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 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.
Oversee the rental department with the help of the Rental Supervisor.
Drive rental department sales to exceed targets, including oversight of associates, cleanliness, and proper equipment maintenance.
Supervise eBay associates in listing and shipping items.
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.

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 scheduling for timely and organized deliveries with the support of the Delivery Supervisor for the following departments: Commercial, Rental, Service, and Retail.
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 back stock.
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.

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.

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.

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.