Front-End Customer Service Lead — Coaching & Operations

Mills Fleet Farm e-Commerce Enterprises, LLC; Marshfield (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

Fleet Farm is seeking a Customer Service Team Lead in Marshfield, WI to oversee Front End operations, cashier activities, and front-end housekeeping. You will coach, model Best in Class customer service and drive improvements in daily processes.

The role requires leadership, ability to motivate a diverse team, and experience in retail management. You will conduct cashier observations, support service desk activities, and promote Fleet Farm loyalty programs.

Qualifications

• 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.

Responsibilities

• Through coaching and modeling, the Customer Service Team Lead will set, lead, and coach Best in Class expectations for customer service.
• Responsible to conduct daily cashier observations to ensure consistency and efficiency of customer service processes.
• 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 moving.
• 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 inventory.
• 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 maintained.
• 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.

Skills

Leadership

Coaching

Customer service

Training

Education

High School Diploma or GED

Job description

Fleet Farm is seeking a Customer Service Team Lead in Marshfield, WI to oversee Front End operations, cashier activities, and front-end housekeeping. You will coach, model Best in Class customer service and drive improvements in daily processes.

The role requires leadership, ability to motivate a diverse team, and experience in retail management. You will conduct cashier observations, support service desk activities, and promote Fleet Farm loyalty programs.