Customer Service Lead

Fleet Farm Careers • Owatonna, MN

2d

About The Position

The Customer Service Lead oversees front-end operations, including customer service, cashier activities, cart retrieval, and front-end housekeeping. Through coaching and modeling, the lead sets and reinforces high standards for customer service and helps ensure efficient, consistent processes. The role supports cashiers, manages the customer service desk and cash office operations, and helps maintain a positive customer experience across the front end.

Requirements

• High school diploma or GED preferred.
• Ability to work a flexible schedule, including days, nights, weekends, and holidays.
• Ability to lead, coach, and build relationships in a fast-changing environment.
• Ability to direct and motivate a diverse team that includes full-time and part-time team members.
• Ability to make decisions and implement solutions.
• Ability to multitask and respond flexibly in a quickly changing environment.
• Comfort communicating and conducting training.

Nice To Haves

• Two years of retail management or supervisory experience.

Responsibilities

• Coach and model customer service expectations for the team.
• Conduct daily cashier observations to support consistent and efficient service processes.
• Check in with cashiers, address challenges, and help keep checkout lines moving.
• Manage the customer service desk and cash office operations.
• Conduct cash office activities and support improvements to outside cash handling.
• Assist with service desk activities, including returns, rain checks, tobacco sales, and Buy Online Pick Up In Store order pickups.
• Order and inventory customer service supplies.
• Ensure cashier lanes do not exceed three customers.
• Ensure shopping carts are retrieved promptly.
• Ensure restrooms and customer service areas are properly maintained.
• Make final decisions on cashier empowerment and lane-call inquiries, including coaching, teaching, and training on guidelines.
• Promote the Fleet Farm customer loyalty program, credit card, and other company initiatives.

What This Job Offers

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