Carters/OshKosh Customer Service Lead in Riverside, California

Customer Service Lead

  • Location: Carter'sRiverside-Plaza (Riverside Plaza)Riverside, CA

  • Job Posted: 10/03/2017

  • Start Date: 10/03/2017

    POSITION PURPOSE

The Customer Service Lead is responsible for maintaining Customer Service as per company standard and for the efficient expedition of all Customer transactions. They must ensure Customer satisfaction at the cash wrap and proper control of all cash/media materials in the store. Responsible for assisting the Store Management team in executing POS responsibilities as well as actively monitoring and optimizing the customer experience.

ESSENTIAL JOB FUNCTION (TASKS, DUTIES AND RESPONSIBILITIES MOST IMPORTANT)

Customer Focus:

  • Ensures that each Customer receives outstanding Service by greeting and acknowledging every Customer.

  • Services the Customer through in store support as well as offering to locate products via our online site.

  • Readily available to support the customer with ship to store orders and offers service to add on to that order.

  • Maintains outstanding standards, solid product knowledge, and all other components of Customer Service.

  • Oversees and authorizes Customer/Employee returns, exchanges, employee sales, discretion discounts (i.e. competitive etc.).

  • Assures the completion of all POS transactions and the proper control of cash/media at the register inclusive of opening registers and counting/closing register drawers.

  • Assists in training of new associates on the registers.

Drive Results:

  • Drives operational compliance through the completion of the following management tasks:

  • Accepting freight (use of store keys)

  • Taking garbage out (use of store keys)

  • Completes bag checks

  • Completes change orders/ cash pick ups / counts tills

  • Ensures compliance of Company policies and procedures.

  • Supports Company loss prevention and safety efforts; inclusive of safe procedures and vendor code.

  • Coaches associates to success in sharing brand loyalty program with customers.

Brand Execution:

  • Ensures that the cash wrap is clean and organized for customers.

  • Executes recovery and cleans the sales floor as directed.

  • Maintains outstanding standards, solid product knowledge, and all other components of Customer Service.

Team Development:

  • Provides exceptional customer service (i.e., assist customers, answer phones, partner with associates when assistance is required to ring register).

  • Assists in resolving customer issues and complaints; escalates issues to appropriate Manager as necessary.

  • Establishes and maintains a cooperative working relationship with all members of the team.

  • Performs assignments as requested.

  • Supports management direction of store.

  • Supports, trains, and coaches others to success.

KNOWLEDGE, SKILLS, AND ABILITIES

  • Minimum of 1 year of supervisory or customer service desk experience.

  • Demonstrated customer engagement skills.

  • Ability to handle multiple tasks concurrently.

  • High school diploma or GED preferred.

  • Ability to communicate effectively with customers and other employees.

  • Retail/specialty apparel knowledge and experience preferred.

PHYSICAL DEMANDS

  • Ability to lift 40 pounds on a regular basis.

  • Ability to stand for long periods of time; climb up and down a ladder.

  • Constant walking and standing; frequent bending, stooping and reaching.

AVAILABILITY REQUIREMENTS

  • Availability to meet the needs of the business that may include days, nights, weekends and holidays as scheduled.

  • Any availability changes must be approved by the Store Manager and will be approved based on business needs.

  • Scheduled working shifts from 3 -8 hours in length (Applicable state laws apply).

  • Minimum number of hours is not guaranteed.

NOTE: This job description is not intended to be all-inclusive. The duties described may be changed or reassigned at the discretion of management, and the employee may be required to perform duties that are not listed in the job description.

Carter's is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.