JOB PURPOSE

Responsible for setting the example of an ideal Customer Service Representative, assisting store management with operations, interacting with customers to solve issues and promote conflict resolution. Assist in the sales process and ensure the customer has the best possible experience. This role is a developmental opportunity in preparation for a management position. Provide leadership to develop employee career growth within the organization. Maintain a focus on customer service to ensure sales goals are met.

DUTIES AND RESPONSIBILITIES

Take charge in creating the best possible customer experience.
Ability to maintain overall function of the store by ensuring higher standards of compliance than is required by law.
Delegate tasks as needed.
Teach and reinforce behaviors that result in associates delivering exceptional sales and service.
Increase sales by coaching, training, motivating and inspiring the team to ensure customers receive the best customer service possible.
Ability to communicate effectively, coach and train staff for growth and developing company strength.
Provide guidance and participate in maintaining of store appearance.
Facilitate change and new program implementation by effectively communicating new direction from corporate level by explanation, clarification and implementation of new programs to gain efficiencies, increase sales and grow profits.
Partner with retail management to establish and execute Retail strategies throughout all retail locations. Assess resources to include human capital and monitor progress and communicate adjustments as needed to management. Maintain Human Resource partnerships by setting expectations for staff development; effectively manage performance and provide coaching, direction, and leadership.
Assist with maintaining profitability by assisting with donations, small advertising expenditures, markdowns, communicating staffing needs, and productivity.
Assist with operating registers, safe counting, closing/opening store duties, redundancies, and resolving customer service matters as needed.
Reports directly to the store manager but frequently given daily duties or instruction from the Senior Floor Lead.
All other duties as assigned.

QUALIFICATIONS

High school diploma or GED required.
At least 6 months experience in retail, or other service industry.
Proficient skills with computers, Excel and Outlook required.
Knowledge of how to use NetSuite preferred.
Based on the primary department, basic knowledge of ATF regulations is preferred.
Able to manage people and processes; look for continuous improvement and implementation.
Able to maintaining professionalism at all times.
Able to train others in their positions and demonstrate strong leadership.
Working knowledge of departmental products, uses, seasons, etc.
Ability to lead, motivate, mentor, communicate and generally interact with people in a positive way.
Strong interpersonal skills, including effective communication both orally and written.
Positive attitude, goal driven, and focused on the overall strategic picture of the organization.
Required to maintain confidentiality.

WORKING CONDITIONS

This position may require regular evening and weekend work and may include holidays as well. As a figure of leadership in the store you may have to deal with challenging customers from time to time.

PHYSICAL REQUIREMENTS

Employee may experience the following physical demands for extended periods of time: Reading, writing, and speaking on all necessary forums, hearing, standing, walking, lifting up to 70 lb, climbing, stooping and sitting. Must be able to operate a forklift.

DIRECT REPORTS

Not Applicable.

Must be 18 years of age.

Export Control Compliance Notice

This position may involve access to technology or software source code subject to U.S. export control laws (ITAR/EAR). Employment is contingent on verifying U.S. Person status or obtaining any necessary export license/confirming the availability of a license exception. Applicants must provide information for export control screening, which will be reviewed for compliance. Palmetto State Armory may elect not to pursue a license or exception and may decline to proceed with an applicant on that basis.

Department Lead - Customer Service