Customer Service Manager

Company Overview:

Farmer John’s Garden Center & Boutique is a family-owned, high-end garden center and boutique located in Farmington Hills. We pride ourselves on offering exceptional service and creating a welcoming, collaborative environment for our employees. Join a team dedicated to delivering an outstanding shopping experience while fostering a supportive and fun workplace culture.

Job Type:

Full-Time 

Job Purpose:

The Customer Service Manager is part of the company core management team and responsible for leading and inspiring a dynamic customer service and front end department. This role requires strong leadership, excellent communication, and a commitment to providing exceptional customer experiences in a fast paced environment while ensuring the smooth operation of daily store activities.

Key Responsibilities:

Customer Service & Team Leadership:

• Team member of the company core management team.
• Hire, train, manage and coach the customer service and cashier teams of up to 35 people and two Team Leads during peak seasons, leading a strong and professional front end experience.
• Manage a team that consistently delivers exceptional customer service to ensure every customer has a positive experience on the phone, email, and as they enter and exit the store.
• Manage accurate and efficient transactions, line movement and product bagging/packaging expectations.
• Manage, motivate, and support the customer service and cashier team, fostering a collaborative and positive work environment across all departments.
• Address and resolve customer complaints and team conflicts promptly and professionally.
• Train and coach team members to enhance their skills and ensure alignment with company standards.

Operations & Communication:

• Create and maintain weekly staff schedules to ensure adequate department coverage within payroll expectations.  Manage department Sling requests, communication and employee data.
• Collaborate with other departments to streamline communication and improve processes including returns, exchanges and company policies.
• Oversee cash register operations, including daily reconciliations, purchase, return and warranty processing, and coordination with the warehouse for inventory and deliveries.
• Manage key email inboxes and all company incoming phone calls to support customer service, call direction and quick response.
• Stay informed about product knowledge to improve team communication and customer interactions.  Lead daily touch base meetings to set team daily expectations and job assignments.   
• Restock and order supplies for the cooler at the register line as needed.

Administrative & Organizational Duties:

• Enforce and maintain company policies and procedures consistently.
• Order and manage supply inventory to maintain availability of key products.
• Attend staff meetings, training sessions, and company-sponsored events to stay updated and aligned with company goals.

Cross-Departmental Collaboration:

• Gain a thorough understanding of how other departments operate to enhance interdepartmental communication and processes.
• Assist other departments as needed to ensure seamless store operations.

Requirements:

Experience & Skills:

• Proven experience in management or leadership roles, preferably in retail or customer service.
• Strong leadership, communication, and organizational skills.
• Strong ability to multi-task in a fast paced environment.
• Proficiency with POS (NCR Counterpoint) systems, Google Workspace, and Microsoft Office.
• Ability to manage scheduling tools such as Sling.

Availability & Physical Requirements:

• Must be available for a 40+ hour work week, including varied shifts, nights, weekends and holidays.
• Physical ability to stand and walk for up to 10 hours, repeatedly lift items weighing 50+ lbs, and work in all weather conditions.
• Adaptability to a fast-paced environment with the flexibility to embrace new ideas or changes.

Why Join Farmer John’s?

Farmer John’s values its employees as much as its customers. As part of our team, you’ll enjoy a family-oriented, collaborative environment that encourages personal and professional growth. Join us in providing an unparalleled gardening and landscaping experience while cultivating your own success.