McHenry--Customer Service Manager

Binny's•McHenry, IL

About The Position

The Customer Service Manager reports to and assists the General Manager and Assistant Store Manager with daily operations, motivating and inspiring the team to achieve store goals. The role focuses on the customer experience through active supervision and strengthening the service culture, while providing leadership and control in the store and enforcing company policies and procedures, including safety and security. The manager supports staff development, hiring, scheduling, merchandising, sales promotions, and inventory management. They also perform store associate duties and other duties as directed by managers.

Requirements

Must be at least 21 years of age.
1–2 years of retail management experience.
Demonstrated supervisory and training/coaching skills.
Full-time availability, including evenings, weekends, and holidays as scheduled; consistent and regular attendance is required.
Strong interpersonal skills and the ability to develop constructive, effective relationships with staff and customers and communicate confidently.
Ability to influence at all levels, work effectively within a team, and be assertive in driving successful management strategies.
Strong comprehension, excellent written and oral communication skills, and ability to read small type.
Strong organizational and time-management skills, ability to multitask, and attention to detail.
Ability to operate business machines and electronic devices, including scanners, phones, and computer keyboards.
Ability to count cash and make change accurately.
If necessary, ability to pass applicable alcohol training and maintain a current certification card.
Ability to repeatedly lift 40–50 pounds.
Ability to stand and/or walk for extended periods.
Ability to follow directions and complete assignments.
Ability to repeatedly walk up and down stairs.
Ability to work in cold areas.

Responsibilities

Create a welcoming environment for customers and respond promptly to their inquiries and needs.
Observe staff customer interactions and provide instructions and guidance to improve the customer experience.
Lead by example in customer service, sales, handling difficult or complicated sales, and organizational skills.
Conduct new employee orientations and train and coach Store Associates.
Use company tools to identify opportunities and develop performance-improvement action plans.
Communicate regularly with the General Manager and Assistant Manager about business strengths, opportunities, and trends to increase sales.
Discuss staff members’ strengths and development opportunities with the General Manager and Assistant Manager.
Provide staff with direction, support, and ongoing performance feedback.
Assist with hiring and actively recruit to fill open positions based on business needs.
Ensure company standards for store and associate appearance are met.
Assist with planning and adjusting schedules to maximize sales while meeting payroll expectations.
Plan, coordinate, and execute merchandising and sales promotions on time, ensuring pricing and signage are accurate.
Participate in continued education, including product knowledge and professional development.
Assist the management team with inventory management.
Perform all store associate duties while functioning as Customer Service Manager.
Perform duties as directed by managers and supervisors.