Job Description Overview

Do you love to hustle? Ready for some new challenges? Guide the work of the Freight Staff and Customer Service Team! The Freight Customer Service Lead is responsible for the movement of product into the store and maintaining the presentation of it by keeping the shelves fully stocked, faced, organized, labeled, and easily shoppable. They promote sales on every level by supporting the cashiering staff, increasing product knowledge, and rolling out marketing efforts.

Position Specific Functions

1. Coordinates Freight & Customer Service Department operations.

2. Communicates frequently with the Buyer and Jr. Buyer to ensure smooth flow of product into the store and onto the floor.

3. Monitors store-wide stocking levels and product availability.

4. Plans and assigns work of team, ensures quality standards, guides staff and oversees their productivity.

5. Leads monthly department meetings, sets team goals and keeps the department growing. Performs quarterly 1on1’s and maintains close communication with staff.

6. Makes use of in-the-moment coaching opportunities, and brings ongoing issues to the attention of management.

7. Works flexible schedule (in tandem with Managers and other Leads) to ensure supervisory presence and guidance during all open business hours.

8. Serves as an MIC, supervising and guiding all store operations when assigned.

Freight-Specific Functions

• Stocks, rotates and faces products with attention to product quality, package conditions and expiration dates.
• Receives and unloads merchandise; checks quality, count and condition.
• Participates in inventories.
• Use of pallet jack required.
• Processes special orders for customers.
• Contacts vendors about any issues with shipments.
• Maintains cleanliness, organization and rotation of all areas, products and supplies.
• Understands and complies with specific shift guidelines, tasks and responsibilities.
• Reads and understands product and merchandiser information. Participates in the merchandising committee to further aid in product placement and flow. Has the skills to properly merchandise when needed.
• Demonstrates familiarity of pet supply terminology and recommended product uses, as well as vendor/supplier information, product labeling, and special diets with willingness to continue learning.
• Maintains awareness of current promotions and events.
• Notifies management of any situations relating to customer service, safety, productivity, security or any other situation that may have an adverse effect on the store.
• Participates in frequent and regular department and store training and testing.

Customer Service Responsibilities

• Performs cashiering duties; proficient with all functions of POS system (sales, refunds, returns, gift certificates, etc.) and can perform all special case POS functions (credit cards via web, manual CC transactions, etc.)
• Warmly greets all customers coming into the store and encountered on the sales floor.
• Engages the customer in a friendly manner, shares product Information, assists in locating product throughout the store, seeks opportunities to exceed customer expectations and enhance the customer experience.
• Adapts service based on customer needs, handles challenging customer situations and seeks solutions to delight the customer.
• Sells add on products and works to increase the average spend while working to serve and delight customers.

Qualifications

• Great communication skills required.
• Supervisory experience is a plus.
• Retail, customer service, animal/pet or similar experience required.
• Ability to delegate effectively and guide the activity of a team.
• Has a keen interest in safety.
• Highly reliable.
• Excellent record of attendance/punctuality.
• Self-motivated, with high attention to detail, quality and presentation.
• Ability to manage complex and/or difficult customer interactions.
• Ability to read, understand and follow through on verbal and written instructions.
• Ability to maintain a flexible schedule in order to meet needs of the department.
• Ability to reliably meet required work schedule and adhere to company attendance policy.

Physical Requirements

• Required to work for extended periods of time in direct contact with a variety of animals while potentially exposed to dust, dander, and other allergens.
• Frequently required to work around potentially toxic chemicals associated with certain pet care products.
• Consistently required to stand, reach, grasp, twist and turn, talk, listen and hear, and make repetitive motions with hands and feet.
• Frequently required to walk, stoop, bend, kneel/squat, fine finger manipulation and push/pull.
• Frequently required to climb ladders.
• As needed, position may require sitting, crawling, driving and climbing stairs.
• Frequently required to lift up to 40 pounds without assistance.
• Frequently required to lift up to 100 pounds with assistance.
• Work performed requires medium physical strength.
• Consistently required to use near and peripheral vision, in addition to depth perception. 

Why You'll Love Working Here:

• Diverse Interactions: Meet a variety of Portland's pet-loving personalities.
• Growth Opportunities: We value new ideas and offer chances to take on new responsibilities.
• Constant Learning: Participate in frequent training to stay updated and improve pet care.
• Autonomy Celebrated: Take charge of tasks with minimal supervision.
• Feedback Culture: Receive regular feedback to help you grow.
• Community Impact: Support local rescues and non-profits through fundraising and volunteer opportunities.

Competitive Pay: Always starting above minimum wage and yearly raises based on performance.

• Health Benefits: 70% coverage of full Kaiser health care for full-time employees.
• Work-Life Balance: Enjoy paid time off and support for gym memberships and commuting options.
• Pet Care Discounts: Get great discounts to provide the best care for your pets.

Please - no phone calls or drop-ins to the store about the position. It may even hurt your chances of getting a job offer. If we think you might be a good fit, we'll be in touch ASAP.