Lead Customer Service Representative

Position Overview

The Lead Customer Service Rep oversees the daily operations of the sales counter in a fast-paced distribution warehouse environment. This individual is responsible for ensuring excellent customer service, maintaining efficient workflow, and driving sales growth. The role involves managing a team of counter sales associates, resolving customer inquiries, and ensuring inventory accuracy and availability for seamless transactions.

Key Responsibilities:

1. Leadership & Team Management:

• Supervise and guide sales counter staff, ensuring adherence to company policies and procedures.
• Train, mentor, and evaluate team members to improve performance and productivity.
• Schedule shifts and allocate resources to maintain smooth operations.

2. Customer Service Excellence:

• Serve as the primary point of contact for escalated customer inquiries or complaints.
• Ensure a positive customer experience by maintaining a professional, courteous, and efficient counter service environment.
• Develop strategies to improve customer satisfaction and retention.
• Ensure front line phone

3. Sales & Revenue Growth:

• Drive counter sales through upselling, cross-selling, and promotional initiatives.
• Monitor and analyze sales metrics, providing actionable insights to achieve targets.
• Work with the sales and marketing teams to implement campaigns and pricing strategies.

4. Inventory Management:

• Collaborate with the warehouse team to ensure accurate stock levels and timely restocking of counter inventory.
• Conduct regular audits to ensure compliance with inventory policies.
• Identify and address any inventory discrepancies or stock shortages.

5. Operational Efficiency:

• · Maintain a clean, organized, and safe sales counter area.
• · Implement efficient workflows to minimize customer wait times and maximize transaction speed.
• · Ensure compliance with safety and operational standards

Qualifications and Skills:

Required:

• · High school diploma or equivalent; Bachelor's degree preferred.
• · 3+ years of experience in retail sales, counter service, or warehouse operations.
• · Proven leadership or supervisory experience in a customer-facing role.

Skills:

• · Strong interpersonal and communication skills.
• · Proficiency in using POS systems and inventory management software.
• · Ability to multitask and prioritize in a fast-paced environment.
• · Analytical mindset with a focus on achieving sales and operational goals.
• · Problem-solving and decision-making skills.
• Preferred:
• · Experience in a distribution or warehouse setting.
• · Knowledge of the industry or product lines carried by the warehouse.

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Physical Requirements:

· Ability to stand for extended periods and lift up to 50 lbs as needed.

· Comfortable working in a warehouse environment with varying temperatures.

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Ability to Commute:

• Honolulu, HI 96819 (Required)

Ability to Relocate:

• Honolulu, HI 96819: Relocate before starting work (Required)

Work Location: In person