Customer Experience Lead
About The Position
The Customer Experience Lead (CEL) acts as a liaison among the cash office, customer service, returns, buyers, management, and retail store personnel. The role handles customer inquiries and identifies solutions that serve both BrandsMart USA and the customer. Responsibilities span cashiering, returns, and customer service. The CEL operates cash terminals, verifies purchase prices, processes payments, and maintains the cash office. The role also handles return and exchange inquiries, assists with delivery-related questions, and, at specific locations, receives and documents customer repairs and prepares transfer forms for merchandise transport to the BrandsMart Service Center. The CEL is expected to resolve customer issues courteously, efficiently, and with minimal supervision.
Requirements
- Education and experience equivalent to high school graduation, or another combination of education, training, or experience that provides the knowledge, skills, and abilities required for the role.
- Ability to read and write fluently in English, or another language as may be required, to communicate with customers and read invoices, repair orders, faxed requests, and similar materials.
- Basic math skills, including multiplication, addition, subtraction, and division, to verify amounts and costs of repairs and parts and quantities as required.
Nice To Haves
- Prior retail and/or customer service experience is preferred.
Responsibilities
- Operate cash terminals, verify purchase prices, and process payments.
- Clean and maintain the cash office.
- Detect common signs of shoplifting, theft, and other security risks and promptly communicate potential problems to store management.
- Apply knowledge of BrandsMart USA return and exchange policies when handling customer inquiries.
- Handle customer inquiries quickly, courteously, and efficiently, providing solutions with minimal supervision.
- At specific locations, receive and document customer repairs.
- Prepare transfer forms to track merchandise and facilitate its safe transport to the BrandsMart Service Center.
- Handle incoming customer calls concerning customer inquiries.
- Assist customers with delivery-related inquiries.
- Coordinate with departments, buyers, management, and retail store personnel to resolve customer inquiries.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
