Customer Service Lead

Hughes Collective is pleased to present an exciting opportunity on behalf of our client.

Title: Customer Service Lead

Location: Moosomin, SK

Reporting to: Grocery Manager

Our Client

Our client is a long-standing co-operative operating across southeastern Saskatchewan. What began as a small local operation has grown into a multi-division retail organization with locations supporting agriculture, fuel, food, and home and building supplies.

Their locations are part of the daily rhythm of the communities around them. Farmers stop in before heading to the field, families fuel up on their way through town, and regular customers know the staff behind the counter by name.

Across the organization you will find experienced teams and leaders who run their locations with clear expectations and strong operational standards. Many employees have been with the co-operative for years, creating an environment where knowledge is shared, new staff are supported, and people understand the importance of the work they do in their communities.

The Opportunity

The front end is often the busiest point of the store and one of the last interactions a customer has before they leave. With four staffed tills, four self-checkouts, online orders and a constant flow of customers, someone needs to keep an eye on the full picture while making sure service never slips.

As the Customer Service Lead, you will coordinate the front-end team during your shift, organize daily cashier assignments, monitor service levels and step in wherever support is needed. You will oversee the customer service area, self-checkouts and click-and-collect activity while helping ensure customers are greeted, assisted and served the way they should be.

This is a highly visible role for someone who enjoys connecting with people and leading by example. You will set the tone at the front end, provide direction to the team and recognize when extra attention is needed, all while creating an experience that keeps customers coming back.

Key Responsibilities

As the Customer Service Lead, you will work collaboratively and are responsible for:

1. Front-End Operations & Customer Service

• Coordinate daily front-end operations across staffed tills, self-checkouts and the customer service area.
• Monitor customer traffic and ensure an appropriate number of tills are open to maintain strong service levels.
• Step onto a till and provide coverage during breaks, busy periods or unexpected staffing needs.
• Set the example for friendly, attentive service by actively engaging with customers and helping create a welcoming experience.
• Assist customers with questions, special requests and service needs while escalating concerns to the Grocery Manager when appropriate.
• Support the front end in maintaining clean, organized and customer-ready work areas.

2. Team Coordination & Support

• Organize cashier assignments during the shift, including till coverage and additional daily tasks.
• Provide direction and support to front-end employees so expectations remain clear during busy and quieter periods.
• Observe customer service and productivity levels and provide immediate guidance when small adjustments are needed.
• Identify ongoing performance concerns and communicate them to the Grocery Manager for further coaching or follow-up.
• Help train employees on front-end expectations, self-checkout procedures, customer service and loss prevention practices.
• Lead through example by demonstrating the level of service, communication and professionalism expected at the front end.

3. Cash, Opening & Closing Procedures

• Prepare and maintain till floats according to store procedures.
• Complete assigned opening and closing responsibilities, including cash-related reports and end-of-shift documentation.
• Support daily cash-up and deposit procedures and ensure required processes are completed accurately.
• Maintain awareness of cash-handling controls and report discrepancies or concerns according to policy.

4. Online Orders & Loss Prevention

• Oversee click-and-collect and online order activity, ensuring orders are coordinated and customer service standards are maintained.
• Monitor self-checkout activity and ensure appropriate employee coverage is maintained.
• Support loss prevention procedures across the front end and report concerns or discrepancies to management.
• Ensure employees understand front-end loss prevention expectations and follow required procedures.
• Provide the Grocery Manager with a brief end-of-shift update outlining significant customer, employee or operational issues

Qualifications

As the Customer Service Lead, you will possess the following qualities:

The Essentials (Hard Skills):

• Previous experience in customer service, retail, hospitality or another customer-facing environment.
• Comfortable working with point-of-sale systems, cash transactions and basic cash-handling procedures, or able to learn these responsibilities quickly.
• Ability to organize daily tasks and coordinate multiple employees during a shift.
• Comfortable using basic computer systems and completing routine reports and written shift updates.
• Availability to work a rotating schedule that includes daytime and evening shifts as well as every other weekend. Typical weekday shifts are approximately 8:00 a.m. to 5:00 p.m. or 11:00 a.m. to 8:00 p.m., with weekend hours varying according to store needs.
• Previous leadership or supervisory experience is considered an asset but is not required.

The Intangibles (Soft Skills):

• Outgoing and approachable with the confidence to start conversations and engage comfortably with customers and coworkers.
• Comfortable providing direction and addressing small service or performance concerns in the moment.
• Observant and responsive, able to recognize when another till needs to open, a team member requires support or customer service levels are beginning to slip.
• Dependable and willing to jump in personally when the front end becomes busy.
• Positive and professional with a work ethic that others can follow.
• Interested in developing leadership experience and taking greater responsibility within a retail environment.

What Our Client Offers

• Total Package - Comprehensive benefits that support personal well-being alongside a stable, full-time opportunity.
• Leadership Opportunity - The opportunity to coordinate the front-end team, build leadership experience and take on greater responsibility within the store.
• Variety - A customer-facing position that brings together team coordination, front-end operations and customer service throughout each shift.
• Growth & Development - Access to learning and development opportunities within a multi-division co-operative organization that supports continued career growth.

About the Collective

At Hughes Collective, we don’t just recruit, we revolutionize how talent meets opportunity. We’re not in the business of filling roles; we’re in the business of transforming careers and powering businesses with bold, game-changing hires.

For candidates, this isn’t just about your next job, it’s about uncovering your passions, amplifying your strengths, and unlocking your potential. We’re here to connect you to a career that excites, inspires, and fuels your future.

This isn’t recruitment as usual, this is Hughes Collective. Bold. Authentic. Unapologetically different. Your next move starts here.