Customer Service Lead

Bass Pro Shops • Mitchell, SD

7d • Onsite

About The Position

Under the supervision of the Group Sales or Department Manager, the Team Leader provides daily direction to associates in a store department, including merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service. The role supports departmental sales, gross margin, inventory shrinkage, and payroll goals while helping maintain a pleasant, productive, and customer-focused shopping experience.

The Customer Service Lead supports staffing, associate training, work scheduling, performance feedback, coaching, and resolution of customer and associate concerns. The position also helps maintain merchandising standards, pricing and UPC integrity, inventory accuracy, product displays, and advertised-item presentation. The role promotes customer programs and helps customers make informed purchase decisions through needs assessment and product recommendations. Additional duties may be assigned.

Requirements

• High school diploma or equivalent.
• 2 to 4 years of experience in retail sales.
• Ability to calculate figures and amounts, including discounts, commissions, and percentages.
• Ability to read and analyze reports.
• Ability to present information effectively and respond to questions from managers, associates, customers, and the general public.
• Ability to conduct meetings and presentations for groups.
• Proficiency with PC-based word processing, spreadsheets, database management, electronic point-of-sale systems, and inventory management systems.
• Strong interpersonal skills and ability to establish and maintain effective working relationships with coworkers, associates, customers, and corporate staff.
• Ability to stand and/or walk throughout the shift.
• Ability to occasionally use ladders, stairs, ramps, machinery, power tools, motor vehicles, or heavy equipment; perform repeated wrist, hand, or finger motions; and work in tight spaces or noisy environments.
• Ability to move objects up to 20 pounds constantly and occasionally move or lift objects up to 100 pounds or more with team assistance as needed.

Nice To Haves

• Supervisory experience.

Responsibilities

• Support the Group Sales Manager or Department Manager in achieving departmental sales, gross margin, inventory shrinkage, and payroll goals.
• Provide daily direction to department associates and prepare task lists.
• Carry out merchandising directives and maintain corporate plan-o-grams.
• Help ensure a pleasant and productive shopping experience for customers.
• Assist with recruiting and interviewing, make selection recommendations, coordinate training, provide input for performance appraisals, and prepare weekly work schedules.
• Coach and motivate associates to support positive customer relations and a productive, team-oriented work environment.
• Resolve customer and associate concerns in coordination with the Group Sales Manager or Department Manager and Human Resources Manager.
• Maintain a high level of personal customer service and achieve customer-service results above the company average.
• Maintain product expertise through ongoing training and conduct product demonstrations for staff.
• Assist with special events, pricing and UPC integrity, assortment decisions, inventory accuracy, and the display, signing, and pricing of advertised items.
• Assist with supervisory responsibilities, including interviewing, training, planning and assigning work, directing work, evaluating performance, addressing complaints, and resolving problems.
• Promote a positive, harassment-free work environment.
• Help customers make buying decisions by identifying and evaluating their needs and recommending products.
• Promote programs including CLUB Membership, VOC, and In-Store Pick-up.
• Perform other duties as assigned.

Benefits

• Discounts on retail merchandise, restaurants, resorts, and conservation attractions
• Medical benefits
• Dental benefits
• Vision benefits
• Health Savings Account
• Flexible Spending Account
• Voluntary benefits
• 401(k) retirement savings
• Paid holidays
• Paid vacation
• Paid sick time
• Bass Pro Cares Fund

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED