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Key Responsibilities:
Leads a merchandise department within the store by demonstrating advanced product knowledge and leading merchandise responsibilities (for example, restocking, organization and display, price changes)
Promptly and politely responds to customer inquiries and requests for support
Provides advanced knowledge of merchandise to customers, explaining features and differences between merchandise and providing purchasing advice to customers; provides coaching and training to associates on team and throughout the store as needed
Executes activities related to store initiatives to offer customers additional products and services related to merchandise category (e.g., special sale items, credit card applications)
Interviews all prospective candidates and trains and develops the associates within their department
Manages associates performance, annual review and progression within job catalog
Assigns tasks and monitor schedule/breaks for the associates within their department
Assists associates to provide increased service to customers in response to specific needs and requests
Troubleshoots and provides solutions for customer complaints, escalating to management when necessary
Performs additional duties as required including, but not limited to, stocking, freight processing, price changes, cart retrieval, break room and restroom housekeeping
Decisions are guided by policies, procedures and the stores business plan; receives guidance and oversight from store management
Demonstrates commitment to the organization by maintaining regular, on site attendance, is reliable and follows through with responsibilities
Performs Leader On Duty responsibilities as needed
Key Dimensions of Role
Customer Service
Influences product area team to achieve desired customer service goals
Resolves escalated customer issues using store guidelines and creative problem solving skills
Product and Store Knowledge
Has broad understanding of products sold in assigned product area and/or the store and online
Leverages knowledge of customer shopping trends to promote sales in product area
Supervises implementation of merchandising plans
Store Operations
Uses store operational knowledge to supervisor work in area of responsibility
Work may include logistics, inventory control, merchandise processing, schedule, or stockroom and sales floor organization
Leadership
Coordinates and supervises the daily activities of a team in a specific product or operational category
Sets priorities for the team to ensure achievement of sales goals; coordinates store activities with other supervisors
Provides significant input in hiring, disciplinary actions, terminations and compensation decisions
Other Role Requirements
Education/Experience
High School diploma or equivalent
5-6 years of retail experience desired, including team lead experience in operational or customer-facing roles
Safety
Accepts accountability to follow all safety and security procedures for self and others
Immediately reports unsafe conditions
Travel
Minimal national travel requirements
Qualifications
Effective Communication
Readily adjusts schedule, tasks, and priorities when necessary to meet business fluctuations
Minimum Age, if applicable
