Job Description

Customer Service

Lead

Nature of Role:

The Customer Service Supervisor plays a crucial role in supporting store operations, ensuring efficiency in daily tasks, and maintaining high operational standards. This role requires strong leadership, organizational, and problem-solving skills to manage workflows and assist the team in delivering excellent service.

Key Responsibilities:

Customer Service and Team Leadership

Support Assistant Manager of Operations in overseeing the execution of store operations to ensure timely and efficient service


delivery.


Address escalated customer concerns, ensuring quick and effective resolutions while


maintaining a professional demeanor.



In partnership with Assistant Store Mnagaer of Operations, train, mentor, and support Customer Service Associates in understanding and executing


store policies and operational standards.


Coordinate daily team activities and assign tasks to ensure operational goals are met.

Business Operations

Ensure proper execution of daily operational tasks, including receiving and preparing


merchandise, shipping orders, and maintaining inventory accuracy.


Supervise store presentation and replenishment tasks, ensuring that all operational


standards are adhered to.


Provide support in processing markdowns, reticketing, and managing stock movement


to ensure seamless inventory management.


Collaborate with store leadership and cross-functional teams to streamline operational


workflows and suggest process improvements.

Process and Compliance

Monitor compliance with company policies, including Health & Safety standards, and


escalate concerns when necessary.


Ensure the accurate use of inventory management systems and maintain the integrity of


store inventory.


Partner with digital and back-office teams to support omnichannel operations, including


managing online orders, live chat inquiries, and email communications.


Support the organization and execution of in-store promotions and other businessdriving initiatives.

Competencies and Skills Required:

Strong organizational and leadership skills with experience in managing teams in a retail


environment.



Proficiency in inventory management systems and store operations processes. Excellent problem-solving and decision-making abilities to manage escalations and


operational challenges.



High level of proficiency in Microsoft 365 Suite, including Outlook, Teams, and


SharePoint.



Strong communication skills with the ability to collaborate across teams and functions. * Detail-oriented, with the ability to manage multiple tasks and prioritize effectively