Shift Supervisor

About the Role

Cedar Band Travel Plaza is seeking a Shift Supervisor to provide a high level of customer service for all products and services, fulfill duties as the cash register (POS) specialist, and supervise a team of Customer Service Representatives. The Shift Supervisor maintains customer service standards, generates sales, handles housekeeping, merchandising, signing, pricing, cash register operations (POS), and loss prevention in adherence to company policies and store standards.

Responsibilities

• Ensure each customer receives outstanding customer service.
• Maintain awareness of product knowledge, promotions, and advertisements for customers and staff.
• Lead and assist in floor moves, merchandising, display maintenance, and housekeeping.
• Guide and assist staff in processing and replenishing merchandise; participate in receiving and monitoring floor stock.
• Adhere to all company policies, procedures, and practices, including signing, pricing, and loss prevention.
• Accurately and efficiently complete all sales transactions and maintain proper cash and media accountabilities at POS registers.
• Assist and instruct staff in POS register practices for accuracy.
• Address customer inquiries, answer questions, and resolve complaints.
• Train new employees in customer service policies, procedures, and best practices.
• Manage a team of customer service representatives to ensure compliance with company guidelines and policies.
• Ensure customer service representatives are informed about changes to company products and services.
• Collect information and prepare reports on customer complaints and inquiries.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Identify opportunities to update or improve customer service procedures and make suggestions to management.
• Communicate customer and staff requests to management.
• Perform other duties as assigned by management.

Requirements

Essential Physical Requirements

• Ability to process information/merchandise through computer and POS register systems.
• Ability to communicate with management, staff, and guests.
• Ability to read, count, and write to accurately complete all documentation.
• Ability to freely access all areas of the store, including selling floor, stock area, and register area.
• Ability to operate and use all equipment necessary to complete job duties.
• Ability to climb ladders.
• Ability to move or handle merchandise generally weighing 0-50 pounds.
• Ability to work varied hours/days as business dictates.

Minimum Qualifications & Competencies

• Able to work in a fast-paced environment and maintain productivity.
• Working knowledge of the G-site POS system.
• Detail-oriented with strong organizational skills.
• Ability to multi-task and effectively manage time.
• Strong service-oriented approach to resolving customer grievances.
• Proficient problem solver and teamwork supporter.
• Excellent verbal and written communication skills with strong technical capacity.
• Knowledge of, or ability to learn, products, services, and store operations.
• Excellent management and supervisory skills.
• Extensive knowledge of customer service procedures and principles.
• Ability to resolve customer complaints professionally and calmly.
• Ability to coach and mentor customer service representatives.
• Valid driver’s license.
• At least 21 years of age.
• Must pass a drug test and background check.

Supervisory Responsibility

Oversee and guide a small team of Customer Service Clerks (2-5 individuals).

Work Environment

This job operates in a fast-paced retail/convenience store environment. Routine use of standard store equipment such as computers, phones, filing cabinets, inventory stocking tools, cleaning, and organizing supplies.

Physical Demands

The physical demands described are representative of those required to successfully perform the essential functions of this job. While performing duties, the employee is regularly required to talk or hear, stand, sit for prolonged periods, walk, use hands to handle or feel, and reach with hands and arms. The employee must lift up to 50 pounds, carry stock and merchandise, and stoop or crouch.

Schedule

This is a full-time position. Hours and days vary according to business and store needs, working 5 days a week, primarily on swing or mid-day shifts.

Benefits

• 11 paid holidays per year.
• Quarterly performance bonus eligibility.
• Paid Time Off (PTO).
• Full comprehensive benefits eligibility.

Qualifications

Required Education and Experience

• High school diploma or equivalent.
• At least 2 years of customer service experience.

Preferred Education and Experience

• Previous supervisor or management experience.
• Experience with G-site POS system.
• Experience working in a gas station, convenience store, or comparable retail environment.

Additional Eligibility Qualifications

Must be authorized to legally work within the United States of America.