Retail Supervisor

Retail Sales Supervisor

PAWLS | Puerto RicoFull-Time

Who We Are

PAWLS is a Puerto Rican pet wellness brand focused on helping dogs and cats live happier, healthier lives.

We specialize in pet wellness products and supplements designed to support everyday needs such as digestive health, skin and coat health, allergies and itching, dental care, joint support, calming, and overall wellness.

PAWLS operates both physical retail locations throughout Puerto Rico and a growing e-commerce business, serving customers in-store and online.

We are a fast-paced, growing company where retail, e-commerce, customer service, fulfillment, inventory, and sales all work together. Our team is passionate about pets, but we're equally focused on delivering an excellent customer experience and building a strong, results-driven retail operation.

Availability

Tuesday to Saturdays 8am-5pm

The Position

PAWLS is looking for a highly organized, proactive, and sales-driven Retail Sales Supervisor to lead our retail team and help drive the continued growth of our stores.

This is a hands-on leadership position. We're looking for someone who enjoys leading people, analyzing sales performance, solving problems, and finding new ways to increase revenue.

The primary goal of this position is simple: increase sales and ensure our retail team consistently meets or exceeds its sales goals while delivering excellent customer service.

What You'll Be Responsible For

Sales & Performance

* Lead the retail team toward daily, weekly, and monthly sales goals.
* Monitor sales performance by store and Sales Associate.
* Identify opportunities to increase sales, conversion, average order value, and products per transaction.
* Develop and implement strategies to improve sales performance.
* Coach associates on product knowledge, customer engagement, upselling, cross-selling, and closing sales.
* Clearly communicate sales goals and expectations to the team.
* Monitor progress throughout the day and take action when a store or employee is falling behind goal.
* Prepare regular sales and performance reports for management.
* Analyze results and recommend actionable strategies for continued growth.
* Take ownership of retail sales performance and results.

Team Leadership & Staffing

* Supervise and support Sales Associates across PAWLS retail locations.
* Create and manage employee schedules based on business and staffing needs.
* Conduct interviews and participate in hiring decisions.
* Onboard and train new employees.
* Continuously train existing employees on products, sales techniques, customer service, and company procedures.
* Monitor employee attendance, punctuality, productivity, and performance.
* Provide ongoing coaching, feedback, and accountability.
* Help create a motivated, professional, and results-oriented sales culture.

Customer Service

* Maintain a high standard of customer service across all PAWLS locations.
* Handle customer calls, emails, social media messages, questions, complaints, and claims.
* Resolve escalated customer situations professionally and efficiently.
* Follow up with customers when necessary to ensure issues are properly resolved.
* Help customers understand PAWLS products and identify products appropriate for their pets' needs.
* Ensure Sales Associates consistently provide knowledgeable, friendly, and efficient service.

E-Commerce & Order Fulfillment

* Oversee the processing and fulfillment of online orders.
* Print and organize incoming orders for fulfillment.
* Review customer information and shipping addresses for accuracy.
* Identify and correct incomplete or potentially incorrect shipping addresses before orders are dispatched.
* Print shipping labels.
* Ensure orders are packaged accurately and professionally.
* Monitor fulfillment workflow to ensure orders are processed on time.
* Resolve order and fulfillment issues when they arise.

Inventory & Shopify

* Monitor retail and online inventory using Shopify.
* Review inventory levels across locations.
* Identify products requiring replenishment.
* Help maintain accurate inventory counts.
* Investigate inventory discrepancies when necessary.
* Coordinate with Operations regarding inventory and restocking needs.
* Ensure stores have the appropriate inventory available to support sales goals.

Who We're Looking For

The ideal candidate is:

* Highly sales-driven and goal-oriented
* A strong leader who knows how to motivate and hold a team accountable
* Comfortable working with sales numbers, KPIs, and performance reports
* Highly organized and capable of managing multiple responsibilities
* Proactive and able to identify problems before they become larger issues
* Comfortable making decisions and solving problems independently
* Excellent at communicating with employees and customers
* Comfortable coaching employees to improve their sales performance
* Detail-oriented, particularly with inventory and online orders
* Professional, dependable, and consistent
* Comfortable working in a fast-paced retail and e-commerce environment
* Someone who genuinely enjoys working in a pet-focused business

Preferred Qualifications

* 2+ years of retail, sales, customer service, or supervisory experience
* Previous experience supervising or leading employees
* Proven experience working toward sales targets or KPIs
* Experience with Shopify or similar POS/e-commerce platforms preferred
* Experience with employee scheduling
* Experience interviewing, hiring, onboarding, and training employees
* Strong computer skills
* Strong verbal and written communication skills
* Bilingual Spanish/English preferred
* Pet industry experience is a plus, but not required

How Success Will Be Measured

This is a performance-focused leadership position. Key areas of accountability include:

* Achievement of daily, weekly, and monthly retail sales goals
* Overall sales growth
* Individual Sales Associate performance
* Average order value
* Products per transaction
* Customer service quality
* Team productivity and accountability
* Scheduling and staffing effectiveness
* Order fulfillment accuracy and speed
* Inventory accuracy
* Quality and consistency of management reporting

What Makes Someone Successful at PAWLS

We are not looking for someone who simply maintains the retail operation.

We want a supervisor who asks:

How can we sell more? How can the team perform better? What isn't working? What can we improve today?

A successful Retail Sales Supervisor at PAWLS can look at the numbers, identify an opportunity, develop a strategy, coach the team, execute the plan, and measure the results.

If you're competitive, organized, comfortable leading people, passionate about delivering great customer experiences, and motivated by achieving measurable sales results, we'd love to hear from you.

Apply with your résumé and relevant retail, sales, or leadership experience.

Pay: $***** per hour

Benefits:
* Employee discount
* Paid time off



Experience:
* Retail sales: 2 years (Required)

Shift availability:
* Day Shift (Preferred)
* Night Shift (Preferred)

Work Location: In person