FT-Customer Service Manager

Michaels•Round Rock, TX

1d•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 legal requirements and company policies. Key responsibilities include managing KPIs, planning in-store events, overseeing shrink and safety programs, and assisting with cash reconciliation, inventory processes, and new team member onboarding. The Customer Service Manager also trains, coaches, and develops the customer experience team, participates in performance management, and serves as Manager on Duty. The Michaels Companies Inc. operates over 1,300 stores in North America and is a leading destination for 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; and 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