Customer Implementation Manager Jobs in Rohnert Park, CA

Summary: The Coordinator partners with their Store Leadership Team in providing supervision of the store operations and leading an environment that is customer focused and grand opening ready. This Values based Leader contributes to Being Friedman's by supporting the Store Leadership Team driving sales, awareness of their channel's key metrics, and contributing to the development of their Team Members.
Essential Job Duties and Responsibilities:
Sales, Inventory and Customer Service
• Responsible for successfully implementing an amazing customer service experience by leading by example and providing an outstanding experience with each interaction
• Provide management level support to all customers and Team Members in the store
• Own the daily pulse, flow and activities of the business channel/department and all Team Members within it
• Drive customer service and Team Member engagement throughout the store
• Connection with Team Member is ever-present with a daily check in process and constant teaching, feedback, and coaching on TM performance as it relates to process, procedures, and values
• Set the retail pace and expectations for the Department through managing Department Heads and Team Members, making sure they have the knowledge and tools to be successful day-to-day as a Values based leader
• Check in daily with Department Heads and strategize on opportunities and targets, adjusting priorities in conjunction with the ASM as needed for department
• Frequent connections/communications with ASM to discuss areas of opportunity and potential solutions/goals to close gaps and meet store targets
• Solid understanding of how to drive sales and produce outcomes, with the ability to pass along knowledge to Department Heads
• Foundational understanding of business intelligence tools, metrics, and reporting for business channel
• Working knowledge of sales reporting, labor report, margin erosion and managed labor
Team Member Training & Development
• On board and train or arrange appropriate training for all assigned Team Members to ensure proficiency and accuracy of work processes and procedures, customer service, product knowledge and company policies
• Mentor/coach and train Department Heads and Team Members with product knowledge, technical and interpersonal skills to develop and strengthen the team, including 'in the moment' coaching
• Collaborate with ASM and TMs to determine effective and efficient personal development plans and motivate TMs to accomplish work goals
• In collaboration with Manager, train, coach, mentor, and develop DHs along career path
• Partner with Human Resources to conduct and complete performance reviews, performance coaching, feedback, and disciplinary actions for Team Members
• Conduct interviews with potential candidates for all areas of the store/location and separating procedures
• Assess TMs skills, product knowledge and assign GrowZone training assignments
Daily Operations
• Assign duties and follow up with TMs to ensure timely completeness and accuracy
• Determine work procedures, prepare work schedules, and expedite workflow for departmental Team Members
• Responsible for timecard approval processes and attendance management for assigned Team Members
• Staff information desk as needed
• Manager on Duty to include key carrier responsible for opening and closing building, all aspects of the facility and activities on-site during shift. Safety, security, emergencies. Alarm and fire codes
o Manager on Duty includes schedule availability of morning, mid and close on a monthly rotating basis to meets the needs of the business
• Provide support and resources as needed with the ability to support all areas of the store as needed
• Assist Manager with the identification of opportunities to add value through operations management activities and process improvement
• In the absence of the ASM, run the daily business channel meeting and daily activities
Safety & Compliance
• Promote a safety culture within business channel and store, recognizing safe behaviors
• Maintain equipment, order and cleanliness in the work areas and facility surroundings
• Responsible for appropriate actions and procedures for work related injuries, vehicle, or equipment incident reporting
• Collaborate with Safety Manager and Store Management to continuously improve safety initiatives for departments and retail locations
• Responsible for Hazmat knowledge and procedures as they pertain to store and location
Education & Experience:
• High school diploma or general education degree (GED)
• 4+ years of experience in a retail environment with supervisory responsibilities preferred
• Experience in 2-3 business channels and/or multiple locations preferred
Knowledge, Skills, and Abilities
• Experience with Microsoft Office (Outlook, Word, Excel)
• Active listening skills to understand the concerns of Team Members and customers, producing outcomes that solve issues through the alignment of Company Values
• Possess strong organizational and well-developed multi-tasking skills
• Strong understanding of FHIs processes, policies, and procedures within the business channel
• Ability to partner across channels and locations, communicating the needs of the business channel
• Ability to problem solve at a high level with solution-based thinking, recommendations, and actions
• Ability to engage a team to problem solve, improve processes, and take ownership
Work Location/Physical Demands
Work location is within one of Friedman's Home Improvement retail locations. Travel between retail stores, distribution center and headquarters may be occasionally required. Hours are to meet the needs of the retail business and typically vary from 4:00am-9:00pm, Sunday through Saturday with occasional variations as needed. Manager on Duty shifts are a requirement for this position and will have monthly rotating morning, mid and closing shifts to meet the needs of the business.
What's in Friedman's toolbox for Team Members:

• Medical, Dental and Vision bundled benefit plans
• Employee discount on all merchandise
• Store bonus eligibility
• Team Member of the Quarter opportunities
• Tuition reimbursement to further career path
• 401(k)

This is a non-exempt position located at Friedman's Home Improvement Petaluma, CA retail store. Hours are retail need based from Sunday - Saturday.
Friedman's Home Improvement is proud to be an Equal Opportunity Employer, committed to a diverse and inclusive work environment. Friedman's Home Improvement will consider for employment qualified applicants with criminal convictions in a manner consistent with AB