SALES REPRESENTATIVE – SHOP FLOOR (Fashion Industry)
Department: Sales / Retail
Location - Lekki
Industry: Fashion Industry
JOB PURPOSE
The Sales Representative – Shop Floor will be responsible for delivering excellent customer service, driving sales, and converting walk-in and online enquiries into completed purchases.
The role involves welcoming customers, understanding their needs, recommending suitable products, processing sales transactions, responding to customer enquiries through WhatsApp and social media, maintaining an attractive shop-floor environment, and supporting customer retention and revenue growth.
The successful candidate will represent the brand professionally and ensure every customer receives a warm, helpful, engaging, and memorable shopping experience.
KEY RESPONSIBILITIES1. Customer Service & Shop-Floor Support
- Welcome customers warmly and professionally.
- Attend to customers promptly and provide personalized assistance.
- Understand customers’ needs, preferences, and budgets.
- Recommend suitable products and provide accurate information on prices, availability, features, and promotions.
- Assist customers throughout the buying process, from product selection to payment and collection.
- Handle customer enquiries, concerns, and complaints professionally.
- Build positive customer relationships and encourage repeat purchases and referrals.
- Maintain a clean, organized, and welcoming shop-floor environment.
2. Sales & Customer Conversion
- Proactively engage walk-in customers and identify sales opportunities.
- Apply effective sales techniques to convert enquiries into completed sales.
- Meet or exceed assigned sales targets.
- Upsell and cross-sell relevant products where appropriate.
- Follow up with prospective customers to support purchase decisions.
- Maintain strong knowledge of products, prices, promotions, and current offers.
- Communicate product benefits and value clearly and confidently.
- Support promotional campaigns and initiatives designed to increase sales.
3. Social Media & WhatsApp Sales
- Respond promptly and professionally to customer enquiries received through social media and WhatsApp.
- Monitor and respond to DMs, comments, messages, and product enquiries.
- Provide accurate information on products, prices, availability, payment, delivery, and collection.
- Convert online enquiries into sales where possible.
- Follow up on online leads and pending customer enquiries.
- Maintain the required brand tone and customer-service standards in all online communication.
- Escalate complex enquiries, complaints, or issues to the Brand Manager or Management.
- Maintain appropriate records of online enquiries, orders, and follow-ups.
4. POS & Sales Transactions
- Process customer purchases accurately using the Point-of-Sale (POS) system.
- Generate invoices, receipts, and other required transaction documents.
- Verify product quantities, prices, discounts, and payment details before completing transactions.
- Receive and accurately record approved payment methods.
- Ensure customers receive the correct products, invoices, and receipts.
- Process returns, exchanges, and adjustments in line with approved procedures.
- Maintain accurate daily sales and transaction records.
- Report payment, POS, pricing, or transaction discrepancies promptly.
5. Product Presentation & Shop-Floor Standards
- Ensure products are properly displayed, arranged, labelled, and easy to view.
- Maintain a clean, attractive, organized, and well-presented shop floor.
- Monitor product availability and report low-stock items.
- Ensure price tags, promotional displays, and marketing materials are accurate and properly positioned.
- Handle products carefully and maintain their presentation and condition.
- Support stock counts and report damaged, missing, or misplaced products.
6. Customer Follow-Up & Retention
- Follow up with customers regarding enquiries, pending orders, reservations, or requested products.
- Maintain professional communication with existing and prospective customers.
- Encourage repeat purchases, referrals, and customer loyalty.
- Record relevant customer preferences and feedback where required.
- Gather customer feedback and share useful insights with the Brand Manager.
- Support the development of a strong customer database and repeat-customer base.
7. Sales Reporting & Administration
- Prepare and submit daily or periodic sales reports as required.
- Maintain accurate records of walk-in enquiries, online enquiries, sales, and customer follow-ups.
- Support reconciliation of sales records, POS transactions, invoices, and receipts.
- Report sales performance, customer feedback, stock concerns, and operational issues.
- Ensure sales and customer-service activities are properly documented.
- Maintain confidentiality of customer, sales, pricing, and business information.
8. Teamwork & Operational Support
- Work closely with Management, Finance, Operations, Stores, Marketing, and other relevant teams.
- Support the smooth opening and closing of the shop in line with established procedures.
