Retail Service Lead — Customer Experience Champion

Fleet-Farm; DeForest (WI); On-site; USD 42,000 - 65,000; Full time

Job summary

Fleet Farm in DeForest, WI is seeking an experienced Customer Service Team Lead to oversee Front End operations, including Customer Service, Cashier activities, cart retrieval and front-end housekeeping. This role focuses on coaching staff and ensuring Best in Class service across the store.

You will coach and model standards, conduct cashier observations, assist with service desk activities (returns, rain checks, BOPIS), manage the cash office, and promote loyalty programs.

Qualifications

• High School Diploma or GED preferred.
• 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.
• Direct and motivate a diverse population including full-time and part-time team members.
• Experience in training and coaching.

Responsibilities

• Oversee Front End operations including Customer Service, Cashier activities, cart retrieval, and front-end housekeeping.
• Coach and model Best in Class expectations for customer service through daily guidance and example.
• Conduct daily cashier observations to ensure consistency and efficiency of customer service processes.
• Manage the customer service desk and cash office operations.
• Conduct cash office activities and improvements to outside cash handling.
• Assist with service desk activities, including returns, rain checks, tobacco sales, and Buy Online Pick up In Store orders.
• Oversee customer service supply ordering and inventory.
• Ensure cash register lanes keep lines moving and customer flow is smooth.
• Promote Fleet Farm loyalty program and other company initiatives.

Skills

Leadership

Coaching

Customer service

Communication

Education

High School Diploma or GED

Job description

Fleet Farm in DeForest, WI is seeking an experienced Customer Service Team Lead to oversee Front End operations, including Customer Service, Cashier activities, cart retrieval and front-end housekeeping. This role focuses on coaching staff and ensuring Best in Class service across the store.

You will coach and model standards, conduct cashier observations, assist with service desk activities (returns, rain checks, BOPIS), manage the cash office, and promote loyalty programs.