SDS Retail Support Lead

Job Title

Lead work teams with the daily processes within the SDS Retail Support Team ensuring accuracy and team goals are achieved as well as serving as escalation point for members of the team.

Responsibilities (other duties may be assigned):

1. Audit daily workload and manage task management tools to ensure timely execution of tasks and processes.
2. Monitor and contribute to daily processes, data entry, and customer service support to ensure accuracy and timeliness.
3. Assist in the hiring and training process for SDS Retail Support work teams.
4. Make decisions on when to escalate an issue to SDS Retail Support Team management.
5. Conduct call and email audits to ensure Service Desk tickets and email communication is being handled effectively and identify coaching opportunities that needs escalated to management.
6. Maintain performance and work team metrics defined by SDS Retail Support Management and provide regular reporting.
7. Provide shift coverage and/or obtain shift coverage from other team members for call-offs, PTO time, etc.
8. Audit, maintain, and catalog applicable work team SOPs.
9. Assist the SDS Retail Support Management team in designing and developing processes / procedures to continuously improve retail support working with cross functional teams & disciplines.

Qualifications:

Education:

• High School Diploma/GED required
• Technical / Trade Training / Sheetz Training required

Experience:

• Minimum 3 years related Supply Chain and/or Retail Support experience required

Licenses/Certifications:

• None Required

Tools & Equipment (Other than general office equipment):

• General Office Equipment

Accommodations:

Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.