Retail Customer Service Manager

JOB SUMMARY: Assist the Retail Director with establishing and maintaining guest services and overseeing the efficient day-to-day operation of the Retail Store and Rental/Warehouse, ensuring maximum sales and profitability through customer service training, merchandising and team management.

DUTIES & RESPONSIBILITIES: Ensure Store and Rental customers receive outstanding customer service by fostering a customer-friendly environment, maintaining outstanding standards and operational efficiency, providing information, answering questions, leading by example, and directing merchandising.

1. Provide safe and enjoyable work environment for Retail Team by ensuring orderly POS/Rental Desk; a clean, neat, and organized Store and Warehouse; assist with management, documentation of, and reporting team member accidents/injuries per established safety policies and procedures.
2. Ensure Retail upholds McFarlanes motto Service is a Family Tradition by holding self and Retail Team accountable to provide the best possible customer service; seek out ways to continuously improve Retail and Team efficiencies, and lead per Core Values; ensure effective and efficient handling of Retail customer transactions; manage, respond to and document Retail customer disputes.
3. Promote and enforce all Company policies, procedures, and practices; work with Retail Director and HR department on personnel issues, maintaining confidentiality and ensuring compliance.
4. Collaborate with Retail Director to set appropriate Team goals through established performance review process.
5. Work with Retail Director and Store Buyer to determine appropriate Store inventory.
6. Manage creative merchandising and endcap display design, follow display suggestions and schedules.
7. Schedule staffing levels to ensure proper staff are in place while Retail is open for business, working with Rental Lead for coordination of Rental Department coverage.
8. Ensure training of new hires for Retail Team, coach and review mistakes, and confirm correct processes and procedures are followed, as needed. Review and revise training materials provided to Retail Team to best understand products sold in Retail Store or rented through Rental Department; review Retail Team job results and training needs with Retail Director, developing, and implementing new product training, as needed.
9. Ensure Retail Team is cross-trained to work in all areas of Retail Store, with own ability to fill in for any area, including proficient operation of POS; continually gauge day-to-day activities and task completion to plan future actions; coordinate interdepartmental functions, working with Rental Lead, to minimize delays.
10. Collaborate with Marketing in promotion of sales, share signage requests for Store or Rental, as needed.
11. Collaborate with Rental Lead to ensure rental items are in clean and operational condition; ensure monitoring of equipment and facilitation of repairs/maintenance as needed through coordination with Service Department for the repair or maintenance of equipment.
12. Collaborate with the Rental Lead to ensure the continuation of effective Rental/Warehouse Standard Operating Procedures.
13. Serve as Manager on Duty in management rotation, including bi-weekly Saturday availability.
14. Other duties as assigned.
15. Regular attendance is an essential function of this position.

PHYSICAL DEMANDS: Employee is regularly required to talk and hear. This position is very active and may require standing, walking, bending, kneeling, stooping, crouching, and climbing. Employee must frequently lift and/or move items over 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Physical demands described here are representative of those that must be met by a team member to successfully perform essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.