Customer Service Manager Part Time

Michaels•Coralville, IA

17h•Onsite

About The Position

The Customer Service Manager is responsible for delivering a customer-centric shopping experience by managing and executing effective front-end operations and expectations. This role leads omnichannel processes, maintains store recovery standards, and ensures friendly customer service. The manager assists the Store Manager in upholding Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with laws and policies, and holding the team accountable for store conditions and results. Key duties include achieving KPIs, planning and executing in-store events, managing shrink and safety programs, assisting with cash reconciliation, bank deposits, and inventory processes. The position also involves onboarding new Team Members, training, observing, and coaching the customer experience team (sales floor and cashier), participating in performance management, and supporting talent development. The Customer Service Manager serves as Manager on Duty (MOD), interacts respectfully with others, promotes company values, and acts as a role model. They are expected to acknowledge customers, help locate products, provide solutions, and participate in truck unloading and stocking. Additionally, the role requires cross-training in Custom Framing selling and production, and in select stores without a Framing Manager, includes leading the delivery of high-quality custom framing solutions in partnership with the Store Manager. The Michaels Companies Inc. operates over 1,300 stores in 49 states and Canada, and online, focusing on fueling the joy of creativity and celebration.

Nice To Haves

Retail management experience

Responsibilities

Manage and deliver 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 team members 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)
Interact with others in an accepting and respectful manner
Remain positive and respectful, even in difficult situations
Promote commitment to the organization’s vision and values
Project a positive image
Serve 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