Customer Service Manager

Store - VA BCH-CHESAPEAKE/CROSSWAYS, VADeliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service.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 execution of Company policies and standards; hold them accountable for store conditions and resultsEnsure all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIsPlan and lead the execution of class and in-store events in accordance with Company programsLead the omnichannel processesManage and execute shrink and safety programsAssist with cash reconciliation and bank depositsAssist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as neededAssist with the onboarding of new Team MembersTrain, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in the performance management process; support Talent Development of your team; utilize the leadership competencies for continued self-developmentServe as Manager on Duty (MOD)Interacts with others in an accepting and respectful manner; remains positive and respectful, even in difficult situations; promotes commitment to the organization's vision and values; projects a positive image; and serves as a role model for othersAcknowledge customers, help locate the product and provide solutionsParticipate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budgetManage and execute the shrink and safety programsCross train in Custom Framing selling and productionIn select stores that do not have a Framing Manager only, responsibilities also include: leading 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 ManagerOther duties as assignedPreferred Knowledge/Skills/AbilitiesPreferred Type of experience the job requires:Retail management experience preferredPhysical RequirementsWork EnvironmentAbility to remain standing for long periods of timeAbility to move throughout the storeRegular bending, lifting, carrying, reaching, and stretchingLifting heavy boxes and accessing high shelves by ladder or similar equipmentIf you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process with you to determine if a reasonable accommodation is available.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 morningsApplicants in the U.S. must satisfy federal, state, and local legal requirements of the job.At The Michaels Companies Inc., our purpose is to fuel the joy of creativity and celebration. As the leading destination for creating and celebrating in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com ( and Michaels.ca . The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit www.michaels.com .At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. For more information, visit www.michaels.com .Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together.Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-###-#### (1800-MICHAEL).EEOC Know Your Rights Poster in English (EEOC Know Your Rights Poster in SpanishEEOC Poster Optimized for Screen Readers (Federal FMLA PosterFederal EPPAC Poster (