What are the responsibilities and job description for the Center Manager position at The UPS Store?
Job Description: Center Manager
Position Summary
The strength of The UPS Store® network comes, in part, from the talented and dedicated associates at each retail location. The UPS Store franchises endeavor to be the best in every aspect of business by championing a culture of trust, teamwork, accountability, high expectations and open communication. In 2024, Forbes named The UPS Store the top company for customer service, citing the dedication of its franchisees and store associates. The ranking was based on a year-long online survey of 201,000 Americans who rated more than 3,000 brands.
The Center Manager runs the day-to-day operations of this retail location. He or she may be required to open and close the center, help manage productivity and ensure the center’s team delivers world-class customer service to all customers, monitor cost control and expenses, and contribute to weekly and monthly reports developed by the franchise owner. The Center Manager is involved with profit/loss, continuous improvement, service delivery levels, personnel management, and business development. Primary responsibility is to deliver world-class customer service to customers. This requires strong interpersonal skills, effective oral/written communication skills and the ability to work well with others. Computer application knowledge, including Microsoft Office (Word and Excel), is recommended and may be required. Knowledge of Internet applications is preferred. Physical requirements include the ability to stand for several hours at a time and ability to lift 50-75 lbs.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Assign employees to specific duties to include a daily checklist
- Maintain adherence to all company’s pricing policies on merchandising according to requirements for profitability of retail operations
- Coordinate sales promotions activities and prepare or direct workers preparing merchandise displays
- Maintain operation records and prepare daily transaction records
- Prepare requisitions to replenish merchandise
- Ensure compliance of established procedures, practices, sales, and security as outlined in the employee manual
- Assist customers with inquiries and complaints
- Lock and secure the store when scheduled
- Maintain a weekly retail training program; assist employees in obtaining new product knowledge
- Encourage, assist, and train employees to become a motivated sales force
- Plan and prepare work schedules to include lunch and breaks
- Perform other duties as assigned
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Proven leadership experience
- Ability to develop and motivate a team of up to 12 employees
- Able to resolve complaints and problems as they arise from customers and employees
- Delivers outstanding customer service to walk-in customers and telephone/email inquiries
- Continuously practices good listening skills with customers, UPS Store team members, and leadership
- Takes ownership of the customer's shipping needs and offers viable solutions
- Takes action to learn all product and service offerings, alternative solutions, and industry trends
- Operates all equipment, software, and devices in an expert fashion and is willing to teach others
- Shipping and Receiving packages for processing / being able to meet the physical demand requirements for dealing with packages
- Maintains a clean, organized, and safe working environment
- Honest, Hard Working
- Positive / Good Attitude
- Reliable and Trustworthy
- Professional Appearance
- Ability to stand for long periods of time
- (3) or more years of retail or customer service experience
- Strong computer skills, including Microsoft Office and Adobe Suites
- Outstanding phone skills
- Strong verbal and written communication skills, including spelling and math
- Able to lift 40 pounds
- Ability to work a variety of shifts covering business needs between Monday-Friday 7:30a-6:30p, Saturday 8:30a-5:30p, and Sunday 10:30a-4:30p.
- Notary Public License preferred
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear or answer phones. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.
Benefits :
- Flexible Schedule
- Work / Life Balance
- Accrued PTO
- Employer Subsidized health insurance with TeleMed
- Weekly Pay
- On Demand Pay
- Opportunity for advancement and skills certifications
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