Team Lead Customer Service

Bass Pro Shops•St. Charles, MO

About The Position

Under the supervision of the Group Sales or Department Manager, the Team Lead Customer Service provides daily direction to associates in a store department. The role supports merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service activities, while helping achieve departmental sales, gross margin, inventory shrinkage, and payroll goals. The Team Lead helps create a pleasant and productive shopping experience, maintains strong personal customer service, and provides a legendary experience by assessing customer needs, recommending products, and promoting programs such as CLUB Membership, VOC, and In-Store Pick-up. The role also supports staffing, interviewing, training, scheduling, performance feedback, coaching, and resolution of customer and associate concerns. The position requires ongoing product knowledge, including conducting product demonstrations, and assistance with special events, pricing and UPC integrity, assortment decisions, inventory accuracy, and advertised-item displays. This position performs duties within company policies and procedures, using independent judgment to analyze problems, assess needs, adapt guidelines, and recommend changes to policies, procedures, and practices. Other duties may be assigned.

Requirements

High school diploma or equivalent.
Two to four 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 stated physical requirements, including standing or walking throughout the shift and moving 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 planograms established by the Corporate Office.
Help ensure a pleasant and productive shopping experience for customers.
Assist with staffing, interviewing, selection recommendations, training coordination, performance appraisal input, and preparation of 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 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 planning and assigning work, directing and evaluating performance, addressing complaints, resolving problems, and maintaining a positive, harassment-free workplace.
Identify and evaluate customer needs, recommend products, and promote programs including CLUB Membership, VOC, and In-Store Pick-up.
Perform other duties as assigned.