Customer Service Manager

3 weeks ago

Rockaway, United States Macy's Full time

**Overview**: As the leader of Sales and Customer Service, you will lead by driving sales and selling with focus on the Macy's customer and colleagues. All activities related to presenting a clean, neat and organized shopping environment for our customers and managing all aspects of selling support are under your direction. You will lead initiatives and related efforts to increase customer loyalty, while delivering on Macy’s standards for customer service. With training, coaching and development, a team of Colleagues will grow following your leadership.

**Key Accountabilities**:

- Drive and exceed sales goals by leading Macy's initiatives through coaching and recognition, while optimizing productivity and efficiency.
- Lead customer service in the store. Ensure colleagues engage with customers and provide a friendly and easy to shop environment.
- Manage all aspects of Selling Support including workload execution, backstocking and equipment return, maintaining stockroom and signing standards, and supporting the merchandising process.
- Support Manager, OMNI Operations when needed to complete fulfillment, product movement logistics, and back of house activities.
- Support Manager, Style Merchandise Execution when needed to complete all merchandising, product movement, price changes, visual execution and event set-up activities.
- Support Manager, Asset Protection when needed with execution of shortage reduction strategies and merchandise protection.
- Review Sales and Star Rewards results and strategize action for continued improvement. Determine strategies to drive and motivate colleagues to solicit the Star Rewards Program by reinforcing the benefits of new accounts.
- Review and utilize Sales data to provide colleague recognition; develop and communicate strategies to improve results.
- Continue to build the client relationship between Macy’s Stylists and customers through MyClient and other customer acquisition initiatives.
- Plan and execute events and community outreach.
- Monitor and address performance issues on a timely basis.
- Conduct ongoing Talent Analysis of colleagues and establish career progression plans for key players and positions to result in retention of best talent and turnover reduction.
- Actively fill open positions prioritizing internal colleagues in Customer Experience, Commission, and High Level selling areas.
- Interview, hire, train, direct, manage, coach, develop, coordinate, evaluate, and discipline direct and indirect reports; establish strategy for work; provide insight and decision support; direct and manage team to meet or exceed performance and behavioral expectations; address complaints from and resolve problems with colleagues.
- Utilize check-in process as a tool for Colleague talent development, promotion and advancement.
- Analyze reports in order to strategize and deliver results; implement action plans focusing on deficient areas and highlight growth opportunities.
- Ensure most effective sales floor coverage through the development of workforce solutions and lead selling initiatives throughout the store as needed.
- Establish high level of shortage awareness and effectiveness; ensure that all policies and procedures are implemented.
- Perform other duties as assigned.
- Regular, dependable attendance and punctuality.

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Shift:

- 8 hour shift

Work Location: In person

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