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Customer Service Lead/Keyholder - Spring Creek Centre - Carter's & OshKosh B'gosh Full-time

at Carter's | OshKosh B'gosh Retail in Arkansas (Published at 11-01-2019)

Job Description:


The CSL is responsible for opening the store, covering meals/breaks and ensuring that proper store procedures are followed when store management is not on duty or unavailable on the salesfloor. The CSL will supervise all employees during the opening/tasking of the store, customer interaction, and some operational functions in the absence of store management. They are responsible for maintaining the Customer Experience as per Company standard and to support in the efficient expedition of all customer transactions. The CSL consistently abides by Our Values: Act with Integrity, Exceed Expectations, Succeed Together, Inspire Innovation, and Invest in People


Team Development

  • Communicates professionally and effectively in all interactions including the management team, sales associates, customers, business partners, and vendors.
  • Establishes and maintains a cooperative working relationship with all team members.
  • Supports management's direction of the store.
  • Supports, trains, and coaches others to success.
  • Assists in the training of new employees on the registers.
  • Redirects employees as needed to ensure delivery of the ultimate customer experience.
  • Receives feedback with positive intent and makes efforts to take appropriate action on that feedback.

Customer Satisfaction

  • Driving sales by proactively managing the customer experience while effectively performing Leader on Duty responsibilities; assuming the LOD role when Managers are not on the sales floor
  • Promotes customer service by ensuring associates are greeting and assisting customers while sharing company promotions.
  • Assists in resolving customer issues and complaints in a timely manner; escalates issues to appropriate Manager as necessary.
  • Builds customer loyalty through the Rewarding Moments program.
  • Readily available to support the customer with ship to store orders and offers services to add on to that order.
  • Maintains outstanding presentation standards, detailed product knowledge, and all other components of delivering the exceptional customer experience.
  • Supports the management team in integrating an omni-channel experience for customers by being trained on the use of and the products available through each channel.

Brand and Operational Execution

  • Ensure that registers are properly opened and closed, doors are opened and locked and alarms are set correctly.
  • Supports management team with loss prevention through a consistent level of customer service, education, and operational controls.
  • Ensures the cash wrap is clean and organized for customers.
  • Oversees and authorizes all POS related functions including customer/employee returns, exchanges, employee sales, discretion discounts.
  • Ensures the proper control of cash/media at the register including of opening registers and counting/closing register drawers.
  • Drives operational compliance through the completion of the following management tasks:
    • Opening procedures / opening store; based on individual store needs
    • Accepting freight
    • Taking garbage out
    • Completing bag checks
    • Completing change orders/cash pick-ups/counting tills
    • Covering meals/breaks
  • Ensures compliance of Company policy and procedures.

Required Experience:


  • High school degree. GED preferred or 2 yrs. relevant work experience or equivalent combination of education and relevant work experience.
  • Retail/specialty apparel knowledge and experience preferred.
  • Demonstrated customer engagement skills.
  • Ability to communicate effectively to customers and other employees.
  • Ability to handle multiple tasks concurrently.
  • Working knowledge of computer / technology skills (Outlook, Excel, Web navigation)


  • Ability to lift 40 pounds on a regular basis.
  • Ability to stand for long periods of time; climb up and down a ladder.
  • Constant walking and standing; frequent bending, stooping, reaching, pushing, and pulling.


  • Availability to meet the needs of the business that may include mornings, days/nights, weekends and holidays as scheduled.
  • Regular work frequency is required to remain an active employee.
  • Any availability changes must be approved by the Store Manager and will be approved based on business needs.
  • Scheduled working shifts range from 3-8 hours in length (applicable state laws apply).
  • Minimum number of hours not guaranteed.

NOTE: This job description is not intended to be all-inclusive. The duties described may be changed or reassigned at the discretion of management, and the employee may be required to perform duties that are not listed in the job description.

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