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.

Company Introduction

We are your local hardware store and we are a part of your community. Ace Hardware has over 5,000 stores around the world with the majority of those stores independently owned and operated by local entrepreneurs. These hard working men and women are part of the fabric of your community. They are small business owners who are local and loyal...just like it ought to be. While others have become large and impersonal, at Ace, we've remained small and very personal. That's why we say a visit to Ace, is like a visit to your neighbor.