Customer Service Manager

4 weeks ago


Montreal, Quebec, Canada Michaels Full time
Job Summary

We are seeking a highly skilled Customer Service Manager to lead our front-end operations and deliver exceptional customer experiences. As a key member of our team, you will be responsible for managing store recovery standards, leading omnichannel processes, and maintaining a customer-centric shopping environment.

Key Responsibilities
  • 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 all front-end policies and procedures are followed, achieve your KPIs, and manage your team to achieve their role KPIs.
  • Plan and lead the execution of class and in-store events in accordance with Company programs.
  • Lead the omnichannel processes and manage and execute shrink and safety programs.
  • Assist with cash reconciliation and bank deposits, and assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results, participate in the performance management process, and support Talent Development of your team.
  • Serve as Manager on Duty (MOD) and interact with others in an accepting and respectful manner, remain positive and respectful, even in difficult situations.
  • Acknowledge customers, help locate the product, and provide solutions, and participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
  • Cross-train in Custom Framing selling and production, and in select stores, lead the delivery of high-quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.
Requirements
  • Retail management experience preferred.
  • Ability to remain standing for long periods of time, move throughout the store, and perform 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 taking care of our customers; all public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; Frame shop contains glass cutter and heat press; work hours include nights, weekends, and early mornings.



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