Summary

The Process Coordinator is responsible for supporting the Store Manager and Operations Manager in

the effective coordination, supervision, and execution of daily supermarket operations. The position is

responsible for monitoring operational processes, coordinating workflow, supervising employees,

maintaining store standards, supporting customer service, and ensuring compliance with Company

policies, procedures, health and safety requirements, food safety standards, and applicable legislation.

The Process Coordinator serves as a key link between Store Management and frontline employees,

ensuring that operational priorities are clearly communicated and effectively executed. The position

requires a hands-on approach to store operations, strong leadership capabilities, sound judgment, and

the ability to respond promptly to operational and customer-related issues.

The Process Coordinator demonstrates professionalism, integrity, accountability, reliability, teamwork,

initiative, and a strong commitment to customer service, operational excellence and profitability, while

consistently upholding the Company's philosophy, values, standards, practices, and expected workplace

behaviours.

Major Duties, Responsibilities, and Key Accountabilities:

1. STORE OPERATIONS AND WORKFLOW MANAGEMENT:

1.1. Support the Store Manager in the overall management and efficient operation of the

supermarket, and implementation of new processes, procedures, initiatives, and operational

improvements.

1.2. Coordinate and monitor daily store activities to ensure operational requirements are achieved.

1.3. Conduct daily inspections of all departments and operational areas to identify: operational

deficiencies, housekeeping concerns, safety hazards, maintenance issues, equipment defects,

food safety, product presentation and merchandising concerns, and customer service issues

following up on all corrective actions.

1.4. Complete all required daily store inspections, checklists, and operational controls accurately

and within established timelines.

1.5. Monitor refrigeration units and other critical store equipment and promptly report temperature

concerns, defects, breakdowns, or irregularities to the appropriate Manager or Department.

1.6. Monitor the flow of customers, employees, merchandise, and operational activities throughout

the store and take appropriate action to minimize disruptions.

1.7. Identify operational bottlenecks and recommend practical solutions to improve workflow,

productivity, service delivery, and efficiency.

1.8. Make recommendations to the Store Manager and Operations Manager regarding opportunities

to improve: store efficiency, productivity, customer service, employee utilization, operational

controls, cost management and profitability

1.9. Assume responsibility for store operations in the absence of the Store Manager, within the

authority delegated by Management.

1.10.Escalate significant operational issues to the Store Manager or Operations Manager promptly.

1.11.Monitor workflow throughout the store and make adjustments to staffing and operational

priorities as required.

1.12.Ensure store opening, operating, and closing procedures are completed properly.

1.13.Assist in ensuring that equipment, facilities, fixtures, and operational areas are maintained in

good working condition.

1.14.Work collaboratively with other departments to resolve operational issues and maintain

continuity of store operations.

2. SALES PERFORMANCE AND BUSINESS DEVELOPMENT

2.1. Assist the Store Manager in achieving store sales, productivity, and profitability targets.

2.2. Monitor and review sales performance and identify trends, opportunities, and areas requiring

improvement as directed by the Store Manager

2.3. Identify opportunities to increase sales through improved merchandising, product availability,

customer service, promotions, and employee engagement.

2.4. Assist with the implementation of marketing and promotional campaigns and ensure

promotional activities, pricing, displays, signage, and promotional merchandise are executed

accurately and within established timelines.

2.5. Assist with purchasing, product sourcing, special orders, supplier coordination, quotations,

pricing, product information, and customer inquiries as required.

3. CUSTOMER SERVICE:

3.1. Promote and maintain a consistently high standard of customer service throughout the

supermarket.

3.2. demonstrate professional, courteous, and respectful customer interactions.

3.3. Respond promptly and professionally to customer questions, concerns, requests, and

complaints and address escalated customer service issues referring complex or sensitive

matters to the Store Manager or Operations Manager.

3.4. Monitor employee interactions with customers and address service deficiencies in accordance

with Company procedures.

