Crewmember

Position: Crewmember 
Department: Tim Hortons
Location: Massena, NY
Status: Part-Time | Non-Exempt
Reports to: Tim Hortons Manager

Company Overview
Tarbell Management Group (TMG) is a proud Mohawk family-owned enterprise dedicated to its 
mission of “empowering economic sovereignty for Tribal Nations and trusted partners”. TMG 
has grown from a small local business into a diversified organization serving Indian Country and 
beyond, with operations spanning petroleum wholesale and transportation, convenience and 
restaurant services, tobacco manufacturing, brand management and national distribution and 
shared services.

Our Core Values:
TMG offers a competitive total rewards package that includes medical, dental, and vision coverage, 
a 401(k) with company match, paid time off, telemedicine access, optional Aflac coverage, and 
other employee benefits that support work-life balance and well-being.

JOB SUMMARY:

In the role of a Tim Hortons crew member, your primary objective is to prioritize customer service. Collaboration with your team is essential, and you should be available to work any shift any day. You will be trained on a computer-based system to facilitate all product builds. Your responsibilities will include maintaining cleanliness and stocking the front counter and drive-thru area, as well as processing customer orders and handling cash through an in-house POS system.

ESSENTIAL JOB FUNCTIONS

Customer Service

·Demonstrates that customer service is his/her number one priority.

·Makes a positive first impression: smiles, makes eye contact, maintains a positive tone of voice and says thank you.

·Responds to customers in a friendly manner with an appropriate sense of urgency.

·Suggest products, combos, or sizes appropriately.

·Resolves customer concerns and complaints in a friendly manner.

·Keeps the front counter/drive-thru area clean, stocked, and ready for rush periods.

·Follows proper order-taking and cash procedures (using an in-house POS system)

Policies & Procedures

·Follows all store policies and procedures (e.g. cash handling procedures, hand washing, back door policy, break policy, injury & illness reporting policy)

·Reports all accidents, unsafe conditions, and security incidents to management.

·Maintains a neat, clean, and professional appearance.

·Follows all production policies and procedures consistently (glaze, pastries, etc.)

·Only operates equipment if properly trained and by applicable laws.

·Arrives at the store at the scheduled time and prepares to work. Follows all break/meal period rules, minimizes absences/tardiness, and follows all applicable call-in/call-off procedures.

Operations

·Always follow Tim Hortons standards and guidelines when preparing products for our customers.

·Always record coffee times on the pots and discard expired coffee.

·Prepares soups, sandwiches, bagels, and accompaniments as required, following the order monitor to ensure the accuracy of each order.

·Minimizes food waste and ensures freshness by making smaller quantities of food more often throughout the day and records baked items and waste on the production sheet.

·Responds to showcase needs with an appropriate sense of urgency.

·Adheres to product shelf life and minimum quantity standards.

·Receives deliveries and ensures that the temperature, quality, and dates of the received products are correct.

·Supports a clean dining/baking environment through regular clean-up.

·Regularly takes temperatures of the required product, fridges, and freezer and records information in the Time & Temperature Log

·Follows proper hand washing techniques and all sanitation guidelines.

Teamwork

·Works together with our team members, demonstrating proficient interpersonal skills, to provide the best possible service to our customers.

·Displays and maintains positive behaviors toward job and company.

·Helps to create a positive, harassment-free, and discrimination-free work environment.

·Reacts positively when asked to perform a special task or assignment.

SUCCESS FACTORS
We will know the Crew Member is successful when:

·They project a professional, friendly, and conservative image by following the Tim Hortons uniform.

·Computer-based training has been completed 100%

·Individual follows the attendance policy as outlined in the Associate Handbook

·They can provide proper product builds.

·They are observed upselling.

BEHAVIORAL CHARACTERISTICS

·Must have exceptional interpersonal and communication skills.

·Must have the ability to interact with all levels of employees and customers directly and over the phone.

·Must consistently positively represent Tim Hortons and TMG.

·Must be respectful of professional boundaries.

QUALIFICATIONS

·Previous customer service/baking experience is considered an asset.

·Reliability and ability to work flexible hours.

·Strong communication and interpersonal skills

·Ability to adhere to policies/procedures/standards (written and oral)

·Able to operate effectively as part of a team in a fast-paced environment.

·Ability to make correct changes (basic mathematical skills)

POSTURAL & PHYSICAL DEMAND REQUIREMENTS

·Frequent reaching above waist, chest, and shoulder level as well as below waist level

·Frequent to continuous need for manual dexterity of both hands (handling, gripping, fine finger controls, etc.,)

·Continuous standing on tiled surfaces for all tasks

·Frequent hip flexion while walking for all tasks.

·Frequent lifting of boxes of supplies / Products weighing from <5 – 50 lbs. vertically from floor to knuckle height.

·Occasional lifting of milk crates weighing between 5 – 30 lbs. vertically from floor to knuckle height, knuckle to shoulder height, or from fridge to counter height.

·Frequent exposure to cold/ below freezing and high heat temperatures (walk-in refrigerator and freezers, ovens)