Job Summary                                                                                                                                                                                  

The Quality Assurance Manager (QAM) is responsible for working with the General Manager to establish and maintain best-of-class customer services in our retail store operations, typically focusing on either “Operations” or “Customer Service.” The QAM oversees and is accountable for their assigned portion of total store operations which may include maximizing sales and profitability through merchandising, inventory control, expense control, employee management, resource management, safety management, operating costs control, and overseeing all aspects of nursery sales, nursery production, nursery maintenance, and nursery organization. The QAM acts as a “key-holder” and as the acting General Manager in the absence of their General Manager.

The QAM must be able to enhance customer satisfaction, meet sales and profitability goals, and manage staff effectively. This position directly supervises one or more of the following store positions: Logistics Specialist, Customer Service Specialist, Yard Superintendent, Sales Lead, and/or Inventory Specialist, as well as helping the GM oversee the management of the rest of the store employees.

 Key Duties and Responsibilities                                                                                                                                          

• Provide oversight and management support to the company at its full-service retail nursery store.
• Maintain responsibility for assigned coverage of either “Operations” or “Customer Service.”
• Provide a safe, clean, friendly sales environment which includes greeting and acknowledging every customer, maintaining outstanding service standards, solid product knowledge, and all other components of customer service.
• Assist General Manager with ensuring compliance with all company policies and procedures through regular store management and staff meetings, store walk-throughs, and audits, etc.
• Train and develop store management and personnel in all aspects of the business.
• Assist in controlling loss, shrinkage, waste, variable expenses, payroll, and employee turnover.
• Help ensure appropriate merchandise stock levels, merchandise adjacencies and presentations, signage, and assortment in all areas of the nursery.
• Review store trends and recommend and initiate changes for maximizing sales goals and business objectives.
• Assist store with meeting overall sales goals by training, motivating, mentoring, and providing feedback to sales staff.
• Participate in and provide assistance to sales staff with sales transactions of the store, including counter and phone sales, as well as overseeing product installation/delivery.
• Ensure the protection and proper use of all store assets, including inventory, equipment, and facilities.
• Assist with POS transactions and resolution of warranty issues.
• Assist in maintaining outstanding store conditions and visual merchandising standards.
• Propose innovative ideas for increasing market share to marketing and senior management.
• Assist with addressing issues that arise from employee or customers (complaints, grievances, etc.)
• Exemplify professionalism and high performance as a local representative of MVN.
• Conduct or oversee safety training, including heat safety, vehicle safety, pesticide safety, etc.
• Provide additional assistance with logistics and customer service.
• Performing other duties and tasks as assigned and as needed.

Qualifications: Knowledge, Skills & Abilities                                                                                                                 

• At least 2 years of experience in retail operations
• At least 1 year in supervisory or lead role
• Experience in a retail, nursery, landscaping, or related environment preferred.
• Demonstrated understanding of HR and sales fundamentals
• Understanding of sales and operations planning process, demand forecasting and marketing
• Strong customer relation, interpersonal, and leadership skills
• Clear and effective communication and documentation skills
• Demonstrated ability to self-directed and self-motivate to pursue business goals, and ability to act in an entrepreneurial fashion.
• Ability to work independently to complete specific tasks and meet inflexible deadlines.
• Aptitude in decision-making and problem solving.
• Ability to collaborate with others.
• Proficiency and experience in using a variety of computer software applications, including POS systems and Microsoft Office applications (Word, Excel, etc.)
• Attention to detail in composing, preparing, and proofing written materials.
• Strong organizational skills and ability to prioritize multiple competing projects and activities to meet deadlines.
• Good working knowledge of local plant communities a plus

Education                                                                                                                                                                                          

Two- or four-year degree in Management, Business Administration, or relevant field preferred

Equivalent knowledge gained through formal education, specialized training, or additional job experience will be considered.

 Physical requirements/Working Conditions                                                                                                                

While performing the duties of this job, the employee is regularly required to verbally exchange information with customers, colleagues, managers, and vendors. The position is active and may require standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing throughout the day. The employee must frequently reach for, pull, lift, and/or move items weighing up to and over 50 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee must be able to work outdoors for extended periods of time in possibly extreme conditions, including rain, heat, sun, and wind.

 OTHER                                                                                                                                                                                                 

Subject to MVR and criminal background check in accordance with applicable fair chance laws, rules, and regulations

 About Us                                                                                                                                                                                           

Moon Valley Nurseries is the largest grower of box trees and palms in North America and is an industry leader and high growth company that offers competitive salaries with exceptional employee benefits including medical insurance, 401(k), holidays, and PTO to all eligible employees. Moon Valley Nurseries is an equal opportunity employer and makes hiring and other employment decisions without regard to characteristics protected by applicable law. Further, qualified applicants with criminal histories will be considered in accordance with all applicable state and local fair chance laws. We are a Drug Free Workplace.

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