FT Customer Service Manager

Michaels Stores • Alcoa, TN

1d • Onsite

About The Position

The Customer Service Manager is responsible for delivering a customer-centric shopping experience by effectively managing front-end operations and omnichannel processes. This role involves leading and coaching the customer experience team (sales floor and cashier) to achieve results and KPIs, participating in performance management, and supporting talent development. The manager will maintain store recovery standards, ensure friendly customer service, and plan and execute in-store events. Additionally, they will assist the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and company policies, managing shrink and safety programs, and assisting with cash reconciliation, bank deposits, and inventory processes. For select stores without a dedicated Framing Manager, this position also includes leading the delivery of high-quality custom framing solutions.

Requirements

• Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job

Nice To Haves

• Retail management experience preferred

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 execution of Company policies and standards
• Hold them accountable for store conditions and results
• 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
• Manage and execute the shrink and safety programs
• 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

Benefits

• health insurance (medical, dental, and vision)
• paid time off
• tuition assistance
• generous employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees