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 stores 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.

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.