Title: (NEX OCEANA) CUSTOMER SERVICE MANAGER Location: United States-Virginia-Virginia Beach Job Number: 220001T8 Job Summary Supervises the Customer Service Front End Registers and Store Greeter functions. Assists in developing related operating policies and procedures. Duties and Responsibilities Supervises main store customer service programs. Takes and processes special orders and coordinates the rain check program. Follows up with customers vendors procurement and distribution personnel to ensure special orders and rain check merchandise orders are processed and received promptly and efficiently. Processes layaways and layaway payments. Ensures customer balances due are accurate and current. Completes layaway inventories and reconciliations. Promotes customer satisfaction. Reviews all comments questions complaints and compliments received from customers and coordinates with applicable manager as to action to be taken. Resolves customer complaint and provides information to customers on all types of NEX retail policies and programs. Coordinates all instore aspects of the NEXCARD program. Supervises front end register and store greeter operations including scheduling staffing and training and performance management. Ensures associates are aware of store promotions policies procedures and programs. Ensures all frontend equipment cash registers etc. is available and properly maintained. Schedules and conducts store training programs regarding customer service cash handling etc. for retail store associates. As required coordinates and organizes with appropriate personnel special projects involving presentations manuals standard and special correspondence for customer relations. Maintains personal contact with employees wives clubs ombudsmen and customers to discuss their needs complaints etc. Assures customers of concern to satisfy their needs as to merchandise selection and services provided. Carries out and exemplifies the NEX policy of courtesy and customer service. Makes recommendations for improvement. Performs other related duties as assigned Qualifications: GENERAL EXPERIENCE 3 years of experience gained in administrative merchandising services andor retail sales that enabled the applicant to gain knowledge of merchandising sales and inventory practices and procedures skill in dealing with others knowledge of selling floor operation practices and procedures and the ability to exercise mature. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE 1 year of academic study above the high school level may be substituted for 9 months of experience up to a maximum of a 4 year bachelors degree for 3 years of general experience. AND SPECIALIZED EXPERIENCE One year of experience that provided a background in retail andor service merchandising and operations retail customer service satisfaction policies and practices supervisory responsibilities etc.
