Job description

Dennis Uniform Job Description

Job Title: Customer Success Manager (CSM)

Job Location:

Reports To: Regional Vice President of Customer Success

Status: Salaried, Full Time

Objective

This position is to manage staff, sales operations in the retail branch, as well as school partnerships. This position is to ensure that our all customers receive the highest-level of service.

Supervision Received/Responsibility

This position reports to the Regional Vice President of Customer Success, supervises the branch staff both full time and seasonal.

Position Overview

• Develop strategies to improve customer service, drive store sales, and increase profitability
• Ensure customer needs are met, complaints are resolved, and service is quick and efficient
• Work closely with National Customer Service and ensure any issues that arise are resolved
• Complete responsibility for account relationships including (but not limited to) Account Review

Meetings; follow through on all requests by accounts, ensure “smart” clean programs.

• Build and maintain a positive branch environment to ensure outstanding customer service
• Supervises operations and staff as directed by the RVP of sales
• Motivate staff through working example and ensure “best practices” are always followed
• Forecast staffing needs, recruit, train, and schedule for retail and warehouse operations
• Continually learn and share product knowledge
• Ensures all order fulfillment operations are efficient and staff is trained
• Ensure all products and displays are merchandised effectively to maximize sales and profitability
• Ensure facility maintenance
• Responsible for all administrative functions
• Ensure all account relationships are being supported with the highest level of attention and timely follow through on all aspects of account management
• Build and maintain account programs that are providing the best selection of products to ensure account satisfaction and company profitability
• Ensure staff adheres to dress code
• Ensure all staff is trained to meet the requirements of their job description
• Following proper banking procedures with deposits

Dennis Uniform-Confidential 2018-09 Page 1* of 2*

Position Requirements

• Exceptionally friendly and positive attitude
• English literacy, verbal and written (bilingual applicants are encouraged to apply)
• Professional Business written and verbal communication skills a must
• Strong organizational skills and an ability to work under pressure a must
• Strong commitment to meeting goals and deadlines
• Ability to multitask and work cross functionally
• Microsoft Office software proficiency, including Word, Excel, & Outlook
• Ability to operate and run efficiently all DENNIS computer systems (CRM, Intranet, POS, ICS, email, UPS,

DU 467, Dennis Website, etc.)

Education and Experience

• Minimum 4+ years retail management experience
• Account Management experience preferred
• High School Diploma or G.E.D.

Working Conditions

• Ability to stand for long periods (3-4 hours at a time), bend and lift 40 lbs, and work on ladders
• Ability to occasionally respond to “outside of business hours” phone inquiries (store key holder)
• Must be able to work extended hours during peak season (July – September)
• Must be willing to work overtime and cover additional shifts, if necessary, to ensure proper staffing of the store
• Must be willing to dress in a professional manner in order to properly represent Dennis to all customers and school accounts
• Must be willing to use your personal vehicle to travel to accounts if needed, reimbursement @ current

IRS rate per mile

This description is based on management's assessment of the requirements and functions of the job of the date this description was prepared. It is a general guideline for managers and colleagues, but it does not purport to be an exhaustive list of all the elements of the job. Management reserves the right on a temporary or indefinite basis to meet production, scheduling or staffing needs.

HR Signature/Date

Manager Signature/Date

Employee Signature/Date

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Job Types: Full-time, Contract

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Austin, TX 78745: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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