What are the responsibilities and job description for the Customer Service Lead - 24H600 position at Carter's?
Employee Type:
Regular
Carter's, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. The Company owns the Carter's and OshKosh B'gosh brands, two of the most recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. They are also sold through more than 1,000 Company-operated stores in the United States, Canada, and Mexico and online at www.carters.com, www.oshkosh.com, www.cartersoshkosh.ca, and www.carters.com.mx. The Company's Child of Mine brand is available at Walmart, its Just One You brand is available at Target, and its Simple Joys brand is available on Amazon. The Company also owns Skip Hop, a global lifestyle brand for families with young children. Carter's is headquartered in Atlanta, Georgia. Additional information may be found at www.carters.com.
Baby Clothing, Kids Clothes, Toddler Clothes | Carter's
Shop for baby clothing, baby necessities and essentials at Carters.com, the most trusted name in baby, kids, and toddler clothing. Shop our selection of cute baby & kids clothing.
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
Customer Focus/Drives Growth
Merchandising/Operational Execution
KNOWLEDGE, SKILLS, AND ABILITIES
PHYSICAL DEMANDS
AVAILABILITY REQUIREMENTS
NOTE: This job description is not intended to be all-inclusive. The duties and/or requirements 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 description.
Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.
Regular
Carter's, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. The Company owns the Carter's and OshKosh B'gosh brands, two of the most recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. They are also sold through more than 1,000 Company-operated stores in the United States, Canada, and Mexico and online at www.carters.com, www.oshkosh.com, www.cartersoshkosh.ca, and www.carters.com.mx. The Company's Child of Mine brand is available at Walmart, its Just One You brand is available at Target, and its Simple Joys brand is available on Amazon. The Company also owns Skip Hop, a global lifestyle brand for families with young children. Carter's is headquartered in Atlanta, Georgia. Additional information may be found at www.carters.com.
Baby Clothing, Kids Clothes, Toddler Clothes | Carter's
Shop for baby clothing, baby necessities and essentials at Carters.com, the most trusted name in baby, kids, and toddler clothing. Shop our selection of cute baby & kids clothing.
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 Growth
- 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)
- Must be 18 years old.
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 and/or requirements 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 description.
Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.
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