PT Customer Service Manager

Michael's; Rockville (MD); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player seeks a dedicated individual to enhance customer experiences in a vibrant retail environment. In this dynamic role, you will lead front-end operations, ensuring compliance with company standards while fostering a positive atmosphere. Your responsibilities will include managing team performance, executing in-store events, and supporting inventory processes. Join a company that values creativity and team wellbeing, offering a range of benefits to support your growth and success. If you are passionate about retail and customer service, this opportunity is perfect for you.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

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

Responsibilities

• Assist Store Manager in managing store operations and compliance.
• Lead omnichannel processes and manage front-end operations.
• Train and coach the customer experience team for optimal results.

Skills

Retail Management

Customer Service

Team Leadership

Inventory Management

Training and Development

Job description

Store - DC-ROCKVILLE, MD

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 of 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. Promote a positive, respectful environment; serve as a role model; uphold the organization’s vision and values
12. Acknowledge customers, help locate products, and provide solutions
13. Participate in truck unloading and stocking to ensure standards and budget adherence
14. Manage shrink and safety programs
15. Cross-train in Custom Framing selling and production
16. In stores without a Framing Manager, lead delivery of high-quality custom framing solutions, planning and 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, reaching, stretching; lifting heavy boxes; accessing high shelves with ladder or equipment
• Contact supervisor for accommodations if needed

Work Environment

• Public retail store setting; climate-controlled areas; some outdoor work; 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. We also own 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 including health insurance, paid time off, tuition assistance, employee discounts, and more. For details, visit mikbenefits.com.

Michaels is an Equal Opportunity Employer committed to inclusion and providing reasonable accommodations to individuals with disabilities. Contact Customer Care at 1-800-642-4235 for accommodations.