Customer Service Lead, CA

** Customer Service Lead, CA Job 303.21**

**Job Category****:** Store **Requisition Number****:** CUSTO06499 Showing 1 location **Job Details**

**Description**

**DUNN-EDWARDS: THE BEST JOB IN RETAIL HERES WHY:**

* Career opportunities: At Dunn-Edwards, we believe in promoting from within and invest in your training and development. We have multiple avenues available that employees can travel as they grow their career: store operations, field sales and corporate support roles.

* Work-life balance: Our stores close at 5:00pm Monday Friday and are closed most major Holidays. Due to our business model, we have some of the most desirable hours in retail.

* Since 1925, Dunn-Edwards has been renowned as the professionals #1 choice for paint and coatings. Simply put, we make great products and have great employees. We started as a family-owned company and those values hold true to this day.

* World class benefits, including tuition assistance program and 401k program with company match.

* True team atmosphere: You get to work with multiple departments that all have the common goal: being the #1 choice for all who paint. Respect, friendliness, professionalism and fun are the hallmarks of our company culture.

**GENERAL PURPOSE OF JOB:**

The Customer Service Lead (CSL) at Dunn-Edwards assists the store management team with ensuring a distinctive shopping experience for all guests and executing store operations during scheduled shifts. Responsibilities as a Customer Service Lead include modeling outstanding customer service and selling skills, allocating staff and resources to keep the sales floor stocked, organizing sales floor and stock areas, and building trusted partnerships with our painting professionals. The Customer Service Lead, in absence of the Store Manager and Assistant Store Manager, takes full responsibility for all store operations.

Customer Service Leads interact with customers via phone and in-person to offer expert advice, while also processing and completing transactions. In addition, the Customer Service Lead is responsible for upholding Dunn-Edwards store vision of fast and reliable service. The Customer Service Lead continuously learns about the industry, products and services through Dunn-Edwards Learning Network and various job certification programs that better assist in answering questions and making proper recommendations, as well as building a foundation for potential advancement opportunities as Dunn-Edwards continues to grow.

**ESSENTIAL DUTIES AND RESPONSIBILITIES:**

Making a connection with customers, asking questions about their project, then giving options and advice on meeting those needs

* Ensure delivery of product as needed meets both Dunn-Edwards and customers quality and service expectations

* Conduct self in professional manner - always acting as a positive extension of the Dunn-Edwards brand

* Efficiently take customer orders through various methods (email, phone, in-person) and process through point-of-sale

* Adheres to and assists Store Management team with compliance to company safety and regulatory standards at all times

* Utilize basic computer skills for various functions including opening and closing store procedures

* Clean and maintain all areas of store and equipment as assigned

* Assist with maintaining proper merchandise inventory levels

* Must have the ability to communicate clearly both written and verbal

* The ability to stock and merchandise products according to planogram

* Meet expectations of core competencies related to the position:

Accountability, Attention to Detail, Customer Focus, Decision Making, People Development

* Must be capable of performing specifically assigned job duties at, or below, current classification including tinting paint

* Additional duties as assigned

* Must be able to legally drive company vehicle

.**SUPERVISORY RESPONSIBILITIES:**

Although no subordinates report to this position, the Customer Service Lead is often the shift supervisor when opening and/or closing and must direct store associates during these times.

**EDUCATION and/or EXPERIENCE:** Four years of High School with diploma or GED equivalent is required. Previous experience in a shift supervisory role is a plus.

**LANGUAGE SKILLS:** Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Read and write English for safety purposes. Bilingual is a plus.

**MATHEMATICAL SKILLS:** Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute percentages and analyze report data and statistics. Ability to operate Point-of-Sale computer system and complete cash transactions accurately.

**REASONING ABILITY:** Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

**CERTIFICATIONS, LICENSES, REGISTRATIONS**: Valid drivers license is required.

**AVAILABLE BENEFITS:**

Health insurance, dental insurance, vision insurance, vacation and holiday pay, paid sick time, 401K program including company match (benefits vary for part-time employees).

**(This applies to internal applicants only)**

**General Qualifications/Requirements for applying:**

* A letter of recommendation from your manager.

* Applicants must be in their current position for a minimum of 90 days.

* Any Internal applicant who has received critical discipline within the past 6 months will be eliminated from consideration.

* Applicants must have received:

+ Stores: 3.0 or higher on last quarterly or annual appraisal (whichever is most recent)

+ Sales: 3.0 or higher on last annual or mid-year review (whichever is most recent)

+ All others: 3.0 or higher on last annual performance appraisal

All internal applicants who meet the qualifications/requirements of this job, as well as those listed above, are encouraged to apply and will be considered on a non-discriminatory basis. Persons who apply for the same position at different locations must notify the respective hiring manager(s).

**Process Guidelines for Internal Applicants:**

Human Resources has established these Guidelines for these purposes:

* To inform you about what is required to apply for this position.

* To inform you that HR intends its oversight of the process in order to:

* promote fairness and consistency so that all qualified internal applicants have an equal chance to apply.

* ensure compliance with the Job Posting Policy and all related provisions of the Employee Handbook.

- Internal applicants are preferred, although external candidates may simultaneously be considered.

- Not all internal applicants will be granted an interview for this position. The hiring manager reserves the right to determine (1) whether an internal applicant meets the qualifications for the position; (2) whether an internal applicant should be interviewed for either a non-management or management position; (3) whether an internal applicant should be interviewed in person, by telephone or a combination of the two. Such determination shall be made on a non-discriminatory basis.

- Not all vacancies will be posted. This especially applies, but is not limited, to senior management positions. Ultimately, whether any vacancy is posted is at the discretion of the hiring manager in consultation with the Vice President of Human Resources.

- A background check, including a satisfactory DMV check and drug screen, and other tests may be required for this position.

- The ideal internal applicant must live in the above geographical area or be willing to relocate at his/her own expense upon acceptance of this position (i.e., within 50 miles).

- Application Due Date: It is absolutely i