PT Customer Service Manager

Michaels Stores; Rockville (MD); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated individual to enhance customer experiences through effective front-end operations. This role involves leading a team, ensuring compliance with company standards, and managing omnichannel processes. The ideal candidate will thrive in a dynamic retail environment, engaging with customers and supporting team development. If you are passionate about retail and customer service, this opportunity offers a chance to make a significant impact while enjoying a supportive work culture with diverse benefits.

Benefits

Health insurance

Paid time off

Tuition assistance

Employee discounts

Qualifications

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

Responsibilities

• Assist Store Manager in leading adherence to SOPs and Company programs.
• Manage and execute shrink and safety programs.
• Train and coach customer experience team to achieve results.

Skills

Retail management experience

Job description

Store - DC-ROCKVILLE, MD

Job Overview

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.

Key Responsibilities

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. Interact with others in an accepting and respectful manner; 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 to ensure standards and budget adherence.
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 delivery of high-quality custom framing solutions, planning and managing workload with the Store Manager.

Additional Duties

Other duties as assigned.

Preferred Knowledge/Skills/Abilities

• Retail management experience preferred.

Physical Requirements & Work Environment

• Ability to remain standing for long periods.
• Ability to move throughout the store.
• Regular bending, lifting, reaching, stretching; lifting heavy boxes; using ladders.
• Work hours include nights, weekends, and early mornings.
• Some outdoor work and handling of glass and heat press in the Frame shop.

If assistance is needed for essential functions, please contact your supervisor for accommodations.

Legal and Company Information

Applicants must meet legal requirements. Michaels is committed to diversity and inclusion, offering benefits like health insurance, paid time off, tuition assistance, and discounts. For more info, visit mikbenefits.com.

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