Customer Service Lead Job Description

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