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.

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