Customer Service Manager

Summary

The Key Holder's responsibility first and foremost is to deliver a premium customer experience by inspiring creativity within our customers and making JOANN their happy place! All Team Members drive sales through advanced product knowledge, innovative merchandising, and cutting counter accuracy.

The Key Holder will also assist the Store Management team with leading the store team members by observing / coaching individuals as well as performing operational duties that include but are not limited to opening / closing, ensuring store compliance, and finding creative ways to drive the business.

The Key Holder will also embody characteristics and perform the duties of Hearts, Hands, Minds, and Inspire.

Responsibilities & Competencies

HEARTS

Greets every JOANN customer and uses the F.A.S.T. service model to meet the customer's needs.

Asks open-ended questions to learn about customers' project needs and escorts them to the desired product's location.

Engages in friendly conversation with customers about their projects while serving them at the cutting counter, cash register, and sales floor.

HANDS

Processes customer transactions at the cutting counter and cash register in an efficient and friendly manner with professionalism and precision.

Lift boxes from the truck and receiving area, place and arrange items on shelves and racks. Required to enter and exit truck beds to remove freight.

Unloads freight from the truck and sorts it according to company procedures. Move product from truck to sales floor as needed.

Stocks shelves accurately according to planogram while maintaining a high level of productivity and close attention to detail.

Maintains high standards throughout the sales floor by cleaning and recovering shelves, putting away returns, and cleaning up any spills / messes with a sense of urgency

MINDS

Invites customers to participate in store activities such as Education Classes, Custom Framing, and any other events.

Proactively drives sales through product knowledge, active selling techniques, suggesting services, and building strong customer relationships to the JOANN brand.

Assists leadership in minimizing shrink in the store by ensuring policy and procedure compliance including, but not limited to, cutting counter accuracy, remnants, damages, and inventory management.

Works with store management to identify opportunities to drive the business and increase sales / profit.

INSPIRE

Works closely with Store Management to identify key tasks and assists in delegating them to Team Members.

Follows up to ensure tasks are completed well and in a timely manner.

May act as MOD to open / close store when no member of store management is present.

Collaborates with other Team Members or store management on projects in a professional manner.

Applicable laws may place restrictions on a Team Members ability to perform certain work duties listed in this job description.

Please contact your manager if you have any questions regarding the limitations on the duties you can perform.

Physical Demands

Stand during an entire shift (other than normal break time).

Continuously walk around all areas of the store throughout shift.

Read written instructions, reports, and other information on paper and computer screens.

Orally communicate with customers and other team members on consistent basis throughout their shift.

Input data on computer keyboard and handheld units.

Use 2-way radios (hear incoming messages and provide verbal response).

Push / pull merchandise with appropriate equipment (carts, bins, etc.) to and from backroom and sales floor.

Lift, place, and arrange items on shelves and racks.

Bend down and reach above head.

Climb and descend ladder.

Individually lift up to 49 pounds, and group lift up to 97 pounds (under 2 lbs on a constant basis, 10 lbs on a frequent basis, 10-49 lbs on an occasional basis, and 50-97 lbs group lifts on an infrequent basis).

Expected Availability

Part-time status requires availability that meets the needs of the store. Part-time Team Members are generally scheduled to work less than an average of 28 hours per week in a measurement period, as defined by JOANN and are not guaranteed any particular number of hours per week.

Open availability is defined as the ability to work any and all hours required without restrictions as to the time of day or day of week, including, but not limited to, days, evenings, weekends, overnight shifts, and holidays.

Hours are scheduled according to needs of the store and the team member's availability. Relocation may be required for career progression.

Full-time status requires open availability and ability to work at least an average of 36 hours per week over the course of a year.

Open availability is defined as the ability to work any and all hours required without restrictions as to the time of day or day of week, including, but not limited to, days, evenings, weekends, overnight shifts, and holidays.

Team Members meeting these requirements are eligible for benefits within the Company’s full-time benefits program. Hours are scheduled according to needs of the store and the team member’s availability.

Relocation may be required for career progression.

Education & Experience

Education

Minimum - High School Diploma or equivalent

Experience

Minimum - 1+ years of supervisory experience in a customer centric environment

This position will be located at :

43570 W Oaks Dr Unit B3 Novi, MI 48377-3302

Eligibility for benefits and incentives is dependent upon employment status. JOANN offers the following benefits and incentives to eligible Team Members :

• Medical, Dental and Vision benefit plans
• Company-paid basic, Optional, and Dependent life insurance
• Long-term disability and Company-paid Short-term disability
• Paid Time Off and Sick Time
• Tuition Reimbursement
• Team Member Discount
30+ days ago