Customer Service Manager

1 day ago

Baltimore, Maryland, United States Michaels Stores Full time
Job Summary

We are seeking a highly skilled Customer Service Manager to lead our front-end operations and deliver exceptional customer experiences in our store. As a key member of our team, you will be responsible for managing and executing effective omnichannel processes, maintaining store recovery standards, and ensuring compliance with company policies and procedures.

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 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 and manage and execute shrink and safety programs.
  • Assist with cash reconciliation and bank deposits, and assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results, participate in the performance management process, and support Talent Development of your team.
  • Serve as Manager on Duty (MOD) and interact with others in an accepting and respectful manner, remain positive and respectful, even in difficult situations.
  • Acknowledge customers, help locate the product, and provide solutions, and 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 in select stores, lead the delivery of high-quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.
Requirements
  • Retail management experience preferred.
  • Ability to remain standing for long periods of time, move throughout the store, and regular bending, lifting, carrying, reaching, and stretching.
  • Lifting heavy boxes and accessing high shelves by ladder or similar equipment.
Work Environment

Public retail store setting taking care of our customers, all public areas are climate controlled, some stock rooms may not be climate controlled, some outdoor work if assigned to retrieve shopping carts or while unloading trucks, Frame shop contains glass cutter and heat press, work hours include nights, weekends, and early mornings.

Michaels is an Equal Opportunity Employer and is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

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