Customer Service Manager (CSM)

Customer Service Manager (Multi Unit)

Ashley Furniture is a privately held company with over 75 years in business. We wouldn’t be the World’s Largest Furniture Manufacturer without those that make us One Ashley. When you join the Ashley Furniture team you are joining the history and the future of furniture

Position Summary:

The Customer Service Manager (CSM) is responsible for overseeing the Customer Service Department for the three retail locations (Manchester, Newington & Waterbury). This position develops and leads customer service representatives in front office and administrative support, performs store operations functions such as opening and closing the store, and maintains compliance with company policies and operating procedures. This position reports directly to the Vice President of Sales and partners with each store's management team to assist in daily business operations.

Salary: $40,000 Bonus

Primary Job Functions:

· Ensure guests are always treated in a cordial, respectful manner, representing the Company’s brand image. Resolve escalated customer issues in a professional, helpful manner that strikes the proper balance between customer satisfaction and financial responsibility.

· Ensure sales orders are processed accurately and efficiently. Follow and enforce cash handling procedures. Oversee the processing of customer credit applications and financing arrangements.

· Maintain office operations according to Company requirements. Perform store accounting functions and verify the accuracy of sales and office paperwork, ensuring all documents are accounted for and contain store management approvals when needed.

· Open and close the store in rotation with other management, including the supervision of the entire store associate team when the store manager or sales manager is not on duty.

· Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, terminations, pay adjustments, etc.

· Coordinate and manage the work of employees by directing members of the team to meet the area’s goals. Audit regularly to ensure standard operating procedures are being adhered to.

· Manage employee performance and assist employees in making improvements to their performance through coaching, mentoring, and administering performance reviews. Recommend, plan and/or implement employee training and skill development activities.

· Audit, maintain and ensure employee time-keeping and absentee records are accurate.

· Communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, regular individual employee meetings, coaching, training, and company-offered learning opportunities.

· Manage resources to optimize equipment, facilities, employees, methods, and materials.

Requirements & Qualifications:

· Legally authorized to work in the US

· At least 18 years old

· High School Diploma or equivalent

· 2 years of office/admin/supervisory experience

· Ability to work flexible hours, including weekends and Holidays

· Demonstrate Ashley’s Core and Growth Values in the performance of all job functions.

· Maintain reliable attendance

· Thrive in a team environment

One Ashley Core Values

· Honesty & Integrity

· Passion, Drive, Discipline

· Continuous Improvement/Operational Excellence

· Growth Focused

Ashley Furniture is known for having a “Growth Mindset”, and it is our mission to help those around us continue to grow. We implement continuous improvement learning programs for those within our organization and outside of our organization.

We are an equal opportunity employer and provide a drug free working environment. While Ashley appreciates the interest of all candidates, only those meeting specific position requirements may be contacted. Principals only.

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $40,000 - $45,000