Retail Customer Service Supervisor

PetSmart; Collierville (TN); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Retail Customer Service Supervisor to enhance the pet parent experience. This role involves leading associates, managing store operations, and ensuring customer satisfaction while upholding the company's values. The ideal candidate will have a strong background in retail with leadership experience, and a passion for pets. Join a team that values diversity and the unique perspectives of its associates, while providing opportunities for growth and development. If you are ready to make a meaningful impact and thrive in a dynamic environment, this position is perfect for you.

Benefits

Health benefits: medical, dental, vision

401k

Tuition assistance

Associate discounts and perks

Paid time off for fulltime associates

Career pathing

Development opportunities

Qualifications

• Minimum 2 years retail experience in a customer-focused environment.
• Leadership experience preferred with strong communication skills.

Responsibilities

• Facilitates associate experience and supports development including training.
• Ensures a positive pet parent experience and manages live pet sales.

Skills

Customer Service

Leadership

Communication

Organizational Skills

Problem Solving

Education

High School Diploma

Retail Management Experience

Tools

Computer Applications

Job description

Join to apply for the Retail Customer Service Supervisor role at PetSmart.

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Join to apply for the Retail Customer Service Supervisor role at PetSmart.

About Life At PetSmart

At PetSmart, we’re more than just a company obsessed with pets; we’re obsessed with our people too. Our values are rooted in unconditional love—a lesson we learn from our pets—and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our furry, scaled, and feathery friends while enjoying a work experience that celebrates them as their authentic selves.

Benefits That Benefit You

• Paid weekly
• Full-time hours
• Health benefits: medical, dental, vision
• 401k
• Tuition assistance
• Associate discounts and perks
• Paid time off for fulltime associates
• Career pathing
• Development opportunities

Job Summary

PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role is expected to drive the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. This role has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement.

Essential Responsibilities

Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs:

People Leadership

• Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, coaching, performance reviews, disciplinary actions, and promotions.
• Validates completion of operational messages and engagement videos.
• Supports various services when the Experience Leader is unavailable.
• Delegates and verifies completion of daily tasks.
• Leads and directs associates as the Leader on Duty.
• Addresses and manages associate complaints and grievances.
• Recognizes and celebrates associates to boost engagement.

Brand Integrity and Store Experience

• Ensures a positive pet parent experience in person, over the phone, or online, and responds to concerns.
• Coordinates store events and marketing initiatives like Adoptions, Vet partnerships, and Shot Clinics.
• Manages live pet sales and adoptions.
• Supports inventory counts and addresses discrepancies.
• Promotes and sells merchandise and services, and supports pet parent initiatives.
• Prepares online orders for pickup, ensuring a smooth experience.
• Backs up POS operations and cash handling, ensuring accuracy and compliance.
• Maintains store standards and fosters a culture of empowerment and compliance.
• Ensures safety for staff, pets, and pet parents, including responding to sick or injured pets.
• Maintains cleanliness of all store areas.
• Participates in opening and closing procedures and supports other duties as needed.

Qualifications

• Minimum 2 years retail experience in a customer-focused environment.
• Leadership experience preferred.
• Availability for full-time hours, including evenings, weekends, and holidays.
• Proficiency in computer applications.
• Strong communication skills.
• Ability to work under pressure and stay composed.
• Strong organizational skills and attention to detail.

Supervisory Responsibility

• No direct reports but supports development of other associates.
• Provides performance feedback to supervisors.
• Acts as the Leader in the absence of other Leaders, supervising associates and managing tasks.

Physical Demands and Work Environment

• Requires standing, walking, climbing ladders, and manual handling.
• Must lift up to 50 pounds regularly and occasionally more than 100 pounds with assistance.
• Exposure to moving mechanical parts, pet hair, and live animals; moderate noise level.

Do What You Love

Join us to make a meaningful impact daily—helping customers, celebrating pets, and creating moments that matter. We cherish diversity and the unique perspectives of our 50,000 associates, united by a passion for pets.

We’re excited to hear your story and learn more about you! Apply Now!

This summary describes the general work level and is not exhaustive. Exact pay depends on experience, skills, and location. PetSmart is an equal opportunity employer and offers benefits detailed at https://benefits.petsmart.com/us/.