Retail Service Supervisor - Lead & Coach CX

Kohl's; Madison (IN); On-site; USD 25,000 - 32,000; Full time

Job summary

Kohl's is seeking a Supervisor to lead the customer service and point-of-sale teams in our store. You will coach, develop and supervise associates to deliver fast service, handle complex transactions and ensure a superior customer experience while maintaining brand standards.

You will drive KPIs, support training, and oversee cash processes and inventory controls. The role requires leadership, reliability and a flexible schedule including evenings and weekends.

Qualifications

• Must be at least 18 years of age or older.
• Experience supervising teams or associates to include the responsibility for coaching to achieve daily goals.
• Strong verbal/written communication and interpersonal skills.
• Flexible availability, including days, nights, weekends, and holidays.

Responsibilities

• Lead, coach and assist associates to deliver speed of service, execute complicated transactions and create a compelling customer experience at POC and Customer Service
• Meet or exceed individual goals (e.g., credit, loyalty) and support the service team in meeting storewide goals
• Coach, teach and train associates to accurately and efficiently execute point of sale and customer service standards based on company guidelines
• Support the training of associates on merchandising standards, product knowledge, and tools; utilize resources and adhere to Kohl's brand standards
• Support inventory accuracy by timely and accurate completion of all required merchandise disposition practices
• Oversee daily cash-related processes (e.g., register and cash balancing, change orders, authorizing voided transactions, supplies, over/short research)
• All Supervisor Roles At Kohl's Are Responsible For: Leading with integrity, honesty and fostering teamwork in an engaged and inclusive culture
• Exercising good judgment; taking appropriate partners as needed
• Modeling, guiding and providing direction to associates
• Demonstrating and coaching a customer service mindset, including customer service philosophies, anticipating customer needs and satisfactorily resolving issues
• Supporting strong operational standards, shortage mitigation, and merchandising presentation to include accurate pricing and proper signing
• Preventing loss by educating associates, monitoring daily store activity and product protection standards, and partnering with Loss Prevention
• Monitoring and adjusting resources as the business dictates to support customer needs and workload demands when assigned by a store executive as leader on duty
• Use key performance indicators (KPIs) to make informed business decisions that drive overall store results
• Accomplishing multiple tasks within established timeframes
• Training, monitoring and reinforcing company policies, procedures, standards and guidelines
• Maintaining adherence to company safety policies for the safety of all associates and customers
• Key holder responsibilities include opening and closing store processes, and providing direction to associates
• Other responsibilities as assigned

Skills

Communication skills

Supervisory experience

Availability (flexible)

Job description

Kohl's is seeking a Supervisor to lead the customer service and point-of-sale teams in our store. You will coach, develop and supervise associates to deliver fast service, handle complex transactions and ensure a superior customer experience while maintaining brand standards.

You will drive KPIs, support training, and oversee cash processes and inventory controls. The role requires leadership, reliability and a flexible schedule including evenings and weekends.