Customer Experience Lead

Job Title: Customer Experience Lead

Job Family: BMUSA Customer Service

FLSA Status: Hourly

Job Code:

Date Created/Updated:

Summary:

The Customer Experience Lead (CEL) will act as a liaison between various departments, including the cash office, customer service and returns. They must be able to handle customer inquiries, while providing solutions in the best interest of both BrandsMart USA and the customer. The CEL must be able to communicate with multiple departments, buyers, management, and retail store personnel to find resolutions for customer inquiries.

Duties and Responsibilities:

Cashier

• Operate cash terminals and verify purchase price
• Process payments
• Clean and maintain cash office
• Detect common signs of shop lifting, theft, and other security risks and promptly communicate potential problems to store management

Returns

• Knowledge of BrandsMart USA return and exchange policies
• Handle all customer inquiries quickly in a courteous and efficient manner
• Must be able to provide a solution with minimum supervision
• In specific locations, receive and document customer repairs. Prepare transfer forms to track merchandise and for safe transport to the BrandsMart Service Center

Customer Service

• Handle incoming customer calls pertaining to customer inquiries quickly in a courteous and efficient manner.
• Assist customers with delivery related inquiries
• Must be able to provide a solution with minimum supervision

Required Education, Experience, and Certifications:

• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities to accurately fulfil the above requirements
• No prior experience is required. Prior retail and/or customer service experience is preferred

Required Skills and Competencies:

• Ability to read and write fluently in English (or another language as may be required) sufficiently to communicate with customers, read invoices, repair orders, faxed requests and similar written materials
• Basic math skills, including multiplication, addition, subtraction and division, necessary to verify amounts and costs of repairs and parts and quantities as may be required

The above statements are intended to describe the general nature and level of work performed by team members assigned to this classification. The statements are not intended to be an exhaustive list of all job duties performed by team members assigned to this classification.