Customer Service Manager

Reports to: Store Manager

Summary:

The Customer Service Manager is responsible for leading and overseeing the day-to-day operations of the retail sales floor, ensuring an exceptional shopping experience for every customer. This role is central to driving sales performance, maintaining operational excellence, and cultivating a high-performing, customer-focused team. The Customer Service Manager will champion service standards, guide frontline staff, and serve as the key point of contact for all sales floor activity.

As part of our Store Management team, everything you do has a specific purpose that links productivity to business results on the sales floor and throughout the store.

Responsibilities and Duties:

• Lead and oversee all sales floor operations, including opening and closing procedures, staff deployment, and floor coverage to ensure seamless daily performance.
• Drive sales floor results by monitoring team performance, setting individual and Team Members’ goals, and identifying opportunities to improve conversion and customer engagement.
• Deliver and model exceptional customer service by promptly resolving customer inquiries, concerns, and complaints in a professional and solution-oriented manner.
• Schedule, supervise, coach, and support Supervisors and Retail Team Members, ensuring they are equipped with the tools, training, and product knowledge needed to deliver outstanding service.
• Lead the recruiting, onboarding, and ongoing development of Retail Team Members, fostering a positive, inclusive, and motivated work environment.
• Maintain sales floor appearance, cleanliness, and visual merchandising standards to create an inviting and brand-consistent shopping environment.
• Partner with the Store Manager to execute marketing promotions, seasonal campaigns, and in-store events that drive foot traffic and increase sales.
• Monitor and analyze sales floor performance reports and inventory data to identify trends, optimize product placement, and minimize shrinkage.
• Collaborate with the Store Manager to develop and uphold operational procedures, policies, and guidelines that ensure efficiency, compliance, and supervise customer experience.
• Enforce adherence to all company policies and procedures, including safety and security protocols on the sales floor, and address violations promptly and appropriately.
• Perform other duties as assigned by the Store Manager.

Qualifications:

• Must be at least 21 years of age.
• Strong leadership and interpersonal skills, with a proven ability to motivate, coach, and inspire a customer-facing team.
• Flexibility to work evenings, weekends, and holidays as required by store needs.
• Ability to thrive in a fast-paced retail environment, effectively prioritizing tasks and managing multiple responsibilities simultaneously.
• Above-average written and oral communication skills, with the ability to engage positively with both customers and team members.
• Strong organizational skills with the ability to set priorities, meet deadlines, and work both independently and collaboratively with minimal supervision.
• Demonstrated ability to identify sales floor opportunities, recommend actionable solutions, and influence positive outcomes.
• High school diploma or equivalent required; associate or bachelor’s degree in business, Retail Management, or a related field preferred.
• Minimum of 2–3 years of experience in retail sales or customer service, with at least 1–2 years in a supervisory or team leadership role overseeing a sales floor or customer-facing team.
• Excellent relationship-building skills with a genuine passion for delivering exceptional customer experience.

Physical Requirements:

• Lifting and carrying up to 10 pounds
• Pushing and pulling 4–6 pounds of force
• Standing for approximately 80% of the shift
• Repetitive use of hands — approximately 70% of the time
• Reaching overhead — approximately 20% of the time
• Bending and crouching — approximately 40% of the time
• Grasping items with hands — approximately 70% of the time