Customer Service Lead

Mills Fleet Farm e-Commerce Enterprises, LLC; West Bend (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

Mills Fleet Farm is seeking a Customer Service Team Lead to supervise Front End operations, including Customer Service, cashier duties, cart retrieval, and front-end housekeeping. The role emphasizes coaching to achieve Best in Class service, performing daily cashier observations, and supporting service desk and cash office activities.

The position involves overseeing returns, rain checks, tobacco sales, BOPIS, inventory management, and ensuring lanes are efficient.

Qualifications

• High school diploma or GED required or preferred.
• Ability to work flexible schedule including days, nights, weekends and holidays.
• 2 years of retail management or supervisory experience preferred.
• Proven ability to lead, coach and build relationships in a fast-changing environment.
• Demonstrated ability to multi-task and adapt quickly to changing needs.
• Comfortable communicating and conducting training.

Responsibilities

• Oversee Front End operations, including Customer Service, Cashier activities, cart retrieval and front-end housekeeping.
• Coach and model best-in-class customer service, set expectations for the team.
• Conduct daily cashier observations to ensure consistency and efficiency of service.
• Manage the service desk and cash office operations and related activities.
• Handle returns, rain checks, tobacco sales and Buy Online Pick Up In Store pickups.
• Oversee customer service supply ordering and inventory management.
• Maintain efficient cash register lanes and timely cart retrieval.
• Ensure restrooms and customer areas are clean and maintained.
• Make final decisions on cashier empowerment and lane calls, including coaching and training guidelines.
• Promote Fleet Farm loyalty programs and other company initiatives.

Skills

Customer service leadership

Coaching

Retail operations

Cash handling

Education

High School Diploma or GED

Tools

POS system

Job description

Description

Do you enjoy serving customers, mentoring others, and impacting processes to ensure customers are receiving the best possible service? Do you have a positive attitude and love interacting with people? If so, this opportunity is for you!

The Customer Service Team Lead is responsible for overseeing Front End operations, including all Customer Service, Cashier activities, cart retrieval, and front-end housekeeping.

Job duties:

• Through coaching and modeling, the Customer Service Team Lead will set, lead, and coach Best in Class expectations for customer servic
• Responsible to conduct daily cashier observations to ensure consistency and efficiency of customer service processe
• Be on the move, checking with Cashiers to see if they’re experiencing any challenges and give them a helping hand to keep the lines movi
• Responsible for managing the customer service desk and cash office operation
• Conduct any cash office activities and outside cash handling improvement
• Assist with all service desk activities, including accepting returns, issuing rain checks, sales of tobacco, and pickups of Buy Online Pick up In Store order
• Responsible for customer service supply ordering and inventor
• Ensure cash register lanes never get more than 3 customers
• Ensure timely retrieval of shopping cart
• Ensure that restrooms and customer service areas are properly maintai
• Acts a final decision maker on cashier empowerment and lane call inquiries, including coaching, teaching, and training guideline
• Positive promotion of Fleet Farm customer loyalty program, credit card, and other company initiatives.

Job Requirements and Education:

• High School Diploma or GED preferred.
• Ability to work a flexible schedule, including days, nights, weekends, and holidays is required.
• 2 years of retail management or supervisory experience preferred.
• Proven ability to lead, coach, and build relationships in a fast changing environment.
• Must be able to direct and motivate a diverse population that includes full-time and part-time Team Members.
• Demonstrated ability to act decisively and implement solutions.
• Demonstrated ability to multi-task; ability to respond flexibly in quick changing environment.
• Be comfortable communicating and conducting training.

Fleet Farm is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, gender, ethnicity, religious creed or belief, national origin, ancestry, age, physical or mental disability, sexual orientation, genetic information, citizenship status, military or veteran status, pregnancy, or any other status protected by federal, state or local law. Upon request and consistent with applicable laws, Fleet Farm will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.