- Assist with stock checks, merchandising, product arrangement, and other shop-floor activities.
- Support product launches, promotional events, and customer-engagement activities.
- Carry out other reasonable duties assigned by Management.
- Contribute to a professional, collaborative, and results-driven work environment.
9. Professional Appearance & Brand Representation
- Maintain a neat, polished, and professional appearance at all times.
- Dress in accordance with the required dress code and brand standards.
- Represent the brand positively both in person and through online interactions.
- Demonstrate confidence, warmth, enthusiasm, and professionalism when dealing with customers.
- Remain calm and professional during busy periods or difficult customer interactions.
10. Integrity, Compliance & Confidentiality
- Conduct all sales and customer-service activities honestly and professionally.
- Follow approved pricing, discount, payment, refund, and transaction procedures.
- Do not make unauthorized promises, commitments, or price adjustments.
- Protect customer information and confidential business records.
- Report suspected fraud, theft, payment irregularities, or policy violations to Management.
- Comply with all company policies, procedures, and service standards.
REQUIRED QUALIFICATIONS & EXPERIENCE
- Bachelor’s degree, HND, or OND in Marketing, Business Administration, Sales, Communications, or a related field.
- 1–3 years’ relevant experience in retail sales, customer service, shop-floor sales, front-desk operations, social media sales, or a related role.
- Experience in a fashion, retail, beauty, lifestyle, showroom, or other consumer-facing business is an advantage.
- Experience using a POS system to process sales and generate invoices or receipts.
- Experience handling customer enquiries through WhatsApp and social media platforms.
- Good understanding of retail sales, customer engagement, and sales conversion techniques.
- Basic proficiency in Microsoft Office, social media platforms, and digital communication tools.
KEY COMPETENCIES
- Strong sales and customer-conversion skills
- Excellent customer-service and interpersonal skills
- Strong verbal and written communication
- Warm, friendly, confident, and approachable personality
- Good product presentation and persuasive selling ability
- Social media and digital communication skills
- Ability to manage WhatsApp and online customer enquiries
- POS and transaction-processing skills
- Good numerical ability and attention to detail
- Strong organizational and time-management skills
- Ability to multitask and manage walk-in and online customers
- Problem-solving and complaint-handling skills
- Ability to work under pressure and meet sales targets
- Proactive, energetic, and results-oriented approach
- Professional appearance and presentation
- High level of honesty, accountability, and integrity
- Ability to work independently and as part of a team
KEY PERFORMANCE INDICATORS (KPIs)
Performance will be measured based on:
- Sales Achievement: Meeting or exceeding assigned sales targets.
- Customer Conversion: Conversion of walk-in and online enquiries into completed sales.
- Customer Service: Quality, professionalism, and responsiveness of customer interactions.
- Online Response Time: Timely response to WhatsApp messages, DMs, comments, and enquiries.
- Transaction Accuracy: Accuracy of POS transactions, invoices, receipts, payments, and sales records.
- Customer Retention: Repeat purchases, referrals, and customer relationships.
- Product Knowledge: Accuracy and effectiveness of product recommendations.
- Shop-Floor Standards: Cleanliness, organization, merchandising, and product presentation.
- Reporting Accuracy: Completeness and accuracy of sales and customer-service reports.
- Professional Conduct: Compliance with policies, service standards, brand requirements, and ethical expectations.
REPORTING STRUCTURE
Reports To: Brand Manager
Works Closely With: Production, Operations, Finance, Stores, Marketing, and Management
Scope of Role: Responsible for shop-floor customer engagement, sales generation, online customer support, transaction processing, customer retention, product presentation, and professional brand representation.
PERSONAL ATTRIBUTES
The successful candidate should be:
- Friendly, warm, and customer-focused
- Confident, persuasive, and sales-oriented
- Energetic, proactive, and enthusiastic
- Well-spoken and professionally presented
- Neat, polished, and attentive to personal appearance
- Patient and respectful when dealing with customers
- Responsive and comfortable communicating online
- Social-media savvy and digitally confident
- Honest, trustworthy, and accountable
- Organized and detail-oriented
- Target-driven and results-focused
- Able to remain calm under pressure
- Able to manage multiple customers and tasks effectively
- A good listener and clear communicator
- Able to work independently and as part of a team
- Committed to excellent customer service and professional brand representation
