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Retail Operations, #79110
Occupational Family: Trades and Operations
Pay Band Range: 2 - 5
Concept of Work
This Career Group provides career
tracks for retail sales specialists
and sales managers
that perform the full range of retail functions, with emphasis on quality
customer service with the general public and ensure that purchasers of
merchandise and services are in compliance with the Code of Virginia,
as applicable. Positions range from entry to management levels.
Roles Comprising This Group
These roles describe the collective
characteristics of the work performed by employees in the Retail
Operations Career Group. The roles define the
typical career paths for employees who pursue careers in this field. Since
a role represents different levels of work, or career progression, career
paths may exist within a single role, extend to other roles in the Career
Group, or to roles in other occupationally related Career Groups.
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PAY BAND
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PRACTITIONER ROLES
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ROLE CODE
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MANAGEMENT ROLES
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ROLE CODE
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2
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Retail Specialist I
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79111
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3
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Retail Specialist II
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79112
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Retail Manager I
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79113
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4
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Retail Manager II
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79114
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5
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Retail Manager III
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79115
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Role Descriptions
These roles are distinguished based upon the Compensable
Factors of Complexity, Results, and Accountability and are used for position
classification. These factors should be used for classification and compensation
analysis. Recruitment and selection standards must be based on knowledge,
skills, and abilities as indicated in the Employee Work Profile.
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Retail Specialist I
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Code: 79111
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Pay Band: 2
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SOC: 41-2000*
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The Retail
Specialist I role provides a career track for
the retail sales person performing
entry level to advanced level functions involving the sale of merchandise
and services. Customer service with the general public ranges from general
customer assistance to using detail product knowledge and merchandising
displays to advise customers on appropriate purchases.
Retail Specialist I
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COMPLEXITY
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- Duties range from manual to computerized processes.
- Responsibilities are well defined but require some degree of
judgment in determining the needs of the customer.
- Applies basic skills in procedures, techniques, and operation
of manual and computerized equipment.
- Frequent external contacts with customers to provide retail
services and with vendors concerning merchandise.
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RESULTS
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- Effective customer service with the general public and accurate
sales of merchandise and services result in increased revenues.
- Sales of merchandise and services not in compliance with the
Code of Virginia, as applicable, could impact public safety
and well being.
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ACCOUNTABILITY
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- Refers non-routine questions and problems to higher levels of
authority.
- Works with some independence within established policies and
procedures.
- Operates cash registers to receive payments in the form of credit/debit
card, check or cash.
- Arranges displays, and conducts physical inventories of the
stock room and sales area.
- Implements security procedure and prepares and maintains reports
and records.
- Some positions may be requested to temporarily manage a retail
outlet in absence of the manager.
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These two roles provide a dual career track for the
retail specialists.
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Retail Specialist II
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Code: 79112
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Pay Band: 3
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SOC: 41-1011*
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Retail Manager I
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Code: 79113
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Pay Band: 3
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SOC: 11-2022*
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The Retail
Specialist II role provides career tracks for
supervisors and assistants to managers. Responsibilities involve the supervision
of a small retail outlet or assisting the manager of a larger retail outlet
to sell merchandise and services. Supervisors and assistant managers perform
the same or similar duties of the subordinates they supervise. May perform
other administrative duties including procurement of merchandise, mail
order and shipment of merchandise and providing input concerning staffing
and other human resource issues.
Retail Specialist II
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COMPLEXITY
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- Duties involve supervision of specialists performing work ranging
from manual to computerized processes.
- Applies working skill in procedures, techniques, and manual
and computerized equipment operation, and in financial data reporting.
- Applies knowledge of supervisory principles and practices.
- Frequent external contacts with customers to provide retail
services and with vendors concerning merchandise.
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RESULTS
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- Effective supervision of subordinates involved in quality customer
service with the general public and accurate sales of merchandise
and services result in increased revenues.
- Sales of merchandise and services not in compliance with the
Code of Virginia, as applicable, could impact public safety
and well being.
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ACCOUNTABILITY
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- Refers questions concerning significant changes or deviation
from policy and procedure to management.
- Works with independence within established polices and procedures.
- Supervises or leads subordinates in performing routine retail
assignments.
- Trains or assists manager in training employees on retail operations,
customer services, and changes to policy and procedures.
- Assumes full management responsibility in the absence of the
manager.
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The Retail
Manager I role provides a career track for managers
of retail functions involving the management
of a retail outlet to sell merchandise and services. Managers plan and
direct retail operations, often delegate daily operational activities
to subordinate supervisors and staff, and perform daily retail activities
as needed. May manage one or more small remote retail outlets in addition
to primary retail outlet.
Retail Manager I
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COMPLEXITY
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- Duties involve the supervision of retail operations
- Responsibilities require judgment to resolve a variety of issues
and problems.
- Applies knowledge of retail management and planning.
- Frequent external contacts with customers to provide retail
services and with vendors concerning merchandise.
- Receives and resolves customer complaints, and issues refunds
and buy-backs in accordance with established policy.
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RESULTS
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- Effective management of subordinate supervisors and staff involved
in quality customer service with the general public and accurate
sales of merchandise and services result in meeting increased
revenue projections.
- Sales of merchandise and services not in compliance with the
Code of Virginia could impact public safety and well being.
- Ensures proper budget projections.
- Ensures proper storage and rotation of stock.
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ACCOUNTABILITY
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- Manages and assists staff with significant questions and issues.
- Independently resolves daily retail operational issues.