3.5. Support initiatives designed to improve customer satisfaction, service quality, customer

retention, and the Company's reputation.

3.6. Ensure employees maintain appropriate standards of conduct, professionalism, courtesy, and

service when dealing with customers.

4. TEAM LEADERSHIP AND EMPLOYEE SUPERVISION:

4.1. Provide day-to-day supervision, direction, and support to employees during store operations.

4.2. Allocate employees to operational areas based on business requirements, workload, customer

traffic, and staffing levels.

4.3. Plan, assign, prioritize, and monitor employee tasks to ensure operational requirements are

achieved.

4.4. Conduct daily briefings and communicate operational priorities, assignments, expectations,

and important Company information to employees as required.

4.5. Coach, guide, motivate, and support employees to achieve required performance standards.

4.6. Address routine performance concerns promptly and in accordance with Company policies

and procedures.

4.7. Assist in identifying training and development needs and communicate recommendations to

the Store Manager and Human Resources Department.

4.8. Assist the Store Manager and Department Supervisors with the preparation and adjustment of

departmental and store rosters.

4.9. Assist with ensuring adequate manpower coverage during peak operating periods, staff

shortages, emergencies, and other operational circumstances.

4.10.Support the effective onboarding and integration of new employees where required.

4.11.Reassign employees as required to address changing workloads, staff shortages, peak periods,

and operational priorities.

4.12.Provide coaching, guidance, feedback, and support to employees to improve performance.

4.13.Promote teamwork, accountability, professionalism, respect, and positive employee relations.

4.14.Support the Store Manager in managing employee disciplinary and corrective-action processes

within the authority of the position.

PUNCTUALITY AND EMPLOYEE RELATIONS:

5.1. Monitor employee attendance and punctuality during assigned shifts.

5.2. Identify attendance and punctuality concerns and report them promptly to the Store Manager

in accordance with Company procedures.

5.3. Maintain accurate and appropriate records relating to employee attendance, punctuality,

performance, and operational conduct as required.

5.4. Ensure employee concerns are addressed professionally, fairly, consistently, respectfully, and

confidentially.

5.5. Avoid discriminatory, retaliatory, or preferential treatment and maintain appropriate

professional boundaries.

6. INVENTORY MANAGEMENT AND STOCK CONTROL

6.1. Monitor store inventory levels to ensure adequate product availability.

6.2. Assist with ordering merchandise and fresh products based on established inventory

requirements.

6.3. Monitor stock movement and identify slow-moving, fast-moving, damaged, expired, or

obsolete products.

6.4. Ensure appropriate product rotation practices are followed, including FIFO (First In, First Out)

where applicable.

6.5. Monitor inventory, stock counts, cycle counts, inventory audits, accuracy, and report

discrepancies to the Store Manager.

6.6. Assist with receiving, checking, and verifying merchandise deliveries.

6.7. Monitor stockroom and storage areas to ensure they remain organized, accessible, safe, and

appropriately maintained.

6.8. Investigate and report inventory variances and potential causes of stock loss.

6.9. Monitor product availability on the sales floor and coordinate replenishment as required.

6.10.Ensure damaged, expired, recalled, or otherwise unsuitable merchandise is handled in

accordance with Company procedures.

6.11.Support initiatives designed to reduce product waste, shrinkage, stock-outs, and inventory

losses.

7. MERCHANDISING AND STORE PRESENTATION

7.1. Ensure products are appropriately displayed, priced, faced, and presented in accordance with

Company standards.

7.2. Monitor shelf availability and ensure merchandise is replenished promptly.

7.3. Ensure promotional displays and point-of-sale materials are properly installed and maintained.

7.4. Monitor product pricing and identify discrepancies for corrective action.

7.5. Ensure merchandise is presented in a clean, organized, attractive, and customer-friendly

manner.

7.6. Support seasonal, promotional, and special-event merchandising initiatives.

7.7. Monitor high-traffic and high-priority areas to ensure appropriate stock levels and

presentation.

