Customer Service Team Lead

Bass Pro Shops•Round Rock, TX

About The Position

Under the supervision of the Group Sales or Department Manager, the Customer Service Team Lead gives daily direction to associates in a store department. The role supports merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service activities. The Team Lead helps the department achieve sales, gross margin, inventory shrinkage, and payroll goals while providing customers with a pleasant, productive, and legendary shopping experience. The role supports staffing, interviewing, training, scheduling, coaching, performance evaluation, and resolution of customer and associate concerns. It also helps execute merchandising directives, maintain plan-o-grams and pricing integrity, coordinate special events, manage inventory accuracy and product displays, and build associates’ product knowledge. The position uses independent judgment within company policies and procedures and may make recommendations affecting policies, procedures, and practices. The position requires a high school diploma or equivalent and 2 to 4 years of retail sales experience. Supervisory experience is a plus. Physical requirements include standing or walking throughout the shift, communicating with others, occasional ladder use and repetitive hand or wrist motions, and occasional operation of machinery, power tools, motor vehicles, or heavy equipment. The role may involve moving objects up to 20 pounds constantly and occasionally moving or lifting objects up to 100 pounds or more with a team lift, as well as working in confined or noisy spaces.

Requirements

High school diploma or equivalent.
2 to 4 years of retail sales experience.
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 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 stated physical requirements, including standing or walking throughout the shift and moving or lifting objects as described.

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.
Execute merchandising directives and maintain corporate plan-o-grams.
Help ensure a pleasant and productive shopping experience for customers.
Assist with staffing, interviewing, hiring recommendations, training, scheduling, coaching, performance appraisal input, and associate motivation.
Resolve customer and associate concerns 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, product assortments, inventory accuracy, and the display, signing, and pricing of 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 workplace.
Help customers make buying decisions by identifying and evaluating their needs, making product recommendations, and promoting programs such as CLUB Membership, VOC, and In-Store Pick-up.
Perform other duties as assigned.