Customer Experience Supervisor I - Woodbridge Ctr

JCPenney; Port Reading (NJ); On-site; USD 31,684 - 38,572; Full time

Job summary

JCPenney is seeking a Customer Experience Supervisor I to drive profitable sales growth by coaching associates, delivering company training initiatives, and leading checkout experience strategies.

You will model exceptional customer service, manage staffing for peak times using POS and satellite stations, monitor performance metrics, and partner with store leadership to achieve iCAP goals while ensuring a safe, welcoming shopping environment for customers and associates alike.

Qualifications

• Experience coaching and supervising retail associates.
• Strong customer service and sales focus.
• Ability to train staff on checkout processes and POS systems.

Responsibilities

• Lead customer service activities and drive sales.
• Train and mentor cashiers on checkout procedures.
• Shift resources to checkouts to reduce wait times.
• Coordinate hiring and onboarding for store staff.
• Support iCAP and safety initiatives.

Skills

Customer service

Leadership

Coaching

Training

Retail sales

Tools

POS system

Mobile POS

Job description

General Description

As the Customer Experience Supervisor I - You are accountable for driving profitable sales growth by leading and engaging associates, coaching associates on customer service, leading company training initiatives and delivering company checkout experience strategies.

Primary Responsibilities

• Customer Service & Sales - Acts as a role model for the Manager on Duty program while directing customer service activities throughout the store. Models and holds team accountable for outstanding customer service. Greets and assists customers in finding products and partners with other team members when additional help is needed. Actively listens to customer issues to resolve problems. Maximizes sales and service by ensuring staff is scheduled appropriately, and by managing FIND more, credit, rewards and gift card programs.
• Cashier Performance - Trains, mentors and coaches all cashier associates on checkout procedures to ensure outstanding service behaviors are consistently exhibited. Regularly observes and ensures associates consistently follow and implement checkout experience processes. Monitors associate efficiency by utilizing Point of Sale productivity metrics.
• Line Management and Checkout Standards - Proactively shifts resources to checkouts based on observed fluctuations in store traffic. Reduces wait times during peak traffic periods by utilizing Mobile Point of Sale, Satellite Registers and Expeditor stations. Partners appropriately to stock all impulse futures and to identify checkout supply needs.
• Human Resources / People Management - Creates and monitors the store's open requisitions and routes qualified applicants to the appropriate hiring manager. Coordinates the interview Talent Tryout process. Schedules and coordinates new hire orientations and training and administers ongoing associate training. Partners with the Sales Floor Supervisor and General Manager on training compliance. Reviews schedules and makes productive edits to further optimize resources.
• Performance Standards - Supportive of company shrink and safety initiatives. Meets established performance standards for the role on a consistent basis, including (but not limited to) the company's iCAP (Credit) program, product and service sales, customer service, profit, productivity, and attendance.

Core Competencies

Embraces a Growth Mindset: Proposes and initiates actions on new ideas that improve our product, stores or practices. Will listen to ideas and suggestions and apply ideas when appropriate, champion new initiatives. Encourages others and themselves to stretch beyond current capabilities. Willing to be a catalyst for change by challenging the status quo and motivating others to make improvements. Uses the growth mindset by seeing change as an opportunity to learn and grow.

Think Critically: Demonstrates business and functional expertise and stays current with developments in the retail industry; applies learning to drive company goals. Gathers necessary information to fully understand the scope of the problem; applies critical thinking to develop options, identify assumptions and consider impacts. Uses fact‑based analysis to guide decision‑making; summarizes analysis clearly and succinctly and recommends a course of action.

Demonstrates Leadership: Creates an environment that fosters teamwork, recognizes others' accomplishments and respects and values differences in the workplace. Requires high personal and team performance standards, leads by example and motivates others to perform at a higher level. Gives and is open to constructive performance feedback; holds self and others accountable for performance and actions. Creates a culture of development by coaching and teaching others. Aligns goals, processes, and culture to create momentum and champion a One Team approach.

Takes Accountability: Takes responsibility for excellent customer experiences and reliably delivers solutions that meet customer needs. Builds relationships by showing consideration for the perspectives of others, listening first before drawing conclusions. Develops positive and inclusive relationships across the organization.

Implements with Excellence: Develops and prioritizes short and long‑range plans that are comprehensive, realistic, and effective in meeting company goals. Implements project plans that are well‑organized and efficient, seeks feedback and takes needed action. Demonstrates the ability to effectively delegate work and communicates plans and expectations to others.

Drives Results: Demonstrates a sense of urgency to act decisively and quickly. Establishes aggressive goals and takes appropriate risks to achieve results. Shows confidence when challenged and will do the right thing even when it’s hard. Strives to achieve excellent results by creating a culture of continuous improvement.

Benefits

If eligible, we offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, and 401(k) with company match. All associates are eligible for an associate discount on JCPenney merchandise. For paid holidays, associates who are eligible for paid vacation (MTO) are also eligible for eight paid holidays during the calendar year. All store hourly associates scheduled to work on a designated holiday will receive additional compensation. For paid vacation days and eligibility requirements for other benefits, please visit www.catalystbrandsbenefits.com.

About JCPenney

JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the Company's product assortment meets customers' everyday needs and helps them commemorate every special occasion with style, quality, and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty, and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when, and how they want to shop — from jcp.com to more than 650 stores in the U.S. and Puerto Rico. In 2022, JCPenney celebrated 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement.

Pay Range

USD $23.00/Hr – USD $28.75/Hr.