About Hester & Cook

Reports to: VP of Visual Merchandising & Store Curation
Location: Franklin Location -OR- Nashville Locations (HV, WB, BC)
Pay: Salaried

Overview:
The Store Director is a critical player on our growing team, leading the store team for their assigned store(s). This is a full time position during retail hours, Saturdays & Sundays included. The responsibility of this position facilitates a cohesive, welcoming, H&C store experience to the consumer while maintaining inventory levels and profitability at store level. This position will develop and mentor their team, grow store revenue and develop new programs for their assigned store(s) as well as partner with the other Store Director to propose initiatives, promotions and new policy & procedures for all retail
locations. This position works closely with both the Merchandising team and Visual team, as well as with other Store Directors.

Customer Service, Driving Sales & Store Presence:

• Provide top notch customer service and increase sales with direct customer interaction.
• Mentor retail employees to do the same
• Upsell and suggestive sell to customers, while maintaining genuine connections
  
• Responsible for meeting daily/monthly revenue goals
  
• Meet or exceed sales targets and KPIs
  
• Create and keep monthly sales trackers up-to-date
  
• Maintain a presence on the sales floor, through active selling techniques & customer engagement
  
• Drive revenue through coaching staff on best sales practices
  
• Create meaningful, impactful customer relationships through excellent customer service
  
• Handle customer concerns and ensure resolutions
  
• Exemplify Hester & Cook’s commitment to superior customer service and model best-practices to other staff members
  
• Lead by example when sales associates are present by actively engaging customers on the sales floor and encouraging other staff members to provide the same high level of customer service
  
• Be present at the store during high volume days, peak sales, and events to support sales goals. This includes weekends and holidays. Be sure that each store has either the SD, ASD or coordinator scheduled for high volume days.
  
• Present ideas to upper management to increase sales, traffic and KPIs in assigned store(s)
  

Team Management, Staffing, Leadership & Development:

• Manage all retail store personnel in assigned retail store(s)
  
• Ensure stores are properly staffed for daily traffic as well as events
  
• Create and maintain employee schedule for the store(s). Submit 2 weeks prior to the start of the month. Staff the store(s) appropriately while adhering to the payroll budget.
  
• Approve payroll bi-weekly
• Approve requests off for staff
  
• Maintain a staff document with up-to-date employee status and availability. Request additional staff as needed.
  
• Recruit, interview and hire new sales associates as necessary
  
• Train new team members on all store operations and expectations
  
• Develop consistent and effective training programs
  
• Maintain an up-to-date product knowledge training manual, sharing with team members as new brands and vendors are introduced.
  
• Use continuous coaching to ensure knowledge is retained and sales team is always well-educated
  
• Bring staff to the next level, fostering growth and development. This includes teaching product knowledge, Hester and Cook company history, an overall solid understanding of every product on the floor. Preparing team members to grow with the company where there is talent and desire.
  
• Participate in Weekly Manager Zoom calls as well as any necessary meetings at HQ
  
• Maintain a streamlined channel of communication with store staff and HQ
  
• Act as a liaison between HQ, Merchandising and Visual to the Store Staff. Ensure staff is well-informed about product, promotions, events and initiatives.
  
• Communicate daily, weekly and monthly goals to store staff and hold staff accountable for goals
  
• Have monthly touch-bases with sales associates, communicating to them overall store performance and individual performance
  
• Have daily touch base meetings with the store team to outline daily sales goals, specials and pertinent store information.
  
• Communicate with teams any store hour changes, inclement weather closures, etc.
  
• Ensure policy and procedure is being adhered to by all staff members

Store Operations & Inventory Management:

• Opening/Closing the store
  
• Make weekly deposits, ensuring accuracy of all deposits
  
• Serve as on-site POS/Systems/Policies expert, troubleshooting when POS problems arise and there are policy questions on returns, pricing and discounts.
  
• Solve all ringing issues by partnering with the Merchandising team as soon as an issue is noted
  
• Fix negative inventory daily, research the cause of the issue and address it
  
• Loss Prevention: monitor loss, both internal and external. Execute policies and strategies to lower shrink and train staff on loss prevention best practices.
  
• Conduct weekly inventory spot-checks to ensure accurate stock levels
  
• Supervise and delegate the stock levels for all supplies, bags and tissues. When 2 boxes remain of any size, immediately reorder or contact the warehouse for items.
  
• Maintain all other store supply levels. Order store supplies as needed.
  
