Date Posted: February 11, 2019

Position Summary

The coffee shift supervisor supports the delivery of exceptional customer experiences through supervising ministry-minded staff as they provide outstanding customer service and serve delicious coffee and food. Performing his or her duties in an efficient and effective manner, the coffee shift supervisor oversees Coffee Shop staff in maintaining the highest standards and levels of quality and excellence. A proactive self-starter, this individual takes full ownership of all Coffee Shop supervisor duties while also promoting and supporting the mission of Insight for Living Ministries (IFLM).

Core Job Functions

Supervision (25%)

Under the leadership of the Coffee Shop manager:

  • Maintains a healthy, productive, and customer-oriented environment
  • Supervises staff efficiently and effectively, especially related to customer experiences, productivity, technical skills, and morale
  • Maintains Coffee Shop best practices related to daily operations, health and safety, inventory, and merchandising
  • Maintains effective documentation of all relevant items related to daily operations, inventory, expiration dates, waste, maintenance/repair, staff, etc.
  • Plans and ensures (via orders, in-store pick-up, etc.) that inventory is appropriately stocked each day at minimum cost
  • Trains staff as needed

Customer Interactions (20%)

  • Welcomes and acknowledges all customers cheerfully
  • Regulates and expresses emotions appropriately (Ephesians 4:26)
  • Interacts with customers in a healthy, friendly, engaging, and professional manner (Romans 12:18)
  • Builds rapport quickly and easily through meaningful connections and showing interest
  • Carefully listens for accurate understanding of others’ needs (James 1:19)

Cleaning (20%)

  • Demonstrates commitment and willingness to serve customers and staff by cleaning (John 13:14–15)
  • Ensures staff follows cleaning schedules and checklists
  • Ensures all items are thoroughly and meticulously cleaned
  • Ensures use of appropriate cleaning tools and materials
  • Upholds highest standards of cleanliness

Professionalism (5%)

  • Communicates professionally
  • Adheres to IFLM and Book Shoppe and Coffee policies and procedures
  • Maintains consistent and reliable attendance
  • Manages stress in a professional manner
  • Produces expected work levels consistently

Technical Skills (10%)

  • Understands barista techniques effectively to ensure delivery of superior-tasting coffee and drinks delivered in a timely fashion
  • Uses job-related technology effectively
  • Ensures completion of tasks, processes, and procedures without error and within required timeframes

Customer Experience Philosophy (5%)

  • Adheres to Coffee Shop customer experience philosophy
  • Anticipates and fulfills needs appropriately
  • Exercises empowerment in balancing customer and organizational needs
  • Exercises sound judgment and decisive action

Professional Development (5%)

  • Commits to the challenges of growth and development per the professional development plan
  • Pursues the designated knowledge and/or experience with a positive attitude
  • Completes assigned tasks with excellence and in a timely manner

Team Member Contribution (10%)

  • Models IFLM’s core values through daily conduct
  • Exerts initiative and drive to improve departmental and organizational operations
  • Owns problems, creates solutions, and maintains personal accountability for results

Position Specifications

Job Qualifications

  • Bachelor’s degree desired but not required
  • 3 to 5 years’ prior relevant experience; prior supervisory responsibility strongly desired
  • Previous craft coffee experience required
  • Strong customer service orientation and demeanor
  • Ability to relate and work well with people at all levels
  • Ability to balance building relationships with completing tasks
  • Meticulous thoroughness in completing responsibilities within specified timelines
  • Strong work ethic with an ability to take direction and a drive to excel
  • Ability to communicate clearly, succinctly, and effectively
  • Proactivity in identifying and fulfilling needs
  • Exceptional observation skills regarding cleanliness
  • Growth mindset and a positive attitude
  • Humility, a high level of flexibility, a positive attitude, and the ability to listen
  • Ability to stand for prolonged periods of time
  • Ability to efficiently use Point-of-Sale systems and databases

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a full-time position—40 hours per week plus some weekend and holiday work.