Customer Service Manager

1 month ago

Montreal, Quebec, Canada Michaels Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Manager to join our team at Michaels. As a Customer Service Manager, you will be responsible for delivering a customer-centric shopping experience by managing and executing effective front-end operations and expectations.

Key Responsibilities
  • Lead the omnichannel processes to ensure seamless customer experience across all touchpoints
  • Manage and execute shrink and safety programs to minimize losses and ensure a safe working environment
  • Assist with cash reconciliation and bank deposits, as well as inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities
  • Train, observe, and coach the customer experience team to achieve results and support Talent Development
  • Serve as Manager on Duty (MOD) and interact with customers in a positive and respectful manner
  • Participate in truck unloading and stocking processes to ensure truck standards are followed and completed within budget
  • Cross-train in Custom Framing selling and production, and lead the delivery of high-quality custom framing solutions in select stores
Requirements
  • Retail management experience preferred
  • Ability to remain standing for long periods of time and move throughout the store
  • Regular bending, lifting, carrying, reaching, and stretching
  • Lifting heavy boxes and accessing high shelves by ladder or similar equipment
Work Environment

Public retail store setting with climate-controlled areas and some outdoor work. Frame shop contains glass cutter and heat press. Work hours include nights, weekends, and early mornings.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate, and be better together.

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