet, and you would also be spending time on the shop floor among the customers.
This is a job for natural planners with strong leadership skills. You will undergo extensive training to equip yourself with the tools required to succeed and the opportunity to have your own store can arise after only 2 years.
Main Responsibilities:
to contribute to team effort by accomplishing related results as needed
to assist Store Manager with operations training and store management
to resolve customer issues for resolutions
to direct the Sales Associates
to perform all opening / closing management responsibilities and to cash up
to maintain inventory by checking merchandise to determine inventory levels; anticipating customer demand. (inc. Shipping & Receiving, transfers, alterations & repairs, known thefts, miss-mates, damages)
to maintain organization and effectiveness of stockroom in compliance with Timberland’s standards
to help customers by providing information; answering questions, obtaining merchandise requested; completing payment transactions; preparing merchandise for delivery.
to maintain quality service by establishing and enforcing organization standards
to be responsible for own health and safety and the well-being of others with whom they come into contact within the store
to ensure compliances to all Core Policies and Procedures
Person Specification
Position Details
Job title
Assistant Store Manager in Timberland
Grade
/
Department
London Timberland Store
Line Manager Job Title
Regional Manager of Timberland London
Person requirements
PERSON REQUIREMENTS
ASSESSMENT CRITERIA
Essential / Desirable
Application
Interview
Test or Presentation
Qualification and Training
GCSC / A-levels / BTEC / IB
E
X
Fluent and great written skills in English
E
X
Knowledge of other Languages
D
X
Experience
3 years – experience in this business sector
D
X
Experience in customer service
D
X
X
Experience in recruiting and performance evaluation
D
X
Knowledge, skills and competencies
Ability to lead and motivate a team of 8 people
E
X
To be a team player
E
X
To be able to resolve problems practically
E
X
To have excellent communication, 'people' skills and exceeding customer service skills
E
X
To have highly developed interpersonal skills and organizational skills
E
X
Ability to work under pressure and handle challenging situations
E
X
Ability to manage stock, monthly inventory counts, stock orders and monthly payroll
E
X
To be familiar with financial and customer service principles and practices
E
X
Ability to understand and analyse sales figures
E
X
Knowledge of data analysis procedures
E
X
Ability to handle the operating system and MS Office
D
X
Interview Questions and Hiring Criteria
Imagine there are too many customers on a particular day and employees are barely managing to attend to all of them. Given.that customer service standards are beginning to slip, how would you handle this?
ANALYTICAL SKILLS
UNSATISFACTORY
SATISFACTORY
SUPERIOR
the candidate would carry on with the usual speed and would not mind if customers would be leaving as they would probably come back later.
the candidate will take on clients too and ask the team to pay extra attention to customer service at that time, as well as apologize to customers which have been waiting.
the candidate would try to call in extra employees to help out and be on the floor of the shop himself to help out wherever needed. we will make sure the team is relaxed and pays extra attention to each and every client.
Can you describe a situation when you have exceeded the customer service expectations? If not, what do you think defines excellent customer service?
CUSTOMER SERVICE SKILLS
UNSATISFACTORY
SATISFACTORY
SUPERIOR
the candidate believes that every sale done counts as good customer service and as long as he simply follows the steps everything is perfect.
the candidate would give every customer extra attention and assist them until they leave OR the candidate describes excellent customer service as individual special attention given and a customer leaving with a smile.
the candidate would give every customer extra attention and find out what they are looking for. they would include small-talk and be enthusiastic OR the candidate describes excellent customer service when trying to resolve the customer problem or question as efficiently as possible and the customer leaving with a smile.
In your opinion, what is a good way to motivate your team to perform good and exceed the customer service expectations?
MOTIVATION
UNSATISFACTORY
SATISFACTORY
SUPERIOR
the candidate would explain all the duties as described in the handbook and define good customer service as high sales.
the candidate would make sure all the duties in the handbook are being carried out, and will follow them himself. the candidate will also
the candidate will explain how their contributions help solve problems and contribute to the company’s advancement and would show respect and admiration for the work of the team. Furthermore the candidate will act as a role-model.
What would you do if an employee was underperforming?
SOLVING PROBLEMS WITHIN THE TEAM
UNSATISFACTORY
SATISFACTORY
SUPERIOR
the candidate would not mind as long as sales have been done by the employee OR the candidate would fire him immediately.
the candidate would speak to the employee and explain all the job duties and what is expected of him.
the candidate would speak to the employee and try to understand whether the employee is having any problems, he will also explain all the job duties and that, if there is no improvement within a given time period, the employee might be asked to leave.
A team tends to listen mainly to the Manager, what would you do if the Manager had given you the power for a day but your team does not listen to you as you are contradicting something the Manager has said?
LEADERSHIP SKILLS
UNSATISFACTORY
SATISFACTORY
SUPERIOR
the candidate would start manipulating them and ordering the team around as he is running the store for the day and believes it is in his right to do so.
the candidate would inform the team of change and explain the purpose. Furthermore he will be careful that the change falls within the duties of the employees.
the candidate would consult with the Manager whether this change is needed/ beneficial and would thereafter inform the team of the change and explain its purpose. He will make sure everyone is on board and that the change falls within the duties of the employees.
If an important decision had to be made, but you couldn’t reach the manager, what would you do?
DECISION MAKING SKILLS
UNSATISFACTORY
SATISFACTORY
SUPERIOR
the candidate would make the decision, even if not authorized to do so without authorization and consideration
the candidate would try to extend the time of the decision deadline and try to contact the regional manager instead.
the candidate would have been aware of the situation and be able to make the right decision, but nonetheless does not make the decision until either the Manager or Regional Manager has confirmed the approach.
If you had to attend to customers, the manager and a shipment at the same time, what would you do?
TIME MANAGEMENT
UNSATISFACTORY
SATISFACTORY
SUPERIOR
the candidate would leave the shop floor as there are enough employees, delay the shipment and focus only on the manager.
the candidate would call-in an extra employee, contact the Manager and ask to be seen later, and finish the shipment carefully.
the candidate described that he would not have been in such a situation as he would have managed his time beforehand. But he would call-in an extra employee, contact the Manager and ask to be seen later, and finish the shipment carefully.
You would be responsible for the cashing up and the safe. What would you do if you would find out that money was missing or if there was too much of it ?
BUDGETING
UNSATISFACTORY
SATISFACTORY
SUPERIOR
the candidate would but money out of his own pocket into the safe to even out the numbers and would not find it necessary to contact the Manager.
the candidate would recount the safe/cashing-up and if there was no mistake found, contact the Manager as soon as possible.
the candidate would recount the safe/cashing-up and if there was no mistake found look individually through every sale made. if the money is still missing the Manager will be contacted.
Describe the inventory process at your previous store. What are the necessary steps?
MANAGEMENT OF STOCK/ INVENTORY
UNSATISFACTORY
SATISFACTORY
SUPERIOR
the candidate would not count the inventory until he has completed an order. furthermore he would only order new stock, when the previous one has finished completely.
the candidate would always do the Inventory count himself, and depending on the amount, order more/less stock in order to always have extra stock.
the candidate would always do the Inventory count, after closing time, and order more/less stock, to keep a specific amount of stock always available for restocking.
If it was very quiet in the store at the end of the day and there very barely any customers, what would you do?
ORGANIZATIONAL SKILLS
UNSATISFACTORY
SATISFACTORY
SUPERIOR
the candidate would tell some employees to leave for the day and give everyone a break.
the candidate would delegate tasks, such as restocking, organizing the stock and store.. once all tasks are completed the candidate will decide whether to send people home for the day or give breaks.
the candidate would delegate tasks, such as restocking, organizing the stock and store, also use the time to inform the team on any news/changes within the company. the candidate might use the time to teach more developed employees new tasks.
Timberland English – UK. 2017. Timberland UK – Boots, Shoes, Clothes, Jackets & Accessories. [ONLINE] Available at: https://www.timberland.co.uk. [Accessed 16 March 2017].