Customer Service Lead

Harry Rosen Inc.; Mississauga; On-site; CAD 28,000 - 33,000; Full time

Benefits offered by this job

Team bonuses

Discounts

Flexible benefits

Pension and Group RRSP

Modern workplace

Career coaching

DEI Council

Internal growth & promotion

Job summary

Harry Rosen Inc. in Mississauga, Ontario, is seeking a Customer Service Lead to join our retail team.

You will lead and coach the customer service staff, train frontline team members, and model service excellence at the service desk across menswear departments. The successful candidate will have at least 2 years of client-facing retail experience, strong communication skills, and a focus on driving long-term loyalty and conversions through staff development.

Qualifications

• Minimum 2 years of retail experience in a client-facing role.
• Strong service orientation to wow customers.
• Focus on driving long-term customer loyalty and conversion through staff training.
• Experience across departments (sportswear, footwear, accessories, outerwear, tailored clothing).
• POS and Cash service experience.
• Strong communication and understanding of policies and procedures.

Responsibilities

• Focus on training and development of top Customer Service Representative team
• Provide day-to-day leadership to the customer service team
• Model customer service standards of excellence at the service desk
• Provide coaching support to ensure POS policy and procedure standards
• Support policy and procedures standards in line with our Core Values in ensuring a consistent and high-quality customer service experience
• Maintain supplies and resources at service desks
• Support accurate and timely markdowns, and restyles
• A welcoming and inclusive mindset, and a passion for emulating and upholding our core values

Skills

People leadership

Customer service

Training & coaching

Communication skills

Tools

POS systems

Cash handling

Job description

Customer Service Lead - RETAIL Full Time Permanent Heartland Town Centre Mississauga, Ontario

Your Style, Your Career Harry Rosen is a proudly Canadian born and raised retailer of fine quality menswear with store locations across the nation. We have been specializing in luxury menswear for over 70 years and have been officially recognized as one of Canada’s Best Managed Companies. We are committed to developing retail professionals who love retail and have the passion and ability to inspire exceptional service.

We are looking for a Customer Service Lead to join our Store team. In this role you’ll be responsible for:

• Focus on training and development of top Customer Service Representative team
• Provide day-to-day leadership to the customer service team
• Model customer service standards of excellence are demonstrated at the service desk
• Provide coaching support to ensure POS policy and procedure standards
• Support policy and procedures standards in line with our Core Values in ensuring a consistent and high-quality customer service experience
• Maintain supplies and resources at service desks
• Support accurate and timely markdowns, and restyles
• A welcoming and inclusive mindset, and a passion for emulating and upholding our core values

Successful candidate will require:

• A minimum of 2 years of retail experience in a client facing role, with capacity in managing a small team
• A strong service orientation – a demonstrated desire to wow our customers!
• A focus on driving long-term customer loyalty and conversion by training team on elevating both the in-store and online customer experience
• Our menswear retail environment includes working within various departments such as sportswear, footwear, accessories, outerwear, tailored clothing and made-to-measure. Experience in the retail industry is preferred.
• Service Desk Leaders, POS and Cash Service experience
• Strong communication skills and a keen understanding of policies and procedures, individually and through one’s team

What are the perks of the job?

• Opportunities to additionally earn monthly and annual Team bonuses
• Best in industry discounts and special purchase opportunities
• A comprehensive flexible benefits package
• Pension and Group RRSP Programs that grow with you
• A modern, digitally advanced workplace
• A coach committed to supporting the achievement of your personal career goals
• A culture that is rich and diverse fostered through an internal Diversity Equity and Inclusion Council
• An employer that values internal growth and promotion and is committed to succession planning for your future

Compensation: $20.00/hr + bonus

We thank you for your interest in this opportunity.

Harry Rosen Inc. is committed to ensuring that our environment is barrier-free to all persons, employees, and clients alike, as we believe in equal opportunity and fostering a diverse and inclusive environment. In the spirit of this philosophy, we are committed to providing reasonable accommodations to all applicants with accommodation needs in the interview and assessment process. If you need assistance during the selection process, please contact us at [e-mail] with details.

Join Harry Rosen, Canada’s leading premium menswear retailer since 1954, recognized as one of the 100 Best Managed Companies. Be part of a team that values innovation, excellence, and style, and shape the future of luxury menswear with us.