Customer Service Lead

Customer Service Lead

The Customer Service Lead is responsible for delivering an exceptional customer experience while driving sales through product availability, compelling merchandising, and effective front-end operations. This role leads the Customer Service team, oversees the indoor selling environment, and serves as the store's subject matter expert for POS and customer-facing processes.

Working closely with store leadership and cross-functional partners, the Customer Service Lead ensures customers are welcomed, supported, and inspired throughout their shopping experience while maintaining high standards for merchandising, inventory flow, operational execution, and team performance.

Requirements

Customer Experience & Team Leadership

• Lead and supervise Customer Service Associates, ensuring exceptional service standards are consistently delivered.
• Provide ongoing coaching, training, and development focused on customer engagement, sales, POS operations, and company service expectations.
• Foster a positive, inclusive, and respectful work environment that reflects company values.
• Ensure effective resolution of customer concerns, partnering with store leadership to identify and address recurring issues.
• Create and communicate daily priorities and work assignments to maximize productivity, service, and store presentation.
• Serve as Manager on Duty (MOD) as scheduled, including opening and closing responsibilities.

Sales Floor & Merchandising

• Drive sales by maintaining a well-stocked, organized, and visually compelling indoor selling environment.
• Ensure strong merchandising standards across hardgoods, gift, tropical, and other indoor product categories.
• Support seasonal merchandising transitions and promotional execution in partnership with store leadership.
• Partner with the Receiving Specialist to ensure timely replenishment and movement of product from stockroom to sales floor.
• Assist with merchandise transfers and inventory-related activities as directed.

Front-End Operations

• Serve as the store expert on POS systems, online transactions, and front-end operational processes.
• Maintain and communicate POS procedures, training materials, and operational best practices.
• Ensure accuracy and consistency in front-end operations through training, oversight, and process compliance.
• Maintain supporting POS resources, including scan books and operational documentation.

Inventory & Cross-Functional Collaboration

• Monitor inventory levels, product quality, and merchandising needs, communicating opportunities and concerns to store leadership and the buying team.
• Compile and communicate regular inventory and replenishment feedback, including weekly hotlists and product requests.
• Partner effectively with all store departments to ensure a seamless customer experience and efficient store operations.
• Participate in receiving, inventory, and operational activities as assigned.

Operational Excellence & Safety

• Maintain high standards of cleanliness, organization, safety, and operational execution throughout the store.
• Participate in store safety initiatives and proactively identify and address safety concerns.
• Represent the company professionally in all interactions with customers, team members, and business partners.
• Perform carryout assistance and other duties as assigned.

Job Requirements

• 2+ years of customer service experience
• 2+ years of POS experience
• Previous experience leading, training, or directing team members
• Strong customer service, communication, and problem-solving skills
• Merchandising experience in hardgoods, gift, retail, or related categories
• Basic knowledge of gardening products
• Advanced horticultural knowledge preferred; horticultural industry experience
• Ability to prioritize and remain organized in a fast-paced retail environment
• Ability to read and interpret technical and product information
• Knowledge of horticultural terminology, plant diseases, and insects
• Proficiency with Microsoft Office and internet-based applications
• Ability to analyze information and perform basic retail math calculations
• Ability to lift up to 50 pounds occasionally
• Ability to stand and walk for extended periods on hard surfaces
• Availability to work evenings, weekends, holidays, and seasonal overtime as business needs require

Physical Requirements:

Ability to lift 50 lbs occasionally and work outdoors in all weather conditions.