Full-Time Customer Service Supervisor

Role Specific Information

Job Description

About the Role

In this role, you will be the expert in point of sale and customer services, providing direction and working alongside associates to deliver excellent customer service. You will teach, coach, develop and supervise associates while completing all service processes focused on consistent execution and operational efficiency.

What You’ll Do

• Lead, coach and assist associates to deliver speed of service, execute complicated transactions and create a compelling customer experience at POC and Customer Service

• Meet or exceed individual goals (e.g., credit, loyalty) and support the service team in meeting storewide goals

• Coach, teach and train associates to accurately and efficiently execute point of sale and customer service standards based on company guidelines

• Support the training of associates on merchandising standards, product knowledge, and tools; utilize resources and adhere to Kohl’s brand standards

• Support inventory accuracy by timely and accurate completion of all required merchandise disposition practices

• Oversee daily cash-related processes (e.g., register and cash balancing, change orders, authorizing voided transactions, supplies, over/short research)

All Supervisor roles at Kohl’s are responsible for:

• Leading with integrity, honesty and fostering teamwork in an engaged and inclusive culture

• Exercising good judgment; taking appropriate partners as needed

• Modeling, guiding and providing direction to associates

• Demonstrating and coaching a customer service mindset, including customer service philosophies, anticipating customer needs and satisfactorily resolving issues

• Supporting strong operational standards, shortage mitigation, and merchandising presentation to include accurate pricing and proper signing

• Preventing loss by educating associates, monitoring daily store activity and product protection standards, and partnering with Loss Prevention

• Monitoring and adjusting resources as the business dictates to support customer needs and workload demands when assigned by a store executive as leader on duty

• Use key performance indicators (KPIs) to make informed business decisions that drive overall store results

• Accomplishing multiple tasks within established timeframes

• Training, monitoring and reinforcing company policies, procedures, standards and guidelines

• Maintaining adherence to company safety policies for the safety of all associates and customers

• Key holder responsibilities include opening and closing store processes, and providing direction to associates

• Other responsibilities as assigned

What Skills You Have

Required

• Must be at least 18 years of age or older

• Experience supervising teams or associates to include the responsibility for coaching to achieve daily goals

• Strong verbal/written communication and interpersonal skills

• Flexible availability, including days, nights, weekends, and holidays

Preferred

• 2 years experience in retail or similar industry

Essential Functions

The requirements listed below are representative of functions you will be required to perform, however you may be required to perform additional functions. Kohl’s may revise this job description at any time. To perform this job successfully, you must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, absent undue hardship.

• Ability to perform the accountabilities listed in the “What You’ll Do” Section.

• Ability to satisfactorily complete company training programs.

• Ability to comply with dress code requirements.

• Basic math and reading skills, legible handwriting, and basic computer operation.

• Ability to operate and communicate on multiple frequency devices, handheld scanners, and other technology equipment as directed.

• Ability to maintain prompt and regular attendance and meet scheduling requirements as set by the company.

• Perform work in accordance with the Physical Requirements section.

Physical Requirements

• Must be able to lift up to 50 lbs. frequently and occasionally over 50 lbs. with a two person lift.

• Ability to climb, squat, stoop, kneel, crouch, bend, twist, reach, lift, grasp, push and pull on a frequent basis.

• Ability to stand/walk for the duration of a scheduled shift (at least 8 hours).

• Ability to visually verify information and locate and inspect merchandise.

• Ability to comply with health and safety standards.