Team Lead - Customer Service
About The Position
Under the supervision of the Group Sales or Department Manager, the Team Leader provides daily direction to associates in a store department. The role covers merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service. The Team Leader supports departmental sales, gross margin, inventory shrinkage, and payroll goals while helping create a pleasant and productive shopping experience for customers. The position assists with staffing, interviewing, training, scheduling, coaching, performance input, and resolving associate or customer concerns. It also supports merchandising directives, planograms, special events, pricing and UPC integrity, assortments, inventory accuracy, and advertised displays. The Team Leader maintains product knowledge, conducts product demonstrations, and helps customers make informed purchasing decisions, including promoting programs such as CLUB Membership, VOC, and in-store pickup. 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 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.
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 set by the Corporate Office.
- Help ensure a pleasant and productive shopping experience for customers.
- Assist with department staffing, interviewing, selection recommendations, training coordination, performance appraisal input, and weekly work schedules.
- Coach and motivate associates to encourage positive customer relations and a productive, team-oriented work environment.
- Resolve customer and associate concerns in coordination 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 special events, pricing and UPC integrity, assortments, inventory accuracy, and the display, signing, and pricing of advertised items.
- Carry out supervisory responsibilities consistent with company policies and applicable laws, including planning and assigning work, directing and evaluating performance, addressing complaints, and resolving problems.
- Promote a positive, harassment-free working environment for associates.
- 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 pickup.
- Perform other duties as assigned.
Benefits
- Discounts on retail merchandise, restaurants, resorts, and conservation attractions
- Medical
- Dental
- Vision
- Health Savings Account
- Flexible Spending Account
- Voluntary benefits
- 401(k) retirement savings
- Paid holidays
- Paid vacation
- Paid sick time
- Bass Pro Cares Fund
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
