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Lead Sales and Distribution

Company: Community Transit
Location: Everett
Posted on: May 3, 2021

Job Description:



Under minimal supervision, the Sales & Distribution Lead will assist with scheduling and prioritizing the Sales & Distribution team's daily work. The Lead will set and model a high standard for customer service and will help to ensure the same standards are followed by the entire team. They are also responsible for assisting the Assistant Manager of Customer Care with the overall communication to the team concerning procedures, training, written records and other similar duties. A successful Sales & Distribution Lead will spend time working with each Sales & Distribution Specialist to provide support and guidance and will work with the Assistant Manager to ensure each person has the training and resources needed to excel. They will ensure the latest company information is shared with the team and feedback is in turn shared with the appropriate staff within the agency.

This is a working position, with the expectation that as necessary, they will lead and/or assist in the fulfillment of work assignments, including, but not limited to: selling fare media, permits & products, maintaining internal and outlet inventory, distributing materials to internal & external partners, responding to customer requests for transit information, lost and found inquiries and customer comments.

Essential Duties

Responsible for over-the-counter retail, telephone, online and mail order sales of electronic fare media, transit passes, tickets and permits. Processes requests for refunds. Maintains sales logs and inventory records. Prepares daily cash sales reports and reconciles cash drawer. Receives, tracks and processes lost and found articles. Provides service to customers calling the ORCA regional fare media call center including product sales, troubleshooting, and general information. Responsible for distributing consumer information and marketing materials to distribution outlets (internal and external). Stocks, warehouses, maintains and records weekly inventory. Provides accurate, detailed and timely responses to telephone inquiries from the general public for route and schedule information, fares, bus stop locations, transfer points and service or other changes. Provides information about Community Transit's operational policy, procedures and general transit practices. Troubleshoots, documents and reports system and equipment problems. Performs all other Sales & Distribution Specialist duties of a similar nature or level, as required.

Lead Duties:

Audits Distribution supply flow-through, poster printing, schedule posting, etc. Acts as point of contact on Service Change Core team as necessary. Audits lost and found process. Tracks DART and Free Ride ticket counts, ordering and flow through rates. Advises Manager when orders are needed. Help reconcile ORCA occurrences. Researches and compiles data for review and evaluation; prepares and publishes reports. Document and maintain policies and procedures. Reviews and resolves customer escalations. Identifies solutions to the customer's concern and/or directs them to the appropriate resource. Responds to questions/concerns from the S&D team while on duty. Elevate concerns that need further exploration. Provides assistance in developing departmental training materials and identifying off-site training opportunities. Ensures that training is provided for any new employees, equipment, policy or procedure. Ensures training records are up-to-date and complete for the S&D team. Helps to schedule, adjust and oversee the work of the S&D team, ensuring established standards, policies and procedures and followed. Provides the Assistant Manager of Customer Care with data related to staffing needs and opportunities. Assists in the creation, monitoring and adjustments of the work schedule to ensure adequate staffing coverage. Reviews time sheets and absence requests for completeness and accuracy. Tracks Reliability Award. Performs related duties of a similar nature or level as required.


Minimum Qualifications

Four years of progressively responsible sales and customer service experience required. No more than 2 moving violations and/or accidents in the last three years. Demonstrated Regular and reliable attendance.


Two years of ORCA call center and/or customer service office experience. Experience in a supervisory role.

Entry Requirements for: Knowledge and Skills

Qualification to enter this position requires knowledge of the following:

Customer relations/service principles and practices. Microsoft Windows and related desktop applications and features. Community Transit's customer comment system Connections. Public transit, including Community Transit's and Sound Transit's service areas, policies and procedures regarding transit fares, ORCA card use, transfers, organization and pass/ticket/permit sales. Americans with Disabilities Act. Labor Agreement between Community Transit and Amalgamated Transit Union #1576.

Qualification to enter this position requires skill in:

Planning, organizing, prioritizing and coordinating work within a diverse team. Remaining professional and courteous with customers at all times and providing effective, accurate, courteous customer services. Ability to provide and maintain professional communication and interpersonal relationships when interacting with co-workers, supervisor, internal and external customers, even during difficult conversations, as well as active listening skills that build, adapt and maintain relationships. Dedication to customer satisfaction and team growth and development. Able to type a minimum of 45 wpm accurately. Data entry, basic business writing, general math and handling money. Operating company vehicle during frequent stops. A valid Washington State driver's license is required. Transferring knowledge and information to others.

Proficient Performance Requirements for Knowledge and Skills

Qualification to fulfill the full range of this position's duties requires the following knowledge, which may be gained or further developed after entering the job:

Familiar with agency policies and procedures.

Qualification to fulfill the full range of this position's duties requires the following skills, which may be gained or further developed after entering the job:

Assist in training of Sales and Distribution staff as needed. Assist with the creation of presentations and reports that allow the Customer's Experience to be shared throughout the agency. Prioritizing, planning and scheduling work.

Physical Requirements

Reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, seeing, repetitive motions, carrying.

Application Process

Apply at www.communitytransit.org. Only complete online applications will be considered. Must be received by May 7, 2021 before 5:00 pm. Applicants who meet minimum requirements may be scheduled for a variety of tests to determine their knowledge, skills and abilities.

If you have a family member, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position may be affected. Community Transit provides a tobacco-free & drug-free work environment.As a recipient of federal funds, Community Transit is an Equal Opportunity Employer & does not unlawfully discriminate on any basis prohibited by Federal, State or Local law. We value and encourage diversity in our workforce. EOE AA M/F/Vet/Disability. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability

Keywords: Community Transit, Everett , Lead Sales and Distribution, Other , Everett, Washington

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