Customer Service Team Leader
Description

Job Summary

Provides leadership in the Customer Service Department by directing and managing the associates and activities of the Customer Service Department. Ensures excellent customer service to stimulate the growth of the business. Responsibilities include maintaining proper internal controls for all customer financial transactions, managing the Customer Service Desk (refunds, exchanges, product questions, customer complaints, feedback, etc.) and receiving and handling incoming phone calls to the store.  


Supervisory Responsibilities

Supervises Customer Service Supervisors  


Responsibilities

  • Promotes team work, coaches, develops and trains department associates; minimizes turnover, promotes efficiency, and controls labor costs.
  • Schedules associates according to labor budget and delegates work assignments effectively.
  • Ensures department has adequate staffing levels during all hours of operation.
  • Works in conjunction with Human Resources Department in the hiring, terminating and disciplining of associates.
  • Maintains accurate department records to ensure documentation of activities is available. 
  • Responsible for receiving and managing incoming phone calls to the store.
  • Assists customers with questions about our products, availability and location of them within the store.
  • Receives and forwards customer feedback (comment cards, complaints, suggestions, etc.) to the appropriate department and Store Manager.  
  • Manages background music in store to ensure appropriate genre and volume.
  • Ensures front entrance areas and common public areas such as walk ways, vestibules, and rest rooms (rest rooms: Solon only) are maintained by appropriate personnel so they are clean, neat and safe. 
  • Ensures sufficient quantity of grocery carts are available for customers; brings in grocery carts from parking lots as necessary.
  • Maintains proper internal controls for all customer financial transactions.  
  • Responsible for the balancing and reconciliation of all Cashier tills.
  • Verifies and audits cash controls according to established procedures to identify and prevent cash losses.
  • Works in conjunction with departments on special orders for customers.
  • Works in conjunction with departments in replenishment and merchandising displays in Front End check stand area.
  • Notifies Scanning Department of all scanning issues and concerns.
  • Responsible for handling loss prevention issues in accordance with company policies and legal requirements.
  • Follows established protocol and guidelines for opening and closing cash registers each day.
  • Notifies Store Director and/or Maintenance Associate of any equipment needing repair.
  • Maintains a safe and clean environment to ensure health code and OSHA requirements are met.
  • Analyzes customer and associate feedback to identify areas needing improvement and develops processes and/or procedures to address those issues in conjunction with the Store Director.
  • Performs duties of Customer Service staff as required.
  • Performs other duties as assigned.


Working Conditions

Works in a non-smoking, normal store environment where there is not physical discomfort due to temperature, dust, noise, etc.


Equipment Operated

  • Personal Computer  
  • Cash Register
  • Credit Card Terminals
  • Pricing Gun
  • Telephone
  • Adding machine Safe


Dimensions And Motivators

  • Action Oriented
  • Fair Conflict Management 
  • Listening
  • Patience
  • Verbal Communication 
  • Analysis & Decision-making
  • Attention to Detail
  • Managing Diversity
  • Coaching
  • Teamwork
  • Initiative
  • Delegation & Follow-up
  • Customer Service
  • Integrity & Trust
  • Planning & Organizing
  • Motivating Subordinates & Others
  • Professional Conduct


Requirements

Education And Experience (E = Essential D = Desired)

  • High school education or equivalent
  • At least 5 Customer Service experience.
  • At least 5 years supervisory experience


Knowledge, Skills, Abilities

  • Demonstrated ability to plan, organize, direct and control
  • Interpersonal skills
  • Basic computer skills using the windows operating system including internet, printing, and email
  • Basic usage of Microsoft Office Suite including Outlook, Word, and Excel
  • Excellent cash handling skills
  • General knowledge of store products


Physical Requirements

  • Bending
  • Standing
  • Communication (Verbal)
  • Carrying 30 lbs.
  • Reading
  • Walking
  • Hearing (Auditory)
  • Reaching
  • Telephone Usage
  • Lifting 30 lbs.
  • Writing
  • Grasping
  • Operating Equipment
  • Sight or Peripheral Vision


Salary Description
Starting at $38,480