At Woodfrog Bakery we are proud of creating incredible artisan sourdoughs, specialty breads and pastries that are baked fresh daily.
Brief description & overall goal for your role
The main purpose of the position is sales, customer service, merchandising, food safety and handling and ensuring all policies, procedures and controls are followed.
Your key relationships
- Customers
- Team members and Store Manager
- Pond Manager
- Store Support and HR
Your key responsibilities
Customer Experience
- Deliver warm, genuine, and efficient customer service, including appropriate music and volume in-store.
- Make coffee to a suitable standard
- Serve customers in a café environment as well as kiosk-style service.
- Prepare drinks and serve food to tables.
- Build relationships with regular and local customers.
- Resolve customer concerns and complaints in a calm and professional manner, ensuring any refunds are forwarded to your Store Manager (in a private message) promptly.
- Ongoing learning and development of your product knowledge, allergens, and “how to use” our products/food pairing.
Store presentation & Cleanliness
- Ensure you maintain a clean store and complete relevant daily and weekly cleaning tasks on time.
- Keep café and workstations clean at all times, ensuring adherence to food hygiene and safety standards.
- Explicit and clean tables promptly.
- Ensure all aspects of the retail section are presented and maintained in accordance with Woodfrog standards and procedures.
Safety and Consistent Execution
- Ensure compliance with all food safety, health and safety protocols.
- Follow direction given by the manager/supervisor on duty.
- Ensure you follow merchandising guidelines for your store.
- Ensure consistent execution of Woodfrog policies & procedures (“We all do things the Woodfrog way”).
- Ensure all processes run smoothly to support management and the successful running of the café.
Store Operations
- Ensure sales are processed through the POS system accurately & in line with relevant procedures
- Ensure completion of the daily wastage and stock level form
Rosters and Timesheets
- Ensure unavailability is entered into Tanda promptly and accurately
- Communicate promptly to your Store Manager any issues with published rosters/shifts
- Ensure you check your roster for each week and attend your shift in a timely manner
- Ensure you clock-in and out of Tanda at the start and end of your shift and for your break/s
Escalation Management
- Complete relevant QR codes for maintenance, incidents, customer and quality issues as they occur/arise
- Escalate customer complaints promptly to your Store Manager including the customer number, name and nature of the complaint
Collaboration and Communication
- Maintain regular clear communication with your Store Manager and team members
- Ensure adherence to the What’sApp and phone usage guidelines
- Ensure the successful completion of your open or closing tasks to ensure you set your fellow team members up for success
Values
At Woodfrog Bakery, we value:
- Authenticity: Being genuine, honest, and kind.
- Passion: Loving what we do and delivering it with energy.
- Quality: Always striving for excellence
- Teamwork: Working together with mutual respect and support
- Customer Focus: Putting the customer at the heart of every decision
Key Requirements for the Role
- A welcoming and friendly nature.
- Demonstrated experience in customer service in a similar role.
- A passion for providing and executing a high degree of community-centric customer service.
- High level of organisational and time-management skills.
- Effective communication and interpersonal skills.
- An open, curious, and growth mindset.
- Ability to be physically active for long periods of time.