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The responsibilities and duties of this role include, but are not limited to:Manages Overall Store Operations (35% of the time)
Oversees the work flow through the Customer Service Delivery System (CSDS) program.
Ensures overall customer satisfaction in the store.
Resolves customer complaints when other store teammates cannot.
Develops and implements customer retention strategies and practices in the stores.
Determines customer satisfaction requirements on an individual basis.
Establishes and maintains relationships with customers in order to build customer retention and loyalty.
Handling personal daily customer sales and product/service concerns as well as developing long-term relationships with present and new store customers is a major component of the store manager's performance standards and responsibilities.
Implements and directs monthly sales and marketing plans forwarded by the Area Manager and sets goals for store and teammates to achieve organizational goals.
Manages financial aspects of the business through evaluations and corrective actions.
Protects store and company assets.
Controls and directs store operational tasks, including inventories, payroll, bank deposits, teammate productivity measures, merchandising and sales promotions, outside sales solicitations, B2B, etc.
Leads in-store behavior implementation for timely execution of organizational strategy, according to company methodology
Decides inventory stocking levels and replenishment frequencies.
Analyzes, appraises, and makes corrective changes to the store's entire operation as needed.
Directly handles customers in areas of sales, service, complaints, adjustments, etc., including greeting and handling customers to conclusion in store and over telephone.
Handles customer complaints and tire adjustments.
Develops customer loyalty and retention through relationship selling.
Grows profit through service or tire recommendations as needed by the customer, including alignments, flushes, scheduled maintenance services, etc.
Coaches, Motivates, Leads Store Teammates (35% of the time)
Recruits, interviews, selects, coaches, develops, motivates, and leads store teammate staff.
Manages and approves scheduling and staffing of teammates.
Approves and handles employment termination of teammates if necessary.
Creates a highly motivated team environment/culture within the store operation.
Develops and manages teammate retention programs in store as a whole and in specific individual situations.
Uses negotiation and conflict resolution in managing store teammates by partnering with the appropriate people to resolve employee relations matters.
Establishes teammate performance standards and performs effective performance management reviews.
Determines individual teammate knowledge, skills, and abilities (KSA's) levels and
develops/instructs/educates teammates in those product, position, and selling areas of deficiencies which are appropriate.
Observes and recognizes opportunities for teammates as it relates to their job and coaches to that.
Determines specialized educational programs that will be most beneficial for teammates' individual productivity and schedules them for completion.
Conducts both group and individual meetings with store teammates as required and appropriate
Additional Activities (30% of the time)
Greets and handles customers to a conclusion both in person and on telephone inquiries, while developing repeat customer business through relationship selling.
Opens and/or closes the store as required and directed, which includes cash control and asset protection.
Attends all area and special meetings as required by area management.
Practices courtesy, honesty, and good judgment with all customers and store teammates.
Depending on store staffing, hours of operation, sales mix, workflow, and volume, helps to unload trucks of merchandise shipments, changes and balances tires in the service department, constructs store displays, and performs any other physical duties that are necessary to meet customer relationship requirements.
Other duties as assigned or directed by Area Manager
PREFERRED QUALIFICATIONS
2-year degree or non-traditional education through training program completion, certification, or other exhibiting the growth mindset that is needed in this candidate
SUPERVISORY RESPONSIBILITIES
Reports to the Area Manager and directly manages 6-21 teammates in major daily responsibilities, including coaching, leading, and developing to support the store activities.
PHYSICAL DEMANDSCustomer Service
Sales floor counters are between (39in. & 44in.)
Paperwork and printers are between (18in. & 39in.)
Operate computer to look up parts and materials as well as invoice customers
Work directly with customers throughout the day
Retail locations can see between 15 and 55 customers per day depending on the location
Management Activities
Daily duties involve management of a 3 to 25 bay retail automotive service store. Stores are open 7 days per week, 77 to 91 hours, and constant adjustments in staffing levels are required to handle the fluctuating sales/work flow
Coaches, leads, and motivates 6 to 21 teammates
Constantly move about the store sales floor with customers, the stock room which is usually at least two stories, the outside concourse to meet and greet customers in their cars, and the car service department where the bulk of the daily business takes place.
Perform computer work for ordering and receiving products
Make calls to outside suppliers for parts and equipment as needed
May travel to meeting locations
Store Upkeep
May setup and take down outside tire rack requiring (45 lbs.) of force to push down on jack to lift rack and (30 to 65 lbs.) to push/pull rack in and out of the store
May stack tires outside store for displays between (1in. & 72in.)
Store displays are between (1in. & 75in.)
Tires can weigh between (11 lbs. & 72 lbs.) with the average at (27 to 35 lbs.)
Setup and take down signs outside the store as needed
Spray tires with black paint prior to putting on display to cover manufacturing lines
Use a dry mop or broom if needed to keep the floor clean
Stock paper products and soap in the restrooms
Use rags or paper towels and spray bottles to keep displays, counters, and other areas clean
All cleaning supplies and paper products weigh less then (5 lbs.)
Store Deliveries
Tire deliveries contain between 90 & 400 tires 1 time per week depending on the retail location
Storage racks are between (4in. & 106in.)
Depending on the retail location, tires can be stored in the following manner:
Stack tires on carts between (1in. & 72in.) to take to storage. Then place in storage racks.
Roll tires to storage and place in storage racks
Roll tires to storage and place on a conveyor between (18in. & 43in.) then into racks
Roll tires to storage and place into stacks
Tires weigh between (11 lbs. & 72 lbs.)
Majority of tires weight between (27 lbs. & 35 lbs.)
Shop Floor
Opening doors requires (20 to 45 lbs.) of lifting force
Closing doors requires (20 to 80 lbs.) of pulling force without the use of body weight
Drive customer vehicles
Pull new tires for customers weighing between (11 lbs. & 72 lbs.) with the majority between (27 & 35 lbs.)
Tire racks are between (4in. & 106in.) with ladders and step ladders available depending on the store
Supplies are between (5in. & 112in.) with ladders and step ladders available depending on the store
Supplies weigh between (1 & 42 lbs