Customer Service Lead

The Customer Service Lead (CSL) at Dunn-Edwards assists the store management team with ensuring a distinctive shopping experience for all guests and executing store operations during scheduled shifts. Responsibilities as a Customer Service Lead include modeling outstanding customer service and selling skills, allocating staff and resources to keep the sales floor stocked, organizing sales floor and stock areas, and building trusted partnerships with our painting professionals. The Customer Service Lead, in absence of the Store Manager and Assistant Store Manager, takes full responsibility for all store operations. Customer Service Leads interact with customers via phone and in-person to offer expert advice, while also processing and completing transactions. In addition, the Customer Service Lead is responsible for upholding Dunn-Edwards store vision of fast and reliable service. The Customer Service Lead continuously learns about the industry, products and services through Dunn-Edwards Learning Network and various job certification programs that better assist in answering questions and making proper recommendations, as well as building a foundation for potential advancement opportunities as Dunn-Edwards continues to grow. ESSENTIAL DUTIES AND RESPONSIBILITIES Making a connection with customers, asking questions about their project, then giving options and advice on meeting those needs Ensure delivery of product as needed meets both Dunn-Edwards’ and customers’ quality and service expectations Conduct self in professional manner - always acting as a positive extension of the Dunn-Edwards brand Efficiently take customer orders through various methods (email, phone, in-person) and process through point-of-sale Adheres to and assists Store Management team with compliance to company safety and regulatory standards at all times Utilize basic computer skills for various functions including opening and closing store procedures Clean and maintain all areas of store and equipment as assigned Assist with maintaining proper merchandise inventory levels Must have the ability to communicate clearly both written and verbal The ability to stock and merchandise products according to planogram Meet expectations of core competencies related to the position: Accountability, Attention to Detail, Customer Focus, Decision Making, People Development Must be capable of performing specifically assigned job duties at, or below, current classification including tinting paint Additional duties as assigned Must be able to legally drive company vehicle SUPERVISORY RESPONSIBILITIES Although no subordinates report to this position, the Customer Service Lead is often the shift supervisor when opening and/or closing and must direct store associates during these times. EDUCATION and/or EXPERIENCE Four years of High School with diploma or GED equivalent is required. Previous experience in a shift supervisory role is a plus. LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Read and write English for safety purposes. Bilingual is a plus. MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute percentages and analyze report data and statistics. Ability to operate Point-of-Sale computer system and complete cash transactions accurately. REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. CERTIFICATIONS, LICENSES, REGISTRATIONS Valid driver’s license is required. AVAILABLE BENEFITS Health insurance, dental insurance, vision insurance, vacation and holiday pay, paid sick time, 401K program including company match (benefits vary for PT employees). This job description should not be construed to imply that the above functions are the entire standard of the position. As an employee, the individual shall follow and complete any other instructions related to duties, which may be required by a superior. Store and Outside Sales Store and Outside Sales positions may have physical requirements that include, but are not limited to: (1) Lifting of items, such as sundries or containers of paint weighting from 5 to 75 pounds (2) Use of electronic equipment including, but not limited to computers, point of sale devices, communication devices (3) Driving a large delivery truck/vehicle (4) Climbing ladders (5) Walking on uneven surfaces, e.g., active construction sites (6) Interactions with customers, both face-to-face and on the telephone (7) Interaction with customers relating to color (8) Standing for long periods of time (9) Use of a respirator Job description is subject to change, at which time your job responsibilities may change accordingly. Opening shifts may start as early as 5:00 am. Closing shifts may end as late as 6:30 pm. Workdays vary depending on location; some are open 7 days per week. Full-Time Dunn-Edwards is an Equal Opportunity Employer, M/F/D/V Full-time Qualifications Licenses & Certifications Required Drivers License Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr