Customer Service Manager
| Company | Michaels |
|---|---|
| Location | Newton, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- Retail management experience preferred
- Ability to remain standing for long periods of time
- Ability to move throughout the store
- Regular bending, lifting, carrying, reaching, and stretching
- Lifting heavy boxes and accessing high shelves by ladder or similar equipment
Responsibilities
- Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations
- Lead the omnichannel processes
- Maintain store recovery standards to deliver our Brand Promises
- Deliver friendly customer service
- Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements
- Ensure all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs
- Plan and lead the execution of class and in-store events in accordance with Company programs
- Manage and execute shrink and safety programs
- Assist with cash reconciliation and bank deposits
- Assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed
- Assist with the onboarding of new Team Members
- Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in the performance management process; support Talent Development of your team; utilize the leadership competencies for continued self-development
- Serve as Manager on Duty (MOD)
- Interacts with others in an accepting and respectful manner; remains positive and respectful, even in difficult situations; promotes commitment to the organization’s vision and values; projects a positive image; and serves as a role model for others
- Acknowledge customers, help locate the product and provide solutions
- Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget
- Cross train in Custom Framing selling and production
- In select stores that do not have a Framing Manager only, responsibilities also include: leading the delivery of high-quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager
- Other duties as assigned
Preferred Qualifications
- Retail management experience preferred