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The UPS Store Manager
3 months ago
Our top-rated team at The UPS Store family is growing We have expanded our operation, we are looking for a Store Manager to help spread our award-winning customer service throughout the community. We have 5 top-rated locations and growing quickly. Previous UPS Store experience, bilingual, Adobe Photoshop/Illustrator skills, and computer savvy a PLUS, but not required. We will fully train the right candidate, so UPS Store Experience is not necessary. This is a full-time position. Are you ready to work in a supportive, fun, challenging, and fast-paced environment?
As a store, we create value for the community. As business owners, we create opportunities for our staff. Our goal is to help you grow professionally and gain skills to further your career including management, sales, digital marketing, customer service, and technology. We provide complete training.
This is not your average retail management position and we are looking for achievers who want to grow a career, are great communicators, and are obsessed with customer service. We are opening our 5th store and not stopping there, meaning there is plenty of room for advancement and growth as we expand our operation in the coming years.
ABOUT THE JOB:
Purpose:
Directly supervise and coordinate activities of retail Sales Associates. Duties include management functions, such as purchasing inventory, training, sales, and personnel work, in addition to supervisory duties, and general store operations. This role will be responsible for key accounts and a knowledge base for core UPS Store profit centers (printing, packaging, shipping etc)
Knowledge:
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services.
Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products and services.
The UPS Store - Knowledge and experience of The UPS Store operations and profit centers.
Working Directly with Company Officials
- Expected to communicate regularly with Company officials on store issues and performance.
- Expected to carry out requests and duties dictated by Company officials in relation to Company goals and individual incentive plan.
- Subject to quarterly performance reviews with Company officials
Working Directly with Customers
- Provide excellent customer service by properly greeting and assisting customers and responding to customer inquiries and complaints in a timely and efficient manner.
- Manage all UPS Claims and maintain active communication with customers during Claims Process.
- Set an example for all Sales Associates by providing superb customer service. Train Sales Associates to adhere to our standards and emphasize the importance of lasting customer relationships.
- Check all email in the email inbox at least every 30 minutes. Make sure no email goes unanswered. If anything needs to be escalated to Company officials, do so in a timely manner.
- Upselling. Examples:
- Have a complete mailbox pitch listing all the benefits, especially for business owners
- Focus on UPS shipping options over USPS and specifically push for expedited shipping
- Sell print services where appropriate and highlight our quick service and graphic design assistance
Coaching, Directing, and Motivating Sales Associates
- Train and evaluate personnel in sales and customer service duties. If employees do not comply or daily tasks are not completed, ensure employees are warned appropriately and written up, to maintain proper records.
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods from all sales associates.
- Instruct staff on how to handle difficult and complicated sales. Set examples or explain how you handled a challenging situation after completed.
- Assign employees to specific duties throughout the day (i.e. Cleaning, ATT boxes, Amazon, Supplies, etc.) and ensure the daily checklist is being completed.
- Instruct staff on how to post print jobs to online platforms and ensure this is done with each job.
- Lead by example: Show associates’ step by step process of complicated pack and/or print jobs. Show them, don't just do. Including but not limited to:
- Freight
- Complex Packaging (Fragile Items, Use of Multiple Boxes, Freight Packing)
- Print Jobs (especially for repeat customers)
- Claims Process
- Tech Support Process (UPS and Ricoh)
- Access Point Packages (And Returns)
- Printer/graphic technology
Monitoring Store Environment
- Manage inventory stock and reorder when inventory drops to a specified level.
- Examine products purchased for resale to assess the condition of each product or item.
- Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.
- Ensure all equipment is in working condition. If any issues arise, contact the appropriate technical support line.
- Ensure the store is clean daily.
- Monitor all equipment and make sure everything is placed in the correct holding location.
- Communicate with tech support and monitor active tech support tickets.
- Communicate with HUB/Drivers to ensure timely pick up of packages.
- Make sure store contact list is up to date with appropriate numbers.
- Inform store management when stamps must be purchased, packages must be dropped off, or mailbox forms must be turned into USPS.
- Enforce safety, health, and security rules.
Store Profitability
- Monitor the payroll and use good judgment when sending employees home (i.e. the shift is not busy enough to justify the hours).
- Upselling all customers, including drop-off customers, on The UPS Store services.
- Ensure employees are educated on how to upsell each profit center.
- Ensure receipt tags/marketing material is given to every customer.
- Emphasize specific profit centers (weekly or monthly) to have employees focus on promoting
- ex: Did you know we are a full-service print shop?
- ex: Have you ever considered a mailbox at our store?
- Responsible for growth of mailbox customers and mailbox renewals on a monthly basis.
- Responsible for following up with print and mailbox customers/prospects in email inbox.
- If information was requested and we haven't received a response, follow up within 24 hours after providing the estimate.
Performing General Physical Activities
- Lead by example. Perform work activities of Sales Associates, including but not limited to: cleaning and organizing shelves and displays, packing, moving and relocating boxes, cleaning floors and back room, selling merchandise, notarizing, operating and stocking equipment for printing and packing.
- Deploy different marketing kits from the home office when received.
- Must be able to lift at least 50 pounds as directed by The UPS Store training manuals.
Thinking Creatively
- Confer with Company officials to develop methods and procedures to increase sales, expand markets, and promote business.
- Observe customer requests, habits, and trends to communicate with Company officials. Utilize this experience to pitch new sales and/or marketing ideas.
- Offer proactive suggestions on different workflows or store layouts in an effort to increase organization and efficiency.
