Customer Service Manager

Reports To:            Operations Assistant Store Manager

Supervises:            Customer Service Supervisors, Customer Service – Lay-a-ways & Returns, and Cashiers

The Customer Service Manager is responsible for ensuring the highest level of customer service throughout the store and is a role model and leader who must solve problems, make informed decisions and manage the department wisely in order to achieve maximum results.  As part of the management team, the Customer Service Manager is responsible for the day-to-day management of the front end, overseeing the functioning of the cash registers and supporting equipment, and all duties of the cashiers.  Responsibilities include staffing, training, scheduling, inventory control, equipment maintenance, and loss prevention.

Responsibilities:

·          Deliver excellent customer service and demonstrate a high degree of professionalism

·          Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the front end

·          Train, coach and manage all cashiers in all front-end/customer service policies and procedures, including new cashiers and cross training of other associates.  Make sure all front end associates have passed all applicable eLearning courses and are retrained when needed

·          Supervise and schedule cashiers and ensure compliance with payroll budgets

·          Be aware of all areas of possible loss due to theft, shoplifting, freebagging, fraud, and/or carelessness

·          Communicate all information to cashiers regarding special promotions and sale items

·          Expedite front lines, direct flow of customers, and ensure that each customer receives outstanding customer service by providing a friendly environment

·          Ensure that all transactions that affect the store inventory are processed accurately by auditing the Sales Exception Reports

·          Ensure validity of customer returns, exchanges, check authorizations, voids, and discretion discounts

·          Oversee compliance of cashiers with established Company policies and standards, such as safekeeping of Company funds and property, personnel practices, security, sales and record-keeping procedures

·          Provide orderly maintenance of front-end equipment and supplies

·          Solve problems that affect the service, efficiency, and productivity of the front end

·          Any other tasks as assigned from time to time

Skills and Competencies:

·          Ability to provide outstanding customer service

·          Ability to develop and train associates and build relationships

·          Ability to manage front end operations effectively

·          Ability to process information/merchandise through computer system and register system

·          Ability to maintain a fair, consistent set of standards as they apply to work force

·          Ability to adjust priorities and manage time wisely in a fast-paced environment

·          Ability to communicate in a clear, concise, understandable manner, and listen attentively to others

·          Ability to operate all equipment necessary to perform the job

Requirements:

·          2+ years of Retail Management experience within a Big Box or Specialty environment

·          Ability to work a full-time schedule including nights, weekends, and holidays

·          Ability to handle a multi-million dollar sales volume

·          Strong interpersonal, communication, organization and follow-through skills

“It’s All About Our People"