Retail Customer Service Supervisor

PetSmart Charities; Framingham (MA); On-site; USD 45,000 - 60,000; Full time

Job summary

Join a leading company that values its associates and pets. As a Retail Customer Service Supervisor, you will enhance the pet parent experience, oversee store operations, and support associate development while ensuring a positive environment for both pets and customers.

Benefits

Paid weekly

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 customer-focused environments.
• Leadership experience preferred.
• Proficiency in computer applications.

Responsibilities

• Facilitates the associate experience and supports associate development.
• Ensures positive pet parent experiences in person, online, and over the phone.
• Manages inventory counts and addresses discrepancies.

Skills

Leadership

Communication

Organizational skills

Job description

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

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Job Description

Retail Customer Service Supervisor (Key Holder)

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 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, and performance feedback.
• Supports operational messages and engagement video compliance.
• Supports Services businesses when the Experience Leader is unavailable.
• Delegates and validates daily tasks.
• Leads and directs associates as the Leader on Duty.
• Addresses and manages associate complaints and grievances.
• Recognizes and celebrates associates to promote engagement.

Brand Integrity and Store Experience

• Ensures positive pet parent experiences in person, online, and over the phone.
• Coordinates store events, marketing, adoptions, vet partnerships, and shot clinics.
• Responsible for live pet sales and adoptions.
• Manages inventory counts and addresses discrepancies.
• Recommends and promotes merchandise, services, and pet parent initiatives.
• Prepares online orders for pickup, ensuring a smooth experience.
• Backs up POS operations and cash handling.
• Maintains store standards, compliance, and safety.
• Handles immediate actions for sick or injured pets and transports as needed.
• Ensures cleanliness and safety standards across store areas.
• Participates in opening and closing procedures.
• Supports other departments as needed.
• Follows all company policies and procedures.

Qualifications

• Minimum 2 years retail experience in customer-focused environments.
• Leadership experience preferred.
• Availability for full-time hours, including evenings, weekends, and holidays.
• Proficiency in computer applications.
• Strong communication skills.
• Ability to react under pressure and maintain composure.
• Organizational skills and attention to detail.

Supervisory Responsibility

• No direct reports but supports development of other associates.
• Provides performance feedback to supervisor.
• Acts as Leader when other Leaders are absent, supervising associates and tasks.

Physical Demands and Work Environment

• Requires standing, walking, ladder climbing, and manual handling.
• Must lift up to 50 pounds frequently and more than 100 pounds occasionally with assistance.
• Exposed to moving parts, pet hair, and variable noise levels.
• Handling live animals is common.

Join Us

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, all united by a passion for pets. Apply now to be part of our team and help us do Anything for Pets and the people who love them.