Customer Service Manager

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.

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.
• Monitor and analyze sales floor performance reports and inventory data to identify trends, optimize product placement, and minimize shrinkage.

Qualifications:

• Must be at least 22 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.
• 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.

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