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Retail Customer Service Manager

2 months ago


Savannah, United States Michaels Full time

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
  • Lead the omnichannel processes
  • 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