Become a part of the Worlds Foremost Outfitter team! At Cabelas we passionately serve people who enjoy the outdoor lifestyle by delivering innovation, quality and value in our products and service. Live...Dream... Work the Adventure! It's In Your Nature! Cabela's has an opening for an exempt Retail Customer Experience Manager at our Glendale, AZ retail store. Position Overview: The primary purpose of the Customer Experience Manager is to facilitate the front end operations. This encompasses managing the daily duties of operations, to include efficient and friendly check-outs and ensuring courteous and efficient procedures at the customer service counter. The main function of this role is to ensure delivery of legendary customer service to each and every customer. This function ensures, that as a company, we continue to meet the expectations, as outlined in our mission statement.
Essential Job Functions:
Supervise and lend support for lead team, following up to ensure duties are completed in a timely manner. These include, but not limited to: 1) Back office reports 2) Outfitter observations/coaching 3) Development through outfitter training 4) Club Card referral tracking 5) Outfitter break/lunch schedule 6) Ensure constant observation of cash lanes and return counter to provide efficiency in all customer transactions Daily monitoring results and providing leadership and suggestions wherever necessary. This follow-up will help develop the lead team into management material and will provide career promotions and incentives for the team. This supervision and support will also deliver the high level of customer service that is a standard for Cabelas.
Partner with cash office for discrepancies in daily operations. Investigate transactions by partnering with outfitter to determine the error.
Provide support for store management by resolving customer issues quickly and properly. Taking all customer complaints seriously and handling them appropriately, partnering with upper management when necessary. This will allow our company to keep focused on legendary customer service.
Responsible for performance reviews, maintaining attendance and any appropriate disciplinary action deemed necessary. Partner with HR for these areas, to ensure company policies and procedures are being followed.
Provide data for weekly management meeting. This includes sales numbers/figures for cashier Item of the Week, VOC (Voice of the Customer) data, phone capture percentages, Level 1 training progress, etc.
Partner with AP regarding possible fraud and/or theft issues. Provide support for AP with in-depth facts and data from JDA. By researching past purchases, both POP and NPOP, can help determine pattern and can provide information to customer service to help deter further theft.
Provide assistance and support for Club Card embosser. Assist in maintaining bank requirements of constant dual operations regarding the embosser and card inventory.
Staffing/Scheduling Ensure front end staffing meets the needs of the season - ads, special events, blackout periods, etc. Recruiting for qualified outfitters Conduct interviews to keep staffing at levels needed to handle customer traffic, and increase staffing during peak seasons.
Vocational/Technical School Certificate
2 to 4+ Years Experience
Supervision of comparable number of employees Customer service Money handling Cabela's Systems, including thorough knowledge of AS400, Retail Product Information, and especially, JDA. Together these are used significantly to perform the necessary duties of the customer service manager.
Offering Legendary Customer Service involves this position having access to be able to run programs that access the customer's unencrypted credit card, to be able to retrieve unencrypted cards for handling mail in returns, CLUB Visa Cards when customer is on site and left cards at home, research transactions for lost receipts, etc. With this said, this position requires the ability to access customer information including unencrypted credit cards.
Cabela's is an Equal Opportunity Employer (EOE) and we seek to create an inclusive work place that embraces diverse backgrounds, life experiences and perspectives.
Cabela's shows commitment to the men and women who have served in the United States Armed Forces by providing meaningful, challenging career opportunities where military skills and experience may be applied.
Cabelas offers a competitive benefits package to include: 401k, vacation, profit sharing, health and dental coverage for you and your family, relocation assistance, and employee discounts.