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Customer Service Supervisor

2 months ago

Charlotte, North Carolina, United States Michaels Stores Full time

Position Overview

The role of Customer Service Supervisor is essential in ensuring a positive shopping experience for our customers. This position focuses on managing front-end operations and maintaining high standards of service.

Key Responsibilities

  • Assist the Store Manager in overseeing adherence to Standard Operating Procedures (SOPs) and company initiatives to ensure compliance with relevant laws and regulations.
  • Ensure that all front-end policies and procedures are strictly followed, while also achieving key performance indicators (KPIs) for both yourself and your team.
  • Plan and lead the execution of in-store events and classes in alignment with company programs.
  • Manage omni-channel processes to enhance customer engagement.
  • Implement and oversee shrink and safety programs to protect company assets.
  • Train, mentor, and coach the customer experience team, including sales floor and cashier staff, to achieve desired outcomes.
  • Act as Manager on Duty (MOD) when required.
  • Foster a positive and respectful environment by interacting with customers and team members in a courteous manner.
  • Assist customers in locating products and provide effective solutions to their inquiries.
  • Participate in the unloading and stocking processes to ensure compliance with truck standards.
  • Cross-train in Custom Framing sales and production as needed.
  • Perform additional duties as assigned.

Preferred Experience

Previous experience in retail management is preferred.

Physical Requirements

  • Ability to stand for extended periods.
  • Capability to navigate throughout the store.
  • Regular bending, lifting, carrying, reaching, and stretching.
  • Ability to lift heavy boxes and access high shelves using ladders or similar equipment.

If assistance is needed to perform any job functions, please reach out to your supervisor for support.

Work Environment

This position is set in a public retail environment focused on customer service. While most areas are climate-controlled, some stock rooms may not be. Outdoor work may be required for tasks such as retrieving shopping carts or unloading trucks. The frame shop includes specialized equipment, and work hours may include evenings, weekends, and early mornings.

Equal Opportunity Employer

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