Customer Service Team Lead

Bass Pro Shops•Lehi, UT

About The Position

Under the supervision of the Group Sales or Department Manager, the Team Leader gives daily direction to associates in one of the store’s departments. The role supports merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service activities. The Team Leader helps achieve departmental sales, gross margin, inventory shrinkage, and payroll goals, while supporting a pleasant and productive shopping experience for customers. The position includes guiding and coaching associates, coordinating training and schedules, participating in interviewing and selection recommendations, and contributing to performance appraisals. The Team Leader helps resolve customer and associate issues, maintains product expertise, and supports merchandising directives, plan-o-grams, special events, pricing and UPC integrity, assortments, inventory accuracy, and advertised displays. They assist customers with buying decisions and promote programs such as CLUB Membership, VOC, and In-Store Pick-up. Other 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 such as discounts, commissions, and percentages.
Ability to read and analyze certain 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 meet the listed physical requirements, including standing or walking throughout the shift and moving objects up to 20 pounds constantly, with occasional team lifting of objects up to 100 pounds or more.

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 to-do or task lists.
Execute merchandising directives, including Top 25 and Extreme Savings items, and maintain corporate plan-o-grams.
Help ensure a pleasant and productive shopping experience for customers.
Assist with staffing, interviewing, selection recommendations, training coordination, performance appraisal input, weekly work schedules, coaching, and motivation of associates.
Resolve customer and associate opportunities 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 better than the company average.
Maintain product expertise through ongoing training and conduct product demonstrations for staff.
Assist with coordinating special events; maintaining pricing and UPC integrity; determining assortments; ensuring inventory accuracy; and properly displaying, signing, and pricing advertised items.
Assist with supervisory responsibilities, including planning and assigning work, directing and evaluating performance, addressing complaints, resolving problems, and maintaining a positive, harassment-free work environment.
Assist customers with buying decisions by identifying and evaluating their needs and making product recommendations.
Promote programs including CLUB Membership, VOC, and In-Store Pick-up.
Perform other duties as assigned.