Customer Service Support Department Manager

7 days ago


Cleveland, Ohio, United States Michaels Stores Full time
Job Summary

Michaels Stores is seeking a highly skilled Customer Service Support Department Manager to lead our front-end operations and deliver exceptional customer experiences. As a key member of our store team, you will be responsible for managing and executing effective store recovery standards, leading omnichannel processes, and maintaining a customer-centric shopping environment.

Key Responsibilities
  • Assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements.
  • Ensure all front-end policies and procedures are followed, and achieve key performance indicators (KPIs) and manage team performance.
  • Plan and lead the execution of class and in-store events in accordance with Company programs.
  • Lead the omnichannel processes to deliver seamless customer experiences.
  • Manage and execute shrink and safety programs to maintain a secure and efficient store environment.
  • Assist with cash reconciliation and bank deposits, and participate in inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
  • Assist with the onboarding of new Team Members and train, observe, and coach the customer experience team to achieve results.
  • Serve as Manager on Duty (MOD) and interact with customers in a positive and respectful manner.
  • Participate in truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
  • Cross-train in Custom Framing selling and production, and lead the delivery of high-quality custom framing solutions in select stores.
Preferred Qualifications
  • Retail management experience preferred.
Work Environment
  • Ability to remain standing for long periods of time.
  • Ability to move throughout the store.
  • Regular bending, lifting, carrying, reaching, and stretching.
  • Lifting heavy boxes and accessing high shelves by ladder or similar equipment.
  • Public retail store setting with climate-controlled areas and some outdoor work.
Equal Opportunity Employer

Michaels Stores is an Equal Opportunity Employer committed to diversity and inclusion. We strive to create a workplace that is welcoming and inclusive for all Team Members and Makers. If you require a reasonable accommodation to fully participate in the job application or interview process, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).



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