General Purpose of Position:
Working with the Store Manager, the Assistant Store Managers and Department Managers 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.
Customer Service Managers are also responsible for ensuring the highest level of customer service throughout the store.
A Customer Service Manager is a role model and leader and must solve problems, make informed decisions and manage the
department wisely in order to achieve maximum results.
Tasks and Responsibilities:
- 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 policies and procedures, including new cashiers and cross
training of other associates, and conduct monthly customer service audits.
- 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.
- Authorize and 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.
- Help 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 work force, build relationships, utilize skills of workforce most appropriately.
- 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 maintain records and documentation pertaining to work force.
- Ability to communicate in a clear, concise, understandable manner, and listen attentively to others, understand
material, and provide instructions to all employees.
- Ability to operate all equipment necessary to perform the job.
Requirements:
- Ability to work a full-time schedule including nights, weekends, and holidays.
- Retail management experience preferred.
- Ability to handle multi-million dollar sales volume.
- Strong interpersonal, communication, organization and follow-through skills.
- Availability to travel, as needed.
Benefits:
- Competitive Salaries
- Promotions From Within
- Store Wide Discounts
- Medical, Dental, Life Insurance
- 401K/Profit Sharing/529 College Savings
- Vacation, Sick, Holiday, and Personal paid-time off
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