Customer Service Support Department Manager

3 weeks 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, achieve key performance indicators (KPIs), and manage your team to achieve their role KPIs.
  • Plan and lead the execution of class and in-store events in accordance with Company programs.
  • Lead the omnichannel processes, including customer service, sales, and inventory management.
  • Manage and execute shrink and safety programs to minimize losses and ensure a safe working environment.
  • Assist with cash reconciliation and bank deposits, as well as inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • Assist with the onboarding of new Team Members and provide training and coaching to the customer experience team.
  • Serve as Manager on Duty (MOD) and interact with customers in a positive and respectful manner.
  • Participate in the 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 to customers.
Requirements
  • Retail management experience preferred.
  • Ability to remain standing for long periods, move throughout the store, and perform regular bending, lifting, carrying, reaching, and stretching.
  • Lifting heavy boxes and accessing high shelves by ladder or similar equipment.
Work Environment

Michaels Stores is a public retail store setting with a climate-controlled environment. Some stock rooms may not be climate-controlled, and outdoor work may be required to retrieve shopping carts or unload trucks. The Frame shop contains glass cutters and heat presses, and work hours include nights, weekends, and early mornings.

Equal Opportunity Employer

Michaels Stores is an Equal Opportunity Employer and is committed to the full inclusion of all qualified individuals. We will assure that people with disabilities are provided reasonable accommodations. If a reasonable accommodation is required, please contact Customer Care at MICHAELS.

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