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Customer Service Manager

Company: E.C. Barton & Company
Location: Lewisville
Posted on: November 20, 2022

Job Description:


Job Title: Customer Service Manager

Department: Seconds & Surplus

Reports To: Assistant Store Manager

General Description: Is responsible for overseeing the daily operations the front end, while making sure that all staff is trained, following safety regulations, and guidelines, as well as ensuring that our customer's needs are being met with the best service possible.

Essential Job Functions:

  • Operate as a "Working Manager." A Working Manager is an individual that gets involved in the daily activities and performs any job duties necessary to keep the store and the front end operating at maximum efficiency.
  • Manges the entire front-end process and procedures that will include load assist, overrides, and customers calls for pickup.
  • Delivers excellent service to ensure high levels of customer satisfaction. Responds to customer complaints and concerns in a timely and professional manner.
  • Assigns partners to specific duties as needed.
  • Plus other activities may be assigned as needed Responsibilities

    Job Duties :
    • Receiving and placing customer service telephone calls
    • Maintaining solid customer relationships by handing questions and concerns with accuracy and professionalism
    • Using point of sale system
    • Resolving or escalating customer issues/complaints
    • Working closely with your piers to ensure the highest level of customer service
    • Be a team Player and contribute to building a positive environment
    • Provide top notch customer service
    • Operate point of sale system
    • Assist with inventory counts
    • Maintain store appearance to provide an enjoyable and safe shopping experience
      Supervisory Responsibilities

      Directly supervises 1-10 partners in the Seconds & Surplus store. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; as well as addressing complaints and resolving problems.

      Performance Behaviors To perform the job successfully, an individual should demonstrate the following performance behaviors:

      • Managing Front End - Focus on maintaining a clean, and organized department, at all times. Manages all customers picks, open orders, load assist, sold bays, and may order supplies. Effectively trains staff on all front end polices and procedures.
        • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Uses reason even when dealing with emotional topics.
          • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
            • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality and effectively communicates with all partners.
              • Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
                • Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
                  • Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Gives appropriate recognition to others.

                    Education and/or Experience

                    High school diploma or GED is required. 2 years supervisor experience in a related field.

                    Language Skills

                    Ability to read a limited number of two- and three-syllable words and to recognize similarities and differences between words and between series of numbers. Ability to print and speak simple sentences.

                    Mathematical Skills

                    Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

                    Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

                    While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and reach with hands and arms. The employee must climb ladders. The employee must frequently lift and/or move up to 50 pounds.

                    Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

                    While performing the duties of this Job, the employee is frequently exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

Keywords: E.C. Barton & Company, Lewisville , Customer Service Manager, Executive , Lewisville, Texas

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