Customer Service Training Manager jobs in Mishawaka, IN

Position Overview:

As the Assistant Manager – Customer Service Lead, you will play a vital role in leading our team to provide excellent customer service, drive sales, and maintain a supportive and engaged work environment at Kabelin Ace Hardware. If you are passionate about delivering exceptional service and have the leadership skills to inspire a dedicated team, we encourage you to join us in our mission to be "The Helpful Place”.

Essential Duties and Responsibilities:

Leadership-
-Manage all aspects of store operations in collaboration with the Store Manager.
-Lead by example and maintain approachability for associates and customers.
-Participate in store meetings.
-Drive store sales to meet and exceed the Plan.
-Share merchandising, cost control, or sales ideas with the Manager for follow-up.
-Prepare and strive for future career advancement.
-Provide an excellent representation of Kabelin Ace Hardware through fully embodying the company’s core values and what it means to be “The Helpful Place”.
-Observe, monitor, and coach associate performance on the sales floor.
-Possess in-depth product knowledge and familiarity with store layout and product locations.

Customer Service-
-Train associates in customer service best practices.
-Drive participation in the Ace rewards program, exceeding targets.
-Review customer satisfaction survey scores and collaborate with the team to enhance overall service levels.
-Oversee the Customer Coordinator role and manage daily tasks of floor associates in collaboration with the Store -Manager and Assistant Manager – Operations Lead & Merchandising Lead.
-Manage all store services (pipe cutting, propane-related tasks, key cutting, key programming, screen repair, lock servicing, assembly, equipment servicing/warranty issues, engraving, etc.).
-Ensure proper associate training, supply management, and timely repairs related to all store services.
-Oversee and manage the paint department, including training, add-on sales, and inventory management.
-Ensure prompt and accurate fulfillment of Online, Curbside, and Delivery Orders.
-Train the entire team on the register and oversee all cashiering functions, including training, audits, and reports.
-Promote business customer sales growth through training, credit line management, inventory maintenance, order placement, etc.
-Champion employee engagement initiatives and collaborate with the Store Manager to enhance overall engagement levels.

Merchandising -
Support the Assistant Store Manager – Merchandising Lead in the responsibilities outlined below.
-Manage daily tasks of floor associates in collaboration with the Store Manager and Assistant Manager – Operations Lead & Customer Service Lead.
-Train associates in merchandising best practices.
-Coordinate merchandise resets throughout the store.
-Maintain store cleanliness and organize facilities.
-Enhance front-of-store and awning presentation.
-Ensure effective que presentation for customers.
-Maintain store signage presentation, including brand and price signs.
-Execute and maintain End Caps, ensuring they are set and well-stocked.
-Execute "Win the Month" promotions.
-Execute signage kit, including planned execution, setting ads on launch date, and ensuring key items are in stock.
-Execute and maintain Power Aisles, including planning, setting, and stocking.
-Implement store product standards, focusing on shelf-facing and presentation.
-Execute closeout management, item change management, and weekly price change labels.
-Act as the liaison to store support for direct vendor products, addressing damages and deficiencies.
-Promote and execute store and company-wide events and promotions, including grilling events, product demo days, customer workshops, round-up donations, seasonal changes, and more.
-Collaborate with our Marketing team to curate and create local content for our social media accounts, highlighting changes in the store, new associates, etc.

Operations -
Support the Assistant Store Manager – Operations Lead in the responsibilities outlined below.
-Manage daily tasks of floor associates in collaboration with the Store Manager and Assistant Manager –-Merchandising Lead & Customer Service Lead.
-Manage cash office operations.
-Plan and coordinate delivery schedules for timely and organized deliveries.
-Ensure efficient receiving, sorting, and stocking of deliveries according to best practices.
-Ensure safe and efficient forklift operations.
-Accurately complete receiving and transfers.
-Maintain accurate location codes throughout the store, including mango backstock.
-Manage product inventory levels, including suggested orders, non-stock ordering, and stock not kept ordering.
-Oversee cycle counts, shooting the outs, negative on-hand reports, and other inventory-related reports.
-Efficiently process defectives and claims on a weekly basis.
-Direct preventative maintenance and repairs to maximize and protect all physical assets (e.g., building, fixtures, equipment).
-Address and escalate any store IT issues.

Compensation:
$37k - $45k / year. This is a salaried position at 45 hours/week (some evenings & every other weekend required).

Benefits:
-Health, Dental, and Vision Insurance
-Paid Time Off & Holiday Pay (on certain holidays)
-Retirement Plan with Company Match
-Employee Discount
-Minimum Qualifications
-High School or GED equivalent.
-Possess a valid in-state driver’s license with an acceptable driving record.
-Previous retail merchandising experience preferred. Hardware experience preferred.
-Standing, walking, lifting (up to 40lbs) and climbing.

***Job responsibilities may change based on the needs of the business.
Acknowledgement:
I have read this job description and fully understand the requirements set forth therein. I understand that this is to be used as a guide and that I will be responsible for performing other duties as assigned. I further understand that this job description does not constitute an employment contract with Kabelin Ace Hardware.