7.8. Make recommendations regarding product placement and merchandising opportunities to

improve sales and customer convenience.

8. EQUIPMENT AND FACILITY MANAGEMENT

8.1. Monitor the condition and proper use of store equipment and operational facilities.

8.2. Ensure employees use equipment safely and appropriately.

8.3. Report equipment breakdowns, defects, refrigeration concerns, electrical issues, plumbing

problems, and facility maintenance requirements promptly.

8.4. Assist in coordinating maintenance and repair activities with the appropriate department or

service provider.

8.5. Ensure work areas remain organized and free from unnecessary hazards or obstructions.

8.6. Ensure equipment-related incidents are properly reported and documented.

9. COMPLIANCE, QUALITY AND STORE STANDARDS:

9.1. Ensure compliance with all Company policies, procedures, standards, work instructions, and

operational directives.

9.2. Monitor store operations to ensure compliance with applicable legal, regulatory, health, safety,

food safety, sanitation, and environmental requirements.

9.3. Monitor departmental standards relating to: cleanliness, sanitation, food handling, product

presentation, stock rotation, housekeeping, equipment condition, customer service and

workplace safety.

9.4. Identify non-conformances, deficiencies, or deviations from established standards and ensure

they are addressed promptly escalating to the Store Manger or Operations Manager.

9.5. Ensure required operational checklists, reports, records, and controls are completed accurately

and within established timelines.

9.6. Participate in internal inspections, audits, compliance reviews, and corrective-action initiatives

as required.

9.7. Support the implementation and monitoring of corrective and preventive actions.

10. ADMINISTRATION, REPORTING AND RECORD KEEPINGS:

10.1.Complete and submit all required store reports, checklists, records, forms, and operational

documentation accurately and within established deadlines.

10.2.Maintain appropriate records relating to: store inspections, operational issues, corrective

actions, employee attendance, incidents, customer complaints, equipment concerns, safety

matters, and other operational activities as required

10.3.Communicate operational concerns, significant incidents, trends, and recommendations to the

Store Manager and Operations Manager in a timely manner.

10.4.Liaise with relevant departments and support functions, including: Human Resources, Health,

Safety and Environment, Maintenance, Purchasing, Receiving, Pricing, Finance, Information

Technology and other departments as required

10.5.Ensure Company records and documentation are handled and stored in accordance with

established requirements.

11. COMMUNICATION AND STAKEHOLDER COORDINATION:

11.1.Maintain effective and professional communication with Store Management, Department

Supervisors, employees, customers, suppliers, contractors, and other stakeholders.

11.2.Provide timely feedback to Management regarding store conditions, employee performance,

customer concerns, and operational risks.

11.3.Promote teamwork and effective cooperation between departments.

11.4.Escalate significant operational, employee, customer, safety, or compliance matters promptly.

12. CONTINUOUS IMPROVEMENT AND OPERATIONAL EXCELLENCE

12.1.Identify and recommend process improvements to enhance store workflow, productivity,

service delivery, operational controls, customer satisfaction, and profitability.

12.2.Support the implementation and monitoring of approved improvements, including tracking

recurring operational issues and recommending preventative measures to improve efficiency

and effectiveness.

12.3.Promote continuous improvement and employee engagement by encouraging staff to identify

operational challenges, propose practical solutions, and maintain a culture of accountability

and operational excellence.

13. GENERAL RESPONSIBILITIES

13.1. Comply with Company standards and demonstrate professionalism by adhering to all

policies, procedures, rules, and management directives.

13.2. Protect Company interests and support effective operations by safeguarding Company assets,

information.

13.3. Provide operational support as required by assisting other departments.

14. AUTHORITY AND ESCALATION

14.1. Exercise appropriate judgment within the authority delegated by Management.

14.2. Exercise reasonable corrective action to address routine operational matter, and escalate

serious financial, employee relations issues, major customer complaints, health and safety

incidents, and legal or regulatory concerns to the Store Manager or Operations Manager.

