Ship's Store Customer Services Manager

The Ship's Store Customer Services Manager is responsible for leading and overseeing customer service operations within the Ship's Store. This role requires a leadership mindset, excellent interpersonal skills, and the ability to ensure exceptional levels of service while maintaining operational compliance with policies and procedures. Key responsibilities include, but are not limited to:

Customer Service Operations:

• Managing day-to-day operations of the Ship's Store, ensuring all aspects of customer service run smoothly and efficiently.
• Ensuring the provision of proactive, polite, and professional customer service to meet or exceed patron expectations.
• Resolving customer service issues in a calm, professional, and efficient manner, including responding to complaints and facilitating resolutions.
• Monitoring feedback from patrons and identifying opportunities for improvement in customer service processes.

Supervision and Team Coordination:

• Leading and supervising the customer service team, ensuring performance aligns with established company standards.
• Training, mentoring, and coaching staff to maintain high levels of professionalism and customer service proficiency.
• Organizing work schedules and assignments to ensure effective service coverage during operating hours.
• Conducting performance evaluations and providing constructive feedback to team members for improvement.

Compliance and Reporting:

• Overseeing compliance with all applicable policies, procedures, and regulations related to customer service and retail operations.
• Managing records, registers, and reporting documentation for customer service activities, ensuring accuracy and timely reporting to management.
• Ensuring that store inventory, cash handling, and transactions comply with company and governmental policies.

Minimum Requirements

• A minimum of three (3) years of experience as a customer service supervisor or similar role.
• Strong leadership skills with the ability to manage, mentor, and motivate a diverse team.
• Exceptional customer service and interpersonal skills with a proven ability to handle challenging customer situations with professionalism and diplomacy.
• Effective communication skills to interact with team members, management, and patrons effectively.
• Strong organizational and time management skills to oversee tasks and schedules in a fast-paced retail environment.
• Working knowledge of retail operations, including customer service standards, cash handling, and merchandising.
• Ability to successfully pass contract medical requirements and maintain compliance for the duration of deployment.