- Manages subordinates in performing retail assignments.
- Identifies merchandise needs, stocking levels, vendors and procuring
stock, prices and mark-ups.
- Monitors inventory and cash controls.
- Completes financial/inventory and other retail reports.
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Retail Manager II
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Code: 79114
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Pay Band: 4
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SOC: 11-2022*
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The Retail
Manager II role
is for managers
that plan and direct large-scale retail operations, delegate daily operational
activities to subordinate supervisors and managers. May manage one or
more remote retail outlets or a dual operation of a separate special purpose
facility at the same location in addition to a primary retail outlet.
Retail Manager II
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COMPLEXITY
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- Manages large retail operation with staff performing manual
to computerized processes.
- Responsibilities involve judgment to resolve a variety of management
issues.
- Applies knowledge in the planning and management of a large-scale
retail operation.
- Maintains inventory levels that maximize inventory turns and
the store’s return on investment.
- Establishes an inventory of core products and ensures that these
items remain in stock at all times.
- Merchandises the stores (or store departments) to include store
layout and the creation of attractive displays.
- Frequent external contacts with customers to provide retail
services, market and sell merchandise at trade shows, and to resolve
complaints, and with vendors concerning merchandise.
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RESULTS
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- Effective management of subordinate managers, supervisors and
large staff involved in quality external customer service with
the general public and accurate sales of merchandise and services
result in meeting increased revenues projections.
- Sales of merchandise and services not in compliance with the
Code of Virginia could impact public safety and well being.
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ACCOUNTABILITY
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- Uses considerable knowledge of large-scale retail management
and operational planning to direct and assist a large staff with
significant questions and issues.
- Works with independence and resolves most retail operational
issues.
- Manages subordinates with large staff in performing all retail
assignments.
- Maintains detailed cash accounting and inventory records.
- Directs the development of large-scale merchandising and marketing
efforts.
- Exercises independent judgment concerning the selection of vendors,
merchandise and, when applicable, the imprint design of merchandise
for resale.
- Creates, schedules, and executes a sales plan to include promotional
dates for selected product, oversight of promotional advertising
and of store set-up.
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Retail Manager III
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Code: 79115
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Pay Band: 5
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SOC: 11-2022*
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The Retail
Manager III role provides a career track for
managers
performing administrative and managerial duties in directing a multi-facility
retail outlet operations in colleges or universities; or in directing
a number of regionally dispersed and statewide remote small to large-scale
retail outlets or a dual operation of a separate special purpose retail
outlet at the same location in addition to a primary retail outlet. Duties
range from planning and directing to recommending opening, relocating
or updating outlets, to applying and maintaining policies and procedures.
Retail Manager III
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COMPLEXITY
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- Manages multi-facilities operations.
- Responsibilities require resolution a variety of issues, involving
people, resources and sales programs.
- Applies knowledge of planning and management to large-scale
retail operations.
- Frequent external contacts with customers to provide retail
services and to resolve complaints, and with vendors concerning
merchandise.
- Investigates and reports robberies, break-ins and shoplifting
at retail outlets and ensures compliance with federal and state
statutes and regulations.
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RESULTS
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- Effective management of a number of subordinate managers and
large staff in multi-facilities and regionally dispersed facilities
that are involved in quality external customer service with the
general public and accurate sales of merchandise and services
result in meeting increased revenues projections.
- Sales of merchandise and services not in compliance with the
Code of Virginia could impact public safety and well being.
- Implements property management to maintain assigned capital
and leased facilities.
- Ensures implementation of network database management and the
proper interfacing with warehouse distribution software applications.
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ACCOUNTABILITY
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- Uses comprehensive knowledge of large-scale multi-facility or
regionally dispersed retail management and operational planning
to direct and assist a large staff with the most significant questions
and issues.
- Works with considerable independence and resolves most retail
operational issues.
- Directs subordinate managers involved in managing assignments.
- Responds to emergency and takes appropriate action depending
on the situation.
- Audits large complex sales transactions involving cash, checks,
debit and credit card activities.
- Prepares financial and status reports.
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*Statistical Reporting
This Career Group includes, but is not limited to the
following Standard Occupational Classifications:
| 41-0000 |
Sales & Related Occupations |
| 41-2000 |
Retail Sales Workers |
| 41-2010 |
Cashiers |
| 41-2020 |
Counter & Rental Clerks &
Parts Salespersons |
| 41-1011 |
First Line Supervisors/Managers of
Retail Sales Workers |
| 11-2022 |
Sales Managers |
New Effective Date: 11/01/01
History
Previous class titles (listed by new role title).
Retail Specialist I
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CLASS CODE
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CLASS TITLE
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GRADE
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13031
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Store Clerk
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4
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13032
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Store Clerk Senior
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5
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Retail Specialist II
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CLASS CODE
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CLASS TITLE
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GRADE
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13033
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Store Operations Supervisor
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6
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25081
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ABC Store Manager Assistant A
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6
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25082
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ABC Store Manager Assistant B
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7
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Retail Manager I
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CLASS CODE
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CLASS TITLE
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GRADE
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13034
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Store Operations Manager
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8
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25083
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ABC Store Manager A
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8
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Retail Manager II
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CLASS CODE
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CLASS TITLE
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GRADE
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25084
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ABC Store Manager B
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9
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13017
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University Retail Operations Manager A
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11
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Retail Manager III
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CLASS CODE
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CLASS TITLE
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GRADE
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13018
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University Retail Operations Manager B
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13
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