Team Leader - Customer Service

Position Summary

Under the supervision of the Group Sales or Department Manager, the Team Leader gives daily direction to the associates in one of the departments within the store, to include: merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service activities.

Responsibilities

• Supports the GSM / DM in achievement of Departmental Sales, Gross Margin, Inventory Shrinkage and Payroll Goals.
• Provides daily direction to the associates within the department.
• Prepares to‑do / task lists.
• Executes all merchandising directives (e.g., “Top 25 list”, “Extreme Savings” items) and maintains all plan‑ograms as set by the Corporate Office.
• Ensures a pleasant and productive shopping experience for all customers.
• Assists the GSM / DM and Human Resources Manager to staff the department with “service”‑oriented associates; participates in interviewing, makes recommendations for selection, coordinates training, consults with GSM, and gives input on performance appraisals.
• Prepares weekly work schedules; coaches and motivates associates to promote positive customer relations and a productive team‑oriented work environment.
• Resolves customer and associate issues with GSM / DM and HR Manager.
• Maintains a high level of personal Customer Service; achieves better than Company average customer service results (surveys, secret shops, etc.).
• Remains a product “expert” through ongoing product knowledge training; conducts product demos to the entire staff.
• Assists the GSM / DM with coordination of all “Special Events”; maintains pricing and UPC integrity; determines proper assortments; ensures accuracy of inventory; and oversees proper display, signing and pricing of all advertised items.
• Assists the GSM / DM in carrying out supervisory responsibilities in accordance with Company policies and applicable laws, including interviewing, training, planning, assigning and directing work, measuring and evaluating performance, addressing complaints, resolving problems, and maintaining a harassment‑free environment.
• Provides a legendary experience for every customer, every time by assisting customers in making buying decisions: identifying and evaluating needs, making product recommendations, and promoting programs such as CLUB Membership, VOC and In‑Store Pick‑up.
• Performs all other duties as assigned.

Qualifications

• Minimum Degree Required: High School Diploma or equivalent.
• Experience: 2 to 4 years in Retail Sales.
• Supervisory experience is a plus.

Skills

• Ability to calculate figures and amounts such as discounts, commissions, and percentages.
• Ability to read and analyze reports.
• Ability to effectively present information and respond to questions from managers, associates, customers, and the general public.
• Ability to conduct meetings and presentations to groups.
• Proficiency with PC‑based word processing, spreadsheets, data‑based management, and electronic point‑of‑sale and inventory management systems.
• Demonstrated strong interpersonal skills and ability to establish and maintain effective working relationships with co‑workers, associates, customers, and corporate staff.

Physical Requirements

• Constantly stand and/or walk during shift.
• Occasionally ascend or descend ladders, stairs, ramps, etc.
• Constantly communicate with others to exchange information.
• Occasionally repeat motions that may include the wrists, hands and/or fingers.
• Occasionally operate machinery and/or power tools.
• Occasionally operate motor vehicles or heavy equipment.
• Light work that includes moving objects up to 20 lb constantly; may occasionally move and lift objects up to 100 lb or more (utilizing a team lift as needed).
• Occasionally work in tight and confined spaces.
• Occasionally work in noisy environments.

Independent Judgment

Performs duties within the scope of general company policies, procedures, and objectives. Analyzes problems and performs needs assessments. Uses judgment in adapting broad guidelines to achieve desired results. Regular exercise of independent judgment within accepted practices. Makes recommendations that affect policies, procedures, and practices.

Benefits

• Discounts on retail merchandise, restaurants, world‑class resorts and conservation attractions.
• Medical, Dental, Vision coverage.
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Voluntary benefits.
• 401(k) Retirement Savings plan.
• Paid holidays, paid vacation, and paid sick time.
• Bass Pro Cares Fund.
• Additional employee perks.