Customer Service Manager

Store Operations:

• Deliver a customer-centric shopping experience
• Manage and deliver effective front-end operations and expectations
• Lead omnichannel processes
• Maintain store recovery standards to deliver Brand Promises
• Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs
• Achieve KPIs and manage team KPIs
• Plan and lead execution of class and in-store events
• Manage and execute shrink and safety programs
• Assist with cash reconciliation and bank deposits
• Assist with inventory processes including RTV and ASN activities
• Onboard new Team Members
• Train, observe, and coach customer experience team (sales floor and cashier)
• Support Talent Development of team
• Utilize leadership competencies for self-development
• Serve as Manager on Duty (MOD)

Customer Service:

• Interact with customers in an accepting and respectful manner
• Remain positive and respectful, even in difficult situations
• Promote commitment to organization's vision and values
• Project a positive image
• Serve as a role model for others
• Recognize and assist customers
• Help locate products and provide solutions

Operational Support:

• Manage and execute shrink and safety programs
• Participate in truck unloading and stocking processes
• Lead the delivery of high-quality custom framing solutions to customers

Physical Demands:

• 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
• Work in public retail store setting
• Work in climate-controlled public areas and some stock rooms
• Some outdoor work if assigned to retrieve shopping carts or while unloading trucks
• Work in frame shop containing glass cutter and heat press
• Work hours include nights, weekends, and early mornings