Job Opportunities in United States

Job Brief

Love the Holidays? Like to help guide others through recipes and cooking procedures? Join the New Seasons Market Holiday Hotline team as Coordinator this holiday season. Looking for a tech savy leader for a temporary role 37.5 hrs/wk Oct through Dec.

Job Title: Holiday Hotline Project Coordinator
Department: Marketing
Job Region: Store Support – Portland
Reports-To: Sr. Manager E Commerce
Exemption Status (typically): Non-Exempt
Requirements: As a retail grocer, we operate 7 days/week and 365 days/year and as such work in support of our stores may include evening and weekend hours per the needs of the business.
About us: New Seasons Market began in 2000 when three families got together to open a neighborhood market, a place where local communities can come together to connect with where their food comes from. A friendly, inviting place that honors its region’s farmers, ranchers, growers and makers—helping them prosper for generations to come. Over the years, our community has grown, but our goal is still the same: to build community through good food.

About the role: This is a temporary assignment designed to work with our E-Commerce and Operations teams to oversee the daily operations of our Holiday Hotline program. This individual will be expected to act as daily supervisor for the Holiday Hotline Staff ensuring adequate staffing needs are met, handling escalated customer service situations and working alongside staff to respond to customer inquiries, place orders and troubleshoot holiday planning needs using a variety of platforms from phone and digital communication. This position will be located at the Store Support office.

General Requirements:

• Understands and models our company culture. Acts as a steward of company resources, mission, vision and values. Promotes sustainable business practices.
• Embraces an agile work environment and guides others through change and continuous improvement.
• Builds community within and outside of New Seasons Market and New Leaf Community Markets. Works in stores and other offsite events and locations as needed to support our core business and community.
• Works cooperatively and positively with fellow team members, customers and vendors spiriting a respectful workplace where everyone is welcome.
• Demonstrates ability to manage own time and models a flexible work style. Shifts tasks as priorities and circumstances change based on needs and conditions of department. Creative with problem-solving and is solutions-oriented.
• Utilizes strategic thinking, data and industry knowledge, and calculated risk-taking to create competitive advantage.
• Understands group dynamics in order to foster a positive and collaborative work environment. Develops strong and engaged teams and internal partnerships.
• Communication style is confident, informative, adaptive to different styles and effective.
• Gives and receives feedback in a constructive manner demonstrating company Speak Up culture. Responds to feedback in order to improve performance.
• Maintains confidentiality and exercise good judgment around sensitive information.
• Adheres to work and food safety policies set forth by the company and all local, state and federal regulatory agencies. Contributes to store and office cleanliness, maintains equipment.
Observes all company rules and policies. Understands and complies with specific department or location guidelines, tasks and responsibilities.

Position Responsibilities:

• If manager of staff, please include: Manages and provides oversight to all areas of the team. Directly manages staff, including review writing, scheduling and providing ongoing coaching, development and feedback. Assesses, prioritizes and delegates tasks and workflow.
• Understands and models company culture. Works to build community among department staff and with other departments, including stores, store support offices for both New Leaf and New Seasons.
• Delivers exceptional service and demonstrates friendly and attentive behaviors with internal and external customers.
• Embraces change and continuous improvement.
• Demonstrates dependability, organization and follow through.
• Demonstrates adaptability, flexibility and creativity in problem-solving and is solutions-oriented. Adjusts priorities, productivity, efficiency and speed based on needs of department.
• Communicates in a professional and constructive manner. Responds to and follows through in a timely manner.
• Demonstrates self-awareness and seeks opportunities for professional growth. Seeks and responds to feedback in order to improve performance.
• Observes all rules and policies as listed in the company Staff Handbook, Operations Manual, and any other official company document or manual.
• Acts as a steward of company resources and Vision/Mission/Values by modeling and promoting sustainable behaviors/operations.
• Partners with key stakeholders in Recruiting, Training and Development in the onboarding and training of all Holiday Hotline Staff.
• Daily supervision of Holiday Hotline Staff, including providing ongoing feedback on service levels, managing break schedules and handling of all escalated service issues.
• Works alongside Staff in all daily hotline activities including phone, email, and chat support.
• Manages Hotline schedule and ensures all manual timecards are completed and turned into Payroll for processing weekly.
• Provides daily recaps to E- Commerce team and speaks up quickly on any issues that may arise.
• Leads the interviewing and selection of Holiday Hotline Staff.
• Performs all other tasks and duties as assigned.
• Tools and Equipment Used (not all inclusive): This position works with standard office equipment.
• Performs other tasks and duties as assigned.

This job description is not meant to be an all-inclusive list of duties, responsibilities and requirements, but constitutes a general definition of the position's scope and function within our company. New Seasons Market / New Leaf Community Markers reserves the right to amend and change duties, responsibilities, and requirements to meet changing industry or business needs as necessary.
What you Bring as a Candidate:

• Previous food and/or grocery specific industry experience preferred. Experience in a multi-unit, high growth retail or similar environment required.
• Minimum 2 years customer service experience required.
• Previous experience in Lead / Supervisory level role in retail or customer service required.
• Proficiency with Microsoft Word, Outlook, Excel and Power Point, with skills to learn new computer programs and systems.
• Previous experience working with online shopping platforms, multi-line phone systems and e-chat functions a bonus.
• Experience working in a fast-paced, deadline-driven environment with ability to respond to urgent job responsibilities as they arise and flexible when priorities redirect.
• Excellent interpersonal skills, including tact and diplomacy, to collaborate, negotiate and communicate effectively and professionally with cross-functional partners at all levels in the company.
• Ability to maintain confidentiality and exercise good judgment around sensitive information.
• Travel to the Support Office regularly is required of this assignment.

Physical and Environmental Work Space: Work occurs in office, a variety of off-site environments and in a grocery store environment which includes surfaces that can be wet and slippery, moderate noise level, and temperature extremes in controlled environments in the cooler and freezer, and depending on location, working outside in all temperatures. There may be exposure to certain allergens and / or chemicals. In accordance with the Americans with Disabilities Act, the ADA Amendments Act of 2008, and other applicable state or local law, we will make reasonable accommodations to qualified applicants and employees with disabilities.