Customer Service Manager

Michaels Stores; Everett (MA); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Store Manager to enhance customer experience and oversee front-end operations. This role involves leading a team, ensuring compliance with company standards, and executing engaging in-store events. The ideal candidate will have a strong background in retail management and a passion for fostering a positive shopping environment. Join a company that values creativity and teamwork, and enjoy benefits like health insurance and paid time off. This is an exciting opportunity to make a significant impact in a dynamic retail setting.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Experience in retail management is preferred.
• Ability to train and coach team members effectively.

Responsibilities

• Assist Store Manager in managing store operations and compliance.
• Lead training and performance management of customer experience team.
• Plan and execute in-store events and promotions.

Skills

Retail Management

Customer Service

Team Leadership

Inventory Management

Education

High School Diploma

Bachelor's Degree (Preferred)

Job description

Store - BOS-EVERETT, MA

Deliver a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service.

1. Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements; ensure execution of Company policies and standards; hold them accountable for store conditions and results.
2. Ensure all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs.
3. Plan and lead the execution of class and in-store events in accordance with Company programs.
4. Lead the omnichannel processes.
5. Manage and execute shrink and safety programs.
6. Assist with cash reconciliation and bank deposits.
7. Assist with inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
8. Assist with onboarding new Team Members.
9. Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in performance management; support Talent Development; utilize leadership competencies for self-development.
10. Serve as Manager on Duty (MOD).
11. Interact with others respectfully; remain positive and respectful, even in difficult situations; promote commitment to the organization’s vision and values; serve as a role model.
12. Acknowledge customers, help locate products, and provide solutions.
13. Participate in truck unloading and stocking processes, ensuring standards are followed and completed within budget.
14. Manage and execute shrink and safety programs.
15. Cross-train in Custom Framing selling and production.
16. In stores without a Framing Manager, lead the delivery of high-quality custom framing solutions, managing workload in partnership with the Store Manager.

Other duties as assigned.

Preferred Knowledge/Skills/Abilities:

• Retail management experience preferred.

Physical Requirements:

• Ability to remain standing for long periods.
• 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.
• If assistance is needed to perform these functions, contact your supervisor for accommodations.

Work Environment:

• Public retail store setting, climate-controlled areas, outdoor work for tasks like retrieving shopping carts or unloading trucks, and a frame shop with glass cutter and heat press.
• Work hours include nights, weekends, and early mornings.

Applicants in the U.S. must meet legal requirements.

At The Michaels Companies Inc, our purpose is to fuel the joy of creativity. We operate over 1,300 stores in North America and online at Michaels.com and Michaels.ca. Michaels also owns Artistree and MakerPlace by Michaels. Founded in 1973, headquartered in Irving, Texas, Michaels is the best place for all things creative.

We prioritize team wellbeing with benefits like health insurance, paid time off, tuition assistance, employee discounts, and more. For details, visit mikbenefits.com.

Michaels is an Equal Opportunity Employer. We support inclusion and provide reasonable accommodations for individuals with disabilities. Contact Customer Care at 1-800-642-4235 if needed.