Supervisor – Customer Service

Position Overview

As a Supervisor of Customer Service, you will play a crucial role in delivering exceptional customer experiences, driving engagement in customer programs, and ensuring the efficient operation of store services. Reporting directly to the Assistant Manager – Customer Service Lead, your responsibilities will focus on enhancing customer service excellence and driving key customer engagement programs. If you are passionate about providing top-tier customer service and are eager to contribute to our commitment to being "The Helpful Place”, we invite you to join our team and make a meaningful impact on our customers and associates alike.

Essential Duties and Responsibilities

Leadership

• Provide excellent representation of Kabelin Ace Hardware through fully embodying the company’s core values and what it means to be “The Helpful Place”.
• Supervisors are held to a higher standard and always “Customer Ready.” Show up on time, actively find replacements in advance for shifts, and complete job responsibilities each day with accuracy and thoroughness.
• Lead by example and maintain approachability for associates and customers.
• Delegate responsibilities and tasks to teach and empower your associates.
• Drive store sales to meet and exceed the Plan.
• Share merchandising, cost control, or sales ideas with the Manager for follow-up.
• Prepare and strive for future career advancement.

Customer Service

• Train associates in customer service best practices, ensuring they consistently provide exceptional service.
• Drive participation in the Ace rewards program, exceeding targets by promoting its benefits to customers and associates.
• Review customer satisfaction survey scores and collaborate with the team to identify opportunities for enhancing overall service levels.
• Oversee the Customer Coordinator role and efficiently manage daily tasks of floor associates.
• Manage all store services, including pipe cutting, propane-related tasks, key cutting, key programming, screen repair, lock servicing, assembly, equipment servicing/warranty issues, engraving, and more.
• Ensure associates receive comprehensive training in all store services, maintain proper supply levels, and address repairs promptly to uphold service quality.
• Oversee and manage the paint department, including training associates, driving add-on sales, and efficiently managing inventory.
• Ensure prompt and accurate fulfillment of Online, Curbside, and Delivery Orders, ensuring customer orders are processed efficiently and accurately.
• Train the entire team on the register and oversee all cashiering functions, including training new cashiers, conducting audits, and generating necessary reports.
• Promote business customer sales growth through training, credit line management, inventory maintenance, order placement, and other initiatives.
• Champion employee engagement initiatives and collaborate with management to enhance overall engagement levels among associates, fostering a positive and productive work environment.

Compensation

$12 - $15 / hour. This is a full-time position at 40 hours/week (some evenings & every other weekend required).

Benefits

• Health, Dental, and Vision Insurance
• Paid Time Off & Holiday Pay (on certain holidays)
• Retirement Plan with Company Match
• Employee Discount

Minimum Qualifications

• High School or GED equivalent.
• Possess a valid in-state driver’s license with an acceptable driving record.
• Previous retail merchandising experience preferred. Hardware experience preferred.
• Standing, walking, lifting (up to 40lbs) and climbing.

***Job responsibilities may change based on the needs of the business.

Acknowledgement:

I have read this job description and fully understand the requirements set forth therein. I understand that this is to be used as a guide and that I will be responsible for performing other duties as assigned. I further understand that this job description does not constitute an employment contract with Kabelin Ace Hardware.