Customer Service Lead - Heartland Town Centre

Brobston Group; Mississauga; On-site; CAD 23,000 - 32,000; Full time

Benefits offered by this job

Team bonuses

Discounts and special purchase options

Flexible benefits package

Pension and Group RRSP programs

Modern, digitally advanced workplace

Career development support

Diversity Equity & Inclusion Council

Internal growth and succession plans

Job summary

Harry Rosen Inc. in Mississauga, Ontario is seeking a Customer Service Lead to guide the store's customer service team. You will train staff, model service standards, coach on POS policies and ensure policy compliance while maintaining desk supplies and supporting restyles.

The role emphasizes developing top performers, driving loyalty, and delivering exceptional in-store and online experiences in a luxury menswear environment.

Qualifications

• 2+ years of retail experience in a client-facing role.

Responsibilities

• Lead day-to-day customer service team at the service desk
• Train and develop Customer Service Representatives
• Model service standards of excellence
• Coach staff on POS policies and procedures
• Ensure store policies align with core values
• Maintain supplies at service desks
• Support markdowns and restyles
• Promote inclusive, welcoming customer experience

Skills

Customer service excellence

Team leadership

Communication skills

Training & coaching

Tools

POS system

Cash handling

Job description

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.

Customer Service Lead - RETAIL

Full Time Permanent

Heartland Town Centre

Mississauga, Ontario

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.