Store Manager

Total Tools Virginia is looking for a Full-Time Store Manager , who has a real passion for tools & trades. This is an exciting opportunity for you to utilise your current skills and experience within a growing and diverse business.

This position will suit an experienced retail leader, ideally within the tools industry. You will be responsible for influencing and motivating your team to provide high-quality customer service, with a belief developing the skills, knowledge and behaviours of your team is critical to success. You will take full accountability for retail fundamentals, including outstanding customer service, reporting, store analytics, promotions, and merchandising standards. This will see you deliver sales targets and other KPIs, while creating a productive, and safe work environment.

What will you be doing?

Customer Service

• Ensure the sales team serve customers in store & process sales transactions accurately and in

a timely manner

• Provide advice and information on products
• Handle escalated customer queries, in person and over the phone, and ensure a resolution is

reached. Refer to Store Owner when required.

• Oversee the creation and despatch of customer special orders and item delivery
• Represent the company through liaison with customers and internal staff
• Ensure that all sales team members initiate or respond to all customer enquiries and

requirements in a manner which reflects positively upon the business and the person

• Through effective sales practices, initiative, and utilising opportunities; increase transaction

values including items per transaction (both individual sales and the sales team sales)

• Arrange for sales staff to visit key account customers
• Coaching and developing your team’s knowledge, skills, and behaviours to ensure a successful store culture
• Ensuring the health and safety of all team members, customers, and contractors within the store
• Providing exceptional customer service to customers, and offering solutions as required
• Developing a high-performance team, capable of delivering sales targets and KPIs

Management

• Recruit, select and induct new staff.
• Provide leadership and direction to staff to enable achievement of required sales and service

results.

• Identify coaching and development needs of staff and initiate appropriate training.
• Monitor staff performance, address any performance issues and manage underperformance.
• Prepare store objectives in conjunction with Store Owner and review monthly, reporting

outcomes.

• Set, monitor and report on objectives / targets & KPI’s for all staff. Use daily sales report for

individual sales figures.

• Complete regular review of outcomes with each sales person.
• Assign area(s) of responsibility for each sales person.
• Ensure that group guidelines are followed in all areas by all staff, particularly in relation to

customer service; merchandising; catalogue support and layout.

Stock Management & Merchandising

• Instruct staff to follow guidelines for merchandising and maintenance of displays
• Ensure all stock is priced correctly and labelled with correct signage, price tickets and

promotional material

• Train all staff to lock all glass display cabinets and secure all power tools.
• Ensure Import orders are created : replenishment of existing lines and new lines, considering

buyer planners and lead times

• Ensure purchase orders are forwarded to the Support Office for collation
• Stock is constantly on display
• Monitor stock levels and take effective action to correct low / out of stock items or lines
• Ensure that the store is merchandised in an effective manner which supports group

guidelines, customer service and store standards

• Maintain presentation in accordance with Store layout plans.
• Promote reduced / obsolete / slow moving stock lines.
• Identify opportunities to assist sales and customer service through improving location and

displays and direct staff accordingly.

• All relays to be affected in a manner which is consistent with overall layout plans and in a

manner which causes minimum disruption.

• Ensure that catalogues and promotions are fully supported through all items being in-stock

and effectively displayed

• Be aware of competitor activity and advise Store Owner accordingly

Receiving / Repairs

• Ensure goods receiving and associated paperwork is handled accurately and kept up to date.
• Liaise with Admin staff to ensure all issues / credits are handled promptly and accurately
• Ensure Receiving and Repair area is kept tidy and well organised.
• Work with repair / receiving staff to insure prompt pickup / service of warranty and repair jobs

and ensure timely turnaround that meets or exceeds customers service expectations.

Training

• Identify training and development requirements, including on the job coaching, of staff and

provide accordingly.

• Undertake training as provided by business and suppliers
• Attain knowledge of products and new lines and pass on relevant information to sales team
• Encourage peer development and training by isolating sales team expertise and areas

knowledge and cross training with other staff.

• Develop own retailing and business management skills through networking, online learning,

subscribing to related publications and other means of improving knowledge in those areas

Workplace Safety & Security

• Perform all tasks in a manner that will ensure there is no risk of causing injury or harm to self

or others

• Follow and enforce all Standard Operating Procedures
• Provide a clean and safe work environment by adhering to all OH&S guidelines, keeping

areas clean and tidy

• Notify Store Owner of any potential hazards
• Record any suspected theft or suspicious behaviour
• Ensure no stock is removed from premises without a receipt, invoice or return / credit slip
• Report any hazards or incidents, investigate matters and follow procedure
• Take corrective action to reduce risk of incidents and maintain a safe work environment
• Ensure provision of PPE and that SOP’s are adhered to
• Monitor, review, train and support employees on work place safety policies & procedures to

assist in providing a safe work environmen

Does this sound like you?

• Sound experience in retail sales, team development and leadership
• Demonstrated experience in leading a sales team, and managing performance as required
• A strong customer service focus
• Ability to manage multiple priorities, within a fast-paced team environment
• A creative approach to Visual Merchandising
• Excellent communication and interpersonal skills
• An eye for detail, with a desire to drive strong financial results
• A self-motivated, self-starter, with the ability to demonstrate initiative
• Comfortable with technology – computer literacy is a must
• Available for weekdays, weekends, and some public holiday work

Why work for us?

For 30 years, Total Tools has operated as the ultimate tool shop, delivering the right tools and advice for our customers, who are building the future! We are the first choice for trade quality tools and best of all, most of our nationwide stores are locally owned and operated.

Our operating model is one that respects and invests in our team and customers. We live by our values- One Team, Own it & Get it Done, Customer First & Be the Difference!

We also offer :

• Competitive salary, with incentives for high performance
• Ongoing product training in market leading brands like Bosch, Makita, Milwaukee, and many, many more
• Commitment to ongoing job security, development, and growth

All that is left to do is to apply to join the Total Tools team!

Total Tools is a proud equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are based upon skills, qualifications, and merit.

Only applicants with valid working rights in Australia will be considered for this position.

S-DNI’