Assistant Store Manager

Assistant Store Manager - Customer Service

The Assistant Store Manager – Customer Service is an assistant to the Store Manager whose primary responsibility is sustaining effective customer relationships by: leading and developing a Customer Service team that provides value added experiences for customers through direct assistance, including informing and educating; and analyzing and optimizing all customer service processes.

Essential Duties
Customer Service - Building Customers for Life
• Offers customers a friendly, welcoming experience
• Demonstrates a genuine enthusiasm to help
• Manage customer flow to ensure ease and speed of purchase, returns, and exchanges
• Train, support and assist all associates in:
• point of sale procedures and technology, including cash, debit, credit and voucher transactions, ensuring correct use of policy and procedures
• processing of returns and exchanges including 100% satisfaction guarantee and ensuring correct use of policy and procedure
• Manage customer’s value added experiences by training, supporting and assisting all associates in effective customer service, including:
• reading, analyzing, and responding appropriately to customer cues
• asking questions, informing and educating customers with relevant product information, knowledge and solutions
• handling inbound telephones, customer inquiries and business to business (Imagewear) customer service
• Monitors floor coverage and cash desk to ensure ‘Clothes That Work’ service standards are delivered effectively and consistently
• Support and assist in the planning and execution of product demonstrations and special events
• Ensures Customer Service team is trained and able to assist customers in making purchase decisions by effectively engaging them to provide information about ‘Clothes That Work’ attributes and technologies
• Looks for opportunities to serve the customer
• Review customer satisfaction (J score) survey results as they relate to customer service; assist Store Manager in development and execution of team action plan to address areas of opportunity
• Focuses on consistent delivery of ‘Clothes That Work’ service standards to improve basket size, frequency of shop by customer and units per transaction
• Support and assist Merchandise team with maintaining presentation standards of store (refolding, restacking, re-hanging, straightening)
• Be flexible to carry out both customer service and merchandise responsibilities

People Leadership
• Establishes daily and weekly team goals and provides ongoing feedback about results
• Clarifies role expectations and goals
• Creates a culture of team and individual accountability
• Effectively utilizes awards program to recognize associate achievement
• Reviews scheduling to ensure right fit between Customer Service Associate presence and traffic flow
• Ensures that the Customer Service team tasks are performed according to scheduling guidelines
• May partner with Assistant Store Manager - Merchandise as required to ensure associate practices support action plans
• Assist Store Manager in recruiting, selection, orientation, strategic scheduling, roster development, and performance management
• Assists Store Manager to determine best fit of all Customer Service associates within strategic roster based on performance, assessment (CCP) results, and associate preferences
• Reviews ‘Daily Planner’ with Store Manager to identify productivity strengths, opportunities, and coaches to leverage business opportunities and maximize results
• Assesses schedule for possible pairings of personnel to take advantage of training opportunities, and makes recommendations to Store Manager
• Serve as shift leader when required, responsible for productive performance through real-time task assignments and direct supervision
• Ensures Customer Service team is maximizing productivity
• Develops necessary skills within Customer Service team to maximize retention and business results
• Development of Customer Service team by providing ongoing coaching, feedback, setting team expectations, and communication regarding performance to ensure team is productively delivering customer service standards
• Supporting and assisting Customer Service Coordinator in training associates on product knowledge
• Ensures training programs are delivered to provide all possible opportunities for associates to be successful
• Practices on-the-job training and direct coaching at all possible times
• Conducts regular training and coaching, and delivers performance feedback
• Uses all available training tools to reach customer service standards.
• Maximizes opportunities by coaching Customer Service team to deliver the ‘Clothes That Work’ experience.
• Self educating and continual learning of policy, procedures, and skills

Business and Financial Management
• Assist Store Manager in sales and/or business planning including budgets and sales targets
• Maximizes store front line contribution by driving sales and controlling expenses
• Reviews income statements with Store Manager; builds personal knowledge and understanding of report as a business driver
• Review weekly with Store Manager the demand analysis to identify productivity and expense related opportunities as they relate to customer service team; drives productivity of Customer Service team at all times
• Proactively responds to customer traffic trends and initiates action to achieve productivity goals
• Leads team to achieve sales per hour and transactions per hour productivity goals and conversion rates
• Maximizes top-line sales opportunities and associate productivity by effectively delivering ‘Clothes That Work’ service model
• Conduct sales analysis by key item, category, and style
• Drives sales through product demonstrations
• Translates sales analysis information into Customer Service associates coaching action plans
• Assists in planning and execution of special events to drive top line sales
• Reviews results of customer satisfaction (J Scores surveys and develops action plans as needed
• Understands and supports business to business (Imagewear) functions

Administrative Oversight
• Compliance to store operating policies and procedures
• Ensures standards of ‘Monthly Execution Checklist’ are met

Loss Prevention Management
• Supports any loss prevention policies or processes

Health and Safety Management - Mark's Work Wearhouse is committed to the protection of its most valuable asset, our employees. It is our policy to enforce health and safety standards such that everyone at Mark’s Work Wearhouse goes home safe and sound everyday:
• Provide safety training and follow safe work practices including WHIMIS, safe lifting, cutting ladder use, fire safety, personal protection equipment, housekeeping, and storage
• Manages and ensures security and Health and Safety compliance through training and follow up, with a focus on respect for people

Housekeeping Standards
• Maintain housekeeping standards by supporting and assisting staff (including janitorial, washrooms, and sales floor)
• Ensures Customer Service team is sufficiently trained to participate in delivering housekeeping, store recovery and store maintenance standards

Skills and Qualifications
Education:
• Minimum High School Diploma or equivalent

Knowledge:
• Retail practices, including customer service, optimizing sales, and financial planning
• Management skill, including both supervision and management
• People skills, including leading, motivating, communicating, coaching, and feedback
• Retail practices, including merchandising, market awareness, and opportunity development
• Retail business operating and administrative systems, including point of sale, MS Office, and Lotus Notes

Experience: 
• Minimum 1 – 2 years of experience in a supervisory role, including real-time task direction, supervision and follow up.

Physical Demands and Working Conditions:
• Ability to stand/walk for 8 hours
• Able to lift 25 lbs unassisted and carry as required
• Ability to lift and turn repeatedly throughout the shift
• Ability to lift above shoulder and from floor to shoulder and floor to waist
• Ability to twist, turn, reach and work above shoulder level
• Safe ladder use for shelving and retrieving stock, floor displays and signage

Click Here To Apply
https://marks.hua.hrsmart.com/pm_module/cgi-bin/click.cgi?job_id=2186site_id=119