Full Time Customer Service Manager Gilbert

$33,280 - $39,520/Yr

Michaels - Gilbert, AZ

Part-time - Mid Level

Gilbert, AZ

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

About the position

The Customer Service Manager at Michaels will play a pivotal role in leading a team dedicated to enhancing customer relationships and delivering exceptional service in a retail environment. This position is designed for individuals who are passionate about arts and crafts and have a knack for managing teams effectively. The manager will be responsible for driving custom art sales and assisting customers in creating memorable solutions for their craft projects. This role requires a blend of leadership, customer service, and operational management skills to ensure that the store meets its sales and service goals while adhering to company policies and procedures. In this role, you will assist the Store Manager in ensuring compliance with Standard Operating Procedures (SOPs) and company programs. You will be responsible for developing and coaching your team to enhance their selling behaviors and ensure they are equipped to deliver high-quality custom framing solutions. The Customer Service Manager will also manage the inventory processes, execute shrink and safety programs, and serve as the Manager on Duty (MOD) when required. This position involves a hands-on approach, including participating in the truck unload and stocking processes, and ensuring that the store maintains high standards of customer service and operational efficiency. The ideal candidate will have a strong background in retail management, with a focus on team leadership and customer engagement. You will be expected to interact positively with customers and team members, promoting a culture of respect and commitment to the organization's vision and values. This role offers opportunities for career growth and development within a fun and creative work environment, making it an exciting opportunity for those looking to advance their careers in retail management.

Responsibilities

• Lead and coach a team of Team Members focused on building customer relationships and creating project solutions.
• Drive custom art sales and assist customers in creating memorable solutions for their art projects.
• Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Develop and coach the team on selling behaviors and ensure accountability for store conditions and results.
• Deliver high-quality custom framing solutions to customers on time by planning workload in partnership with the Store Manager.
• Achieve personal and team KPIs and manage the framing team to achieve their role KPIs.
• Review sales and production workload and build plans for networking and sales floor time.
• Manage and execute inventory management processes as assigned.
• Execute shrink and safety programs effectively.
• Serve as Manager on Duty (MOD) and assist with interviewing, onboarding, and training of new Team Members.
• Participate in Performance Management activities of your team and support Talent Development activities.
• Interact with others in a respectful manner and promote commitment to the organization's vision and values.
• Participate in the truck unload and stocking processes to ensure standards are followed and completed within budget.
• Follow SOPs and ensure a safe environment for all employees and customers.

Requirements

• Minimum 18 years of age.
• Basic computer skills experience required.
• 4 years of management experience in a retail environment.

Nice-to-haves

• Retail management experience preferred.
• Experience leading a sales team.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance