Retail Customer Service Lead at Ocean State Job Lot in Gardner, Massachusetts

Job Description:

POSITION SUMMARY:

The Customer Service Lead is responsible for creating a positive experience for each customer who visits our store and ensuring all associates are trained in and follow the company's TREAT program. This role is also expected to facilitate any fulfillment or opportunities as it relates to OSJL’s BOSS (Buy Online Ship To Store) program. The Customer Service Lead is responsible for creating the front end schedule and at times will be responsible for opening and/or closing the store. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Engage with store customers through OSJL’s TREAT model to provide an optimal customer experience, and ensure customer experience expectations are met and/or exceeded


• Manage front end expectations. Support the completion and execution of the cashier work and break schedule.


• Ensure the front end of the store is well maintained and stocked, which includes, but is not limited to, register racks, end caps, powerlane and service desk 


• Promote and properly execute company wide customer engagement campaigns, which include, but are not limited to, donation efforts, Insiders, BOSS and Crazy Deals  


• Use store level reporting to ensure company promotional benchmarks are being met. Benchmarks include, but are not limited to, those related to the following efforts, donations, BOSS, Insiders and Crazy Deals


• Act as a liaison between the customer and the corporate customer service team to ensure effective service to all customers 


• Resolve customer service related opportunities in the best interest of the company and the customer 


• Facilitate fulfillment of BOSS orders upon request by customers in-store


• Act in compliance with all Company policies and procedures


• Assist with onboarding and training of front-end associates


• Assist in leading front-end initiatives


• Responsible for opening and/or closing of store as needed

EDUCATION & EXPERIENCE REQUIREMENTS:

• Minimum 1-3 years of professional experience in other retail environments required


• Prior customer service experience, training experience, and prior merchandise ordering, receiving, stocking, and maintenance experience in other retail environments preferred


• Computer skills (email; Google platform i.e. sites, slides, drive, docs, sheets; Qlik)

ATTRIBUTES:

• Effective Communicator: You possess strong communication skills and have the ability to build and maintain a culture of trust and respect.


• Team Oriented: You are capable of embracing the ideas of others (even if they conflict with your own) for the sake of the company and client. You commit time, focus, and energy to develop future OSJL leaders by motivating them around a common purpose and vision.


• Self-motivated: You can work with a minimum of supervision and be capable of strategically prioritizing multiple tasks in a proactive manner. You understand the tools and processes needed to meet larger strategic initiatives.


• Passionate: You must be passionate about online collaboration and ensuring our clients are successful; we love seeing hunger and ambition.


• Organized: You lead by example in serving all of our stakeholders: customers, owners, communities, and fellow associates.


• Time Management: You are able to handle multiple projects at once, and can organize multiple projects around given deadlines.


• Leadership: You are a leader and exhibit that in your everyday work. You pride yourself on developing your leadership skills and working with a diverse group of customers and associates.

WORK ENVIRONMENT:

• Work primarily in a climate controlled environment with minimal safety/health hazard
  potential. This position may require extended periods of moving, remaining stationary, ascending, descending, and/or positioning oneself to complete various tasks throughout the shift.


• Some sedentary activities and near vision use for reading and computer use.


• May be responsible for physical activities including counting cash, using hand tools, ascending or descending a ladder, moving, reaching, and lifting on a frequent basis: should be able to lift 35 lbs on a regular basis.


• Reasonable accommodations may be made to enable individuals with disabilities to
  perform essential functions.
  
  

This job description does not list all the duties of the job.  You may be asked by supervisors or managers to perform other job duties and tasks, some of which may be essential to the position.  Leadership has the right to revise this job description at any time.  The job description is not a contract, either express or implied.  You are an at-will employee, meaning either you or the Company may terminate your employment at any time, with or without notice.

Stores