Customer Service Lead/Keyholder
Company: Carter's, Inc.
Posted on: January 13, 2022
Carter's, OshKosh, and Skip Hop stores are conducting interviews
virtually and in-person. Interviews may take place via video and
candidates will be notified of this when scheduling
interviews.POSITION PURPOSE The Customer Service Lead (CSL) is
responsible for opening/closing the store, covering meals/breaks
and ensuring that proper store procedures are followed when store
management is not on duty or unavailable on the sales floor. The
CSL will supervise all employees during the opening/closing of the
store, customer interaction, and limited operational functions in
the absence of store management. They are responsible for
maintaining the Customer Experience as per Company standard and to
support in the efficient expedition of all customer transactions.
The CSL consistently abides by Our Values: Act with Integrity,
Exceed Expectations, Succeed Together, Inspire Innovation, and
Invest in People ESSENTIAL JOB FUNCTION (TASKS, DUTIES AND
RESPONSIBILITES MOST IMPORTANT) Team Development Communicates
professionally and effectively in all interactions including the
store teams, customers, business partners, and vendors. Establishes
and maintains a cooperative working relationship with all team
members. Supports management's direction of the store. Supports,
trains, and coaches others to success while Leader on Duty (LOD);
redirects employees as necessary. Receives feedback with positive
intent and makes efforts to take appropriate action on that
feedback. Customer Focus/Drives Results Maintains the Company
standard of a neat, clean, and organized store. Manages the
customer experience while effectively performing LOD
responsibilities; assumes LOD role when Managers are not on the
sales floor Promotes customer service by ensuring associates are
greeting and assisting customers while sharing company promotions.
Assists in resolving customer issues and complaints in a timely
manner; escalates issues to appropriate Manager as necessary.
Builds customer loyalty through the Rewarding Moments/PLCC program.
Maintains outstanding store standards, detailed product knowledge,
and all components of delivering an exceptional customer
experience. Supports the management team in integrating an
omni-channel experience by being effectively utilizing all company
programs/resources available through each channel.
Merchandising/Operational Execution Supports management team with
asset protection through a consistent level of customer service,
education, and operational controls. Oversees and authorizes all
POS related functions including customer/employee returns,
exchanges, employee sales, discounts. Ensures the proper control of
cash/media at the register including of opening registers and
counting/closing register drawers. Drives operational/LOD
compliance through the completion of the following management
tasks: Opening/closing procedures; based on individual store needs
Accepting freight Taking garbage out Completing bag checks
Completing change orders/cash pick-ups/counting tills Covering
meals/breaks Ensures compliance of Company policy and procedures.
KNOWLEDGE, SKILLS, AND ABILITIES Minimum requirement of high school
degree or GED. 3 yrs. relevant work experience or equivalent
combination of education and relevant work experience.
Retail/specialty apparel knowledge and experience preferred.
Demonstrated customer engagement/supervisory skills. Ability to
communicate effectively to customers, team, and supervisor. Ability
to handle multiple tasks concurrently. Working knowledge of
computer/ technology skills (Outlook, Excel, Web navigation)
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,
reaching, pushing, and pulling. AVAILABILITY REQUIREMENTS
Availability to meet the needs of the business that may include
mornings, days/nights, weekends and holidays as scheduled. Regular
work frequency is required to remain an active employee. Any
availability changes must be approved by the Store Manager and will
be approved based on business needs. Scheduled working shifts range
from 3-8 hours in length (applicable state laws apply). Minimum
number of hours 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
Keywords: Carter's, Inc., Newark , Customer Service Lead/Keyholder, Hospitality & Tourism , Succasunna, New Jersey
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