14.3. Do not make decisions beyond the limits of delegated authority and seek direction from

Management where required.

15. CONFIDENTIALITY

15.1. Access to confidential information relating to employees, customers, suppliers, Company

operations, business practices, and other sensitive matters shall be handled with appropriate

confidentiality and discretion.

15.2. Unauthorized disclosure, misuse, alteration, or removal of confidential information may

result in disciplinary action in accordance with Company policy.

16. Health & Safety Responsibilities:

16.1. Promote and maintain a safe, clean, hygienic, and healthy working environment for

employees, customers, contractors, and visitors.

16.2. Monitor employee compliance with required safety procedures, safe work practices, and

Personal Protective Equipment (PPE) requirements.

16.3. Identify and report unsafe conditions, hazards, equipment defects, injuries, illnesses, near

misses, incidents, and other Health, Safety and Environment (HSE) concerns immediately.

16.4. Ensure employees follow applicable risk assessments, safe work procedures, and control

measures.

16.5. Support compliance with food safety, sanitation, temperature-control, and product-handling

requirements.

16.6. Participate in Health, Safety and Environment (HSE) inspections, meetings, training,

initiatives, and emergency preparedness activities as required.

16.7. Encourage employees to take personal responsibility for their own safety.

16.8. Immediately escalate serious or potentially serious safety, food safety, environmental, or

operational risks.

Minimum Qualifications:

1. Education:

1.1. Associate Degree or Bachelor's Degree in Business Administration, Retail Management,

Management, Operations Management, High School Diploma or equivalent qualification.

1.2. High school education or equivalent (e.g., CXC passes), tertiary-level studies in Business,

Marketing, or Customer Service.

1.3. Basic math and literacy skills.

2. Experience

2.1. Minimum 2–3 years' experience in a supermarket, retail, customer service, or related

operational environment.

2.2. Previous supervisory, team-lead, or coordinating experience preferred.

2.3. Experience in supermarket operations, employee supervision, customer service, and store

administration.

2.4. Knowledge of retail operations, food safety, sanitation, workplace health and safety.

3. Physical Requirements:

3.1. Ability to work a shift system including weekends, public holidays, and as required.

3.2. Stand and walk for extended periods during the performance of duties.

3.3. Routine inspection of departments, sales areas, storage areas, receiving areas, and other

operational locations.

3.4. Work in a fast-paced retail environment with frequent interruptions and changing operational

priorities.

4. Skills & Competencies:

4.1. Excellent written and verbal communication skills, with the ability to communicate effectively

with management, colleagues, vendors, suppliers, and customers.

4.2. Ability to develop engaging promotional ideas and contribute to visually appealing marketing

materials.

4.3. Strong organizational and time-management skills.

4.4. Proficiency in Microsoft Office applications, particularly Word, Excel, and PowerPoint.

Knowledge of spreadsheets, reporting tools.

4.5. Strong understanding of customer service principles.

4.6. Leadership and People Management and strong leadership and supervisory skills.

4.7. Ability to manage, motivate, coach, and support employees.

4.8. Ability to prioritize competing demands and manage multiple operational requirements

simultaneously.

Each employee has a commitment and responsibility to maintain a high standard of performance

and avoid negligence in the performance of their duties. The employee shall carry out and

complete such duties, in relation to the Company and its business as the Company directs and

shall perform all other acts and things as in the ordinary course of business may be considered

necessary or proper in the interest of the Company.

I have read and fully understand the duties, responsibilities, and expectations outlined in this Job

Description. I acknowledge that I have had the opportunity to ask questions and seek clarification

on any aspects of the role. I agree to perform the duties to the best of my ability and to comply

with all company policies, procedures, and performance standards.

This job description may be amended from time to time based on the operational needs of the business,

with appropriate notice.