Retail Customer Service Supervisor

PetSmart; East Brunswick Township (NJ); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Retail Customer Service Supervisor who is passionate about pets and dedicated to providing exceptional service. This role is key in driving the pet parent experience through effective leadership and operational excellence. You will facilitate training and development for associates while ensuring a clean, safe, and engaging environment for both pets and pet parents. With a commitment to teamwork and community, this position offers a chance to make a meaningful impact every day. If you thrive in a fast-paced retail environment and are eager to lead a team, this opportunity is perfect for you.

Benefits

Health benefits: medical, dental, vision

401k

Tuition assistance

Paid time off

Associate discounts

Career pathing

Development opportunities

Qualifications

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

Responsibilities

• Facilitate associate experience and support development through training.
• Ensure positive pet parent experience and maintain store standards.

Skills

Customer Service

Leadership

Communication

Organizational Skills

Computer Proficiency

Education

High School Diploma

Retail Management Training

Job description

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 drives the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. It shares responsibility for safety, store cleanliness, merchandising, and associate engagement.

Essential Responsibilities

Responsibilities include, but are not limited to:

People Leadership:

• Facilitates associate experience and supports development through training, onboarding, mentoring, and coaching.
• Supports operational messaging and engagement video compliance.
• Supports Service businesses when the Experience Leader is unavailable.
• Delegates and validates daily tasks.
• Leads and directs associates as acting Leader on Duty.
• Addresses associate complaints and grievances.
• Recognizes and celebrates associates to boost engagement.

Brand Integrity and Store Experience:

• Ensures positive pet parent experience in various interactions.
• Coordinates store events, marketing, adoptions, vet partnerships, and clinics.
• Handles live pet sales and adoptions.
• Supports inventory counts and addresses discrepancies.
• Recommends and promotes merchandise and services.
• Prepares online orders for pickup, ensuring a smooth experience.
• Backs up POS operations and cash handling.
• Maintains store standards, safety, and compliance with policies.
• Ensures a safe environment for all, including handling sick or injured pets appropriately.
• Maintains cleanliness standards across the store.
• Participates in opening and closing procedures and other duties as assigned.

Qualifications:

• 2+ years retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability, flexible schedule including evenings, weekends, holidays.
• Proficiency in computer applications.
• Strong communication skills.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail.

Supervisory Responsibility:

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

Physical Demands and Environment:

• Requires standing, walking, climbing, handling, reaching, stooping, kneeling, crouching, talking, hearing, and vision abilities.
• Must lift/move up to 50 pounds frequently, more with team lift.
• Exposure to moving parts, pet hair, moderate noise, live animals, and occasional wet environments.

Join us for a meaningful impact every day. Apply now!

This summary describes the general nature of the role; additional duties may be assigned. Compensation varies based on experience and location. PetSmart is an equal opportunity employer and values diversity. Applicants must be over 18 (or as legally required). For specific locations, consideration is given to applicants with arrest and conviction records in accordance with local laws.