Customer Service Manager

Michaels - Brentwood, TN

Full-time - Mid Level

Brentwood, TN

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

As a Customer Service Manager, you will be responsible for delivering a customer-centric shopping experience by effectively managing front-end operations and expectations. Your role will involve leading omnichannel processes and maintaining store recovery standards to uphold our Brand Promises. You will be expected to deliver friendly customer service while assisting the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and Company programs. This includes compliance with applicable laws and requirements, execution of Company policies and standards, and holding your team accountable for store conditions and results. In this position, you will ensure that all front-end policies and procedures are followed, achieving your Key Performance Indicators (KPIs) and managing your team to meet their respective KPIs. You will plan and lead the execution of in-store events in accordance with Company programs, manage shrink and safety programs, and assist with cash reconciliation and bank deposits. Additionally, you will support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Your responsibilities will also include onboarding new Team Members, training, observing, and coaching the customer experience team (both sales floor and cashier) to achieve results. You will participate in the performance management process and support the Talent Development of your team, utilizing leadership competencies for your continued self-development. As the Manager on Duty (MOD), you will interact with others in a respectful manner, promoting commitment to the organization's vision and values, and serving as a role model for others. You will acknowledge customers, assist them in locating products, and provide solutions to their inquiries. Participation in truck unloading and stocking processes will be required to ensure that truck standards are followed and completed within budget. In select stores without a Framing Manager, you will also lead the delivery of high-quality custom framing solutions to customers, ensuring timely completion of the framing workload in partnership with the Store Manager. Other duties may be assigned as necessary.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations and expectations.
• Lead the omnichannel processes and maintain store recovery standards.
• Assist the Store Manager in managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure compliance with applicable laws and requirements and execution of Company policies and standards.
• Hold team members accountable for store conditions and results.
• Ensure all front-end policies and procedures are followed and achieve 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 including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
• Onboard new Team Members and train the customer experience team.
• Participate in the performance management process and support Talent Development of your team.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Acknowledge customers, help locate products, and provide solutions.
• Participate in truck unloading and stocking processes to ensure standards are followed.
• Cross-train in Custom Framing selling and production.
• Lead the delivery of high-quality custom framing solutions in select stores without a Framing Manager.

Requirements

• Retail management experience preferred.
• Ability to remain standing for long periods of time.
• Ability to move throughout the store and perform regular bending, lifting, carrying, reaching, and stretching.
• Ability to lift heavy boxes and access high shelves using a ladder or similar equipment.

Nice-to-haves

• Experience in customer service roles.
• Knowledge of retail operations and inventory management.

Benefits

• Health insurance coverage.
• Paid time off and holidays.
• Employee discounts on products and services.