Customer Experience Lead

ADP, Inc.; Chicago (IL); On-site; USD 32,000 - 42,000; Full time

Job summary

ADP, Inc. is seeking a supervisor to maintain exceptional customer experiences in a high-volume retail environment. You will greet customers, handle returns, and ensure accurate POS transactions while leading and training cashiers.

The role emphasizes cash handling, scheduling, and cross-functional collaboration to uphold service standards. Candidates should be organized, proactive, and capable of adapting to changing store needs.

Qualifications

• Experience in delivering outstanding customer service.
• Ability to train and cross-train cashiers and associates.
• Strong communication and organizational skills.

Responsibilities

• Greet and assist customers, maintaining high service standards.
• Oversee and authorize customer returns, exchanges, and store credits; complete POS transactions.
• Train new cashiers and cross-train team members as needed.
• Manage sales floor cleanliness and stock levels throughout the day.
• Handle cash office tasks including deposits and till reconciliation.
• Schedule and supervise cashiers; communicate performance issues to management.
• Maintain consistent customer service and adapt to high-volume retail.

Skills

Customer service

Cash handling

Staff training

Scheduling

POS systems

Merchandising

Communication

Tools

POS system

Job description

Basic Function: The CEL is responsible for maintaining the Customer Experience per the company standards. This position ensures that all front end, sales floor, and maintenance team members are effective at their basic job functions.

Essential Duties and Responsibilities:

• Ensure that each customer receives outstanding customer experience by providing a customer friendly environment which includes greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other components of customer service.
• Oversees and authorizes customer returns, exchanges, merchandise credits; assures the completion of all POS transactions and the proper control of all cash and promotional coupon booklet at the POS registers according to Company policies and procedures.
• Responsible for assisting in training of new cashiers and cross training of other associates.
• Effectively manages the sales floor to maintain a high level of cleanliness and in stocks throughout the day.
• Responsible for all cash office procedures, which includes deposits, reconciliation of tills, change orders.
• Oversees the productivity, breaks and daily scheduling of all cashiers and communicates performance issues to management.
• Maintain the highest level of customer service at all times.
• Ability to adapt to the ever changing high volume retail while working in a cross-functional team environment.
• Must have the capacity to take initiative when problems arise.
• Flexibility to adapt in a variety of situations.
• Ability to lead, delegate and motivate staff.
• Ability to process information/merchandise through computer system and POS register system.
• Excellent written communication and documentation skills.
• Excellent verbal communication and interpersonal skills for dealing cross functionally with peers and management.
• Ability to multitask and have excellent organizational skills is essential.
• Must be able to support and contribute to team goals.
• Ability to work varied hours/days as business dictates.
• Ability to read, count and write to accurately complete all documentation.