Full-Time Customer Service Supervisor

Kohl's•Bowling Green, KY

About The Position

The Customer Service Supervisor is the point-of-sale and customer-service expert, providing direction and working alongside associates to deliver excellent customer service. The role teaches, coaches, develops, and supervises associates while completing service processes with consistent execution and operational efficiency. The supervisor leads customer-service operations at the point of contact and Customer Service, supports individual and storewide goals, trains associates on company standards, and oversees inventory-accuracy and daily cash-related processes. As a Kohl’s supervisor, the role also supports store operations, loss prevention, merchandising presentation, safety, and an engaged and inclusive team culture. Key-holder duties include opening and closing the store and directing associates.

Requirements

Must be at least 18 years of age.
Experience supervising teams or associates, including coaching them to achieve daily goals.
Strong verbal and written communication and interpersonal skills.
Flexible availability, including days, nights, weekends, and holidays.
Basic math and reading skills, legible handwriting, and basic computer-operation ability.
Ability to operate and communicate on multiple-frequency devices, handheld scanners, and other technology equipment as directed.
Ability to perform the role’s accountabilities and comply with health and safety standards.
Ability to visually verify information and locate and inspect merchandise.
Ability to lift up to 50 pounds frequently and, occasionally, more than 50 pounds with a two-person lift.
Ability to climb, squat, stoop, kneel, crouch, bend, twist, reach, lift, grasp, push, and pull frequently.
Ability to stand and walk for the duration of a scheduled shift, at least 8 hours.

Nice To Haves

Two years of experience in retail or a similar industry.

Responsibilities

Lead, coach, and assist associates in delivering speed of service, handling complicated transactions, and creating a compelling customer experience at the point of contact and Customer Service.
Meet or exceed individual goals, such as credit and loyalty goals, and support the service team in meeting storewide goals.
Coach, teach, and train associates to execute point-of-sale and customer-service standards accurately and efficiently according to company guidelines.
Support associate training on merchandising standards, product knowledge, and tools; use available resources and adhere to Kohl’s brand standards.
Support inventory accuracy by completing required merchandise disposition practices accurately and promptly.
Oversee daily cash-related processes, including register and cash balancing, change orders, authorizing voided transactions, supplies, and over/short research.
Lead with integrity and honesty and foster teamwork in an engaged and inclusive culture.
Exercise good judgment and involve appropriate partners as needed.
Model, guide, and provide direction to associates.
Demonstrate and coach a customer-service mindset, anticipate customer needs, and satisfactorily resolve issues.
Support operational standards, shortage mitigation, and merchandising presentation, including accurate pricing and proper signing.
Help prevent loss by educating associates, monitoring store activity and product-protection standards, and partnering with Loss Prevention.
When assigned by a store executive as leader on duty, monitor and adjust resources according to customer needs and workload demands.
Use key performance indicators to make informed business decisions that drive store results.
Accomplish multiple tasks within established timeframes.
Train, monitor, and reinforce company policies, procedures, standards, and guidelines.
Maintain adherence to company safety policies for associates and customers.
Perform key-holder opening and closing processes and provide direction to associates.
Complete other responsibilities as assigned.
Complete company training programs, comply with dress-code requirements, and maintain prompt and regular attendance while meeting company scheduling requirements.