• Report any maintenance issues immediately to ensure a safe working environment
  
• Manage all IT and Security needs for your assigned store(s)
  
• Manage store access by providing keys to keyholders and keeping accurate logs of store keys
  
• Maintain the store(s) budget. Meet with Keith monthly to discuss P&L
  
• Maintain Lighting Sales spreadsheet and communicate commissions to Patsy
  
• Execute directives from HQ teams, including sale pricing and transfers in a timely manner. Normal requirement 24 hours.
  

Visual Merchandising & Product:

• Manage store restock process, ensuring no gaps in merchandising
  
• Maintain the back stockroom and all back stock
• Receive purchase orders and transfers in the system
  
• Tag and place product on sales floor as it arrives in a timely but accurate manner
  
• Train staff on inventory receiving process
• Delegate inventory receiving projects to sales associates as necessary
  
• Ensure all inventory is easy to identify in the sales system, limiting ringing issues and negative inventory. Partner with Merchandising team to solve any ringing or inventory issues
  
• Oversee all incoming deliveries and transfers in assigned store(s)
  
• Partner with other Store Director to complete store-store transfers as needed
  
• Partner with Merchandising team for all other transfers and product needs
  
• Place weekly orders for all Hester & Cook product and any other assigned categories.
  
• Maintain Hester and Cook inventory levels in the stockroom by utilizing sales level and min/max reports. Manage the process to get product checked in within 48 hours.
  
• Stay informed about stock levels and merchandising at other Hester & Cook locations by consistently communicating with other Store Directors
  
• Communicate with the Merchandising team regarding product needs, stock levels, etc.
  
• Communicate with Visual Team on a regular basis regarding product placement, sales
  performance, signage, fixture needs and more.
  
• Assist Visual Team in store resets, seasonal sets, window displays, new product launches, table settings, floor-sets, etc.
  
• Maintain visual merchandising standards for all key areas of the store.
  
• Assure that all displays, tablescapes, and other fixtures within the store are upheld to company standards at all times and within the visual story
  
• Facilitate cohesive merchandising strategies as directed by leadership
  
• Train store staff on visual standards, best practices and product placement
  
• Maintain merchandise guides and Visual guidebook for store staff to reference
  
• Ensure that signage is implemented throughout the store to communicate pricing in a way that is appropriate for the Hester & Cook brand.
  
• Complete a signage walkthrough daily, making sure all signage is visible and impactful, all pricing is clear and all items are tagged.
  
• Submit signage requests to Marketing
  
• Delegate tasks to store’s team members and enforce accountability in order to be more productive in your role. This includes: restocking the floor, checking in product, ticketing merchandising tables, cleaning the store. A regular cleaning schedule is a must.

Events & Marketing:

• Keep yearly calendar with all store events
  
• Keep yearly calendar with all local events, holidays or any other influxes in sales
  
• Plan & schedule seasonal events at assigned store(s)
  
• Assist, attend, and represent Hester & Cook sponsored events at said events at assigned store(s)
  
• Coordinate and execute events to brand standards. Always using Hester and Cook products in all events, representing the look of the store and our merchandising direction.
  
• Help create supporting activities that coordinate with the store events
  
• Submit store events in Asana and to Marketing Team
  
• Propose new events for both locations, with a goal of 1 event per quarter in each store
  
• Propose new in-store promotions and traffic drivers to VP of Visual/Store Curation
  
• Network amongst the community to seek out new opportunities
  
• Create lasting relationships in the community

Physical Requirements & Other Duties:

• Stand and walk for long periods of time
  
• Lift boxes and items up to 50lbs
  
• Adhere to all policies in Employee Handbook
  
• Some travel required
  
• Other duties as assigned
  
• Store shifts 5 days/week - schedule ASD or RSC on days when you are not scheduled

To apply: Email resume and cover letter to kacey.bengtson@hesterandcook.com. Use subject line “Store Director” and indicate whether you are interested in full or part time. 

Reports to: Store Director - Franklin

Location: Hester & Cook Franklin, Hillsboro Village, White Bridge or Bang Candy

Pay: Hourly Part-Time or Full-Time

The Retail Store Sales Associate is a critical player on our growing team. Sales Associates are the face of Hester & Cook/Bang Candy and are the key to a positive customer experience. This position works during retail hours (weekends included), in either our Downtown Franklin location or our 3 Nashville locations, including the Bang Candy Shop in Marathon Village. The main objective of this position is to connect with customers, drive revenue and maintain an organized sales environment. Maintaining a positive company culture and embodying Hester & Cook’s core values is very important in this role.

Customer Service:

• Be genuinely enthusiastic and knowledgeable about the Hester & Cook brand as well as the etiquette of gift-giving and entertaining
• Pay attention to trends as relevant to our store environment, so you can genuinely engage with customers about products
• Be outgoing with a positive disposition and warm, engaging personality
• Assist customers on the sales floor and answer any questions
• Actively upsell on the sales floor and at the cashwrap
• Greet all customers and thank them for shopping with Hester & Cook
• Be present on the sales floor by continually walking the store and speaking with customers
• Communicate promotions
• Treat all customers equally, with respect and appreciation
• Go above and beyond in providing a positive customer experience
• Be knowledgeable about the products Hester & Cook carries and able to share those “stories” with customers

Store Operations:

• Process sales transactions and returns/exchanges
• Open and close the store
• Handle cash transactions with great attention to detail and accuracy
• Act as a problem-solver when issues arise and communicate any needs to management
• Receive shipments, enter items into system and tag items
• Assist with pop-up events and after-hour store events, such as Brush Lettering Classes

Visual Operations:

• Ensure tidy and pleasing appearance of store and merchandise within
• Help to coordinate and execute events to brand standards
• Follow visual guidelines provided by the Visual Team
• Restock store displays as necessary
  

Physical Requirements & Other Duties:

• Stand and walk for long periods of time
• Lift boxes and items up to 30lbs
• Maintain a clean and organized stockroom and employee areas
• Work all scheduled shifts assigned, update Store Director on any availability changes
• Adhere to all policies in Employee Handbook
• Other duties as assigned

To apply: Email resume and cover letter to careers@hesterandcook.com. Use subject line “Retail Store Sales Associate,” and indicate whether you are interested in full or part time. 

ABOUT HESTER & COOK DESIGN GROUP, INC.
Hester & Cook is a design company based in Nashville, Tennessee best known for our line of paper placemats and table runners. Hester & Cook placemats are hand-illustrated in our Nashville studio, and assortments of our products can be found in more than 3,500 stores worldwide. Hester & Cook exists to serve our customers by reimagining tradition, providing attainable beauty, and believing that there is always a moment to celebrate!

POSITION SUMMARY
Freelance Visual Producers at Hester & Cook Design Group support the wholesale division of the business by assisting the visual merchandising team in executing creative directives and showroom designs to drive sales and provide a beautiful, brand-cohesive buying experience for our wholesale customers. Hester & Cook Visual Producers are creative professionals who are skilled in visual merchandising and/or styling, demonstrate strong organizational and communication capabilities, and thrive in a fast-paced work environment. Additionally, these individuals are passionate about upholding and enhancing visual standards for the Hester & Cook brand.

PRIMARY DUTIES AND RESPONSIBILITIES

• Work with visual merchandising team to execute showroom floor plan changes, installations and merchandised displays for summer and winter wholesale markets
• Maintaining organization of showroom product and prop libraries
• Taking showroom product inventory when necessary
  

FREELANCE VISUAL PRODUCER QUALIFICATIONS

• 3+ years of experience in visual merchandising or styling
• Excellent communication and organizational skills
• Resourceful problem solver
• Proactive, self-motivated attitude
• Able to excel in a fast-paced environment with tight deadlines
• Ability to work well independently and as part of a team
• Able to lift up to 50 lbs.
• Comfortable with ladder use, and standing for long periods of time
• Valid driver’s license and reliable transportation
• Live within driving distance of a Hester & Cook showroom location (Atlanta, GA/ Dallas,
  TX/ Las Vegas, NV)

WORKING LOCATION
All Freelance Showroom Producers report for work at Hester & Cook showrooms in their respective cities (Atlanta, Dallas, Las Vegas).
This role is a contract-based position and is not eligible for Hester & Cook’s benefits program or paid
time off.

EXPECTATIONS FOR ALL EMPLOYEES
Supports the organization’s mission, vision, and guiding principles.
Email cover letter, images of sample work, and resume with references to
careers@hesterandcook.com, using subject line: “Freelance Visual Producer”. Interviews will be scheduled beginning immediately

 

About Hester & Cook

Hester & Cook started in the home of husband-and-wife team Robbie and Angie Hester Cook. What  began as Robbie’s inspired idea of crafting a vintage doorknob into a bottle stopper soon became the  company’s first product, KnobStoppers. Within months, Angie and Robbie introduced the product to the  wholesale market. 

From there, Hester & Cook rapidly grew into offering everything from hand-crafted chandeliers to #2 pencils. Today we are best known for our paper placemat pads and table runners. Assortments of our  products can be found at over 3000 stores worldwide. You can also see some of our creations at  Anthropologie, Sur La Table, Dillard’s, Paper Source and Barnes & Noble. The full collection is available  on our website as well as our three Nashville, TN area retail locations found at White Bridge Road,  Hillsboro Village and Franklin, TN. 

Hester & Cook also acquired Nashville based Bang Candy Company in early 2023. You can find Bang  Candy Stores within all Hester & Cook locations as well as the Bang Candy Store located in Marathon  Village in Nashville, TN.  

Position Summary

The Customer Success Specialist at Hester & Cook Design Group, Inc. is a key role within the company,  supporting the Visual & Design team as well as Customer Success. This highly relational individual is comfortable building relationships, has strong project management skills, is detail and solution-oriented, and comfortable with technology. Additionally, this individual is passionate about delivering best in class support to the entire Hester & Cook team.  

Primary duties & Responsibilities:

Customer Success Team Duties 

• Primary point of contact for all incoming calls to Hester & Cook Wholesale 
• Order fulfillment for all Hester & Cook Wholesale Customers 
• Input all orders and check for accuracy 
• Mange credit card declines, holds, & release orders for shipping in a timely manner 
• Import orders from all platforms for fulfillment
• Monitor weekly AR reports and make calls as needed on net 30 customers
• Clear all orders for inventory (as needed)
• Respond & manage all new customer inquiries
• Manage zip conflicts for wholesales customers
• Create call tags for wholesale customer orders
• Process all claims 
• Ability to trouble-shoot and solve online ordering issues with Wholesale & Online  Customers. 
• Assist in order fulfillment for all Territory Reps
• Rep samples 
• Assist as needed for market season prep 
• Provide reporting of Wholesale Customers as needed (SoloVue & Track Via)
• Provide support for Customer Success Manager & Customer Success Manger-Key Accounts as needed.  

Platform and Infrastructure Support

• Provide support to the wholesale infrastructure through management of all wholesale  platforms including SoloVue, Faire, Ribbon & MarketTime.
• Work within all third-party platform to help support shipping and billing process for all  Major Accounts. 
• Wholesale Market Support
• Work with internal team to provide support for Wholesales markets
• Work in the Wholesale markets as needed in a sales capacity during market season (January, February, June, July). 
• Ability to work collaboratively across multiple departments to help execute an overall cohesive  strategy and plan for customers. 
• Attend Hester & Cook Design Group, Inc. team meetings and training as required.
• Other duties as assigned. 

Qualified individuals will possess the following attributes: 

• 2-5 years of inside sales or customer service experience 
• Strong communication skills-both verbal and written 
• Technically oriented thinker 
• Preferred experience working in Enterprise Resource Planning platforms (ERP); specifically with  managing order fulfillment processes through a third-party EDI Platform would be considered ideal 
• Expert proficiency in using all Office 365 products with an emphasis in Excel 
• Experience in data base management is a plus 
• Comfortable with conflict resolution 
• Self-motivated and independent thinker 
• Strategic thinker 
• Positive Attitude 
• Passionate for retail accounts & effective merchandising strategies 
• Passion for Hester & Cook products 
• Ability to ask open-ended questions, listen, and understand customer needs
• Problem solve and be a resource to our customers. 
• Provide industry trends and product knowledge to help our customers grow
• Comfortable in a creative culture 

Supervision Received

Works under the general direction of the Customer Success Team Manager with a dotted line to the Chief Strategy Officer. 

Required Training

Ability to demonstrate the competencies as outlined in this job description pertaining to Microsoft Office products. 

Qualifications

• Understanding of the retail industry 
• Comfortable with large and small group presentations. 
• Critical thinker with dynamic relationship building and negotiation skills. 
• Ability to persuade and influence others. 
• Corporate level proficiency in MS Word, Excel, PowerPoint and computer skills.
• Excellent written and verbal communication skills. 
• A Bachelor’s Degree or equivalent work experience.  
• Minimum of two years of inside sales experience or equivalent combination of education and experience.  

Working Conditions

Employee reports to Hester & Cook Corporate Office at 2728 Eugenia Avenue Suite 106, Nashville, TN 37211

Hester & Cook provides access to healthcare benefits upon hire.  

Expectations for all employees:

Supports the organization’s mission, vision, and guiding principles.  

Email cover letter and resume with references to careers@hesterandcook.com, using subject line: “Customer Success Specialist”. Interviews will be scheduled beginning immediately.