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Customer Service Supervisor

2 months ago

Charlotte, North Carolina, United States Michaels Stores Full time

Position Overview

The role of the Customer Experience PT is pivotal in ensuring a seamless shopping experience for our customers. This position focuses on managing front-end operations while leading a dedicated team to uphold our brand's values.

Key Responsibilities

  1. Deliver an exceptional customer-centric shopping experience by overseeing effective front-end operations.
  2. Lead omni-channel processes to enhance customer engagement.
  3. Maintain store recovery standards to fulfill our Brand Promises.
  4. Provide friendly and efficient customer service at all times.

Management Duties

  1. Assist the Store Manager in enforcing adherence to Standard Operating Procedures (SOPs) and company policies.
  2. Ensure compliance with applicable laws and standards while holding the team accountable for store performance.
  3. Monitor and achieve Key Performance Indicators (KPIs) for both yourself and your team.

Event Coordination

Plan and execute in-store events and classes in alignment with company programs.

Training and Development

  1. Train and mentor the customer experience team, including sales floor and cashier staff, to achieve performance goals.
  2. Participate in the performance management process and support the talent development of your team.

Customer Interaction

Engage with customers in a respectful and positive manner, assisting them in locating products and providing effective solutions.

Physical Requirements

Must be able to stand for extended periods, move throughout the store, and perform regular bending, lifting, and reaching tasks. Ability to lift heavy items and access high shelves is necessary.

Work Environment

This position is set in a public retail environment, ensuring a climate-controlled atmosphere in customer areas, with some outdoor tasks as needed.

Equal Opportunity Statement

Michaels is committed to providing equal employment opportunities to all team members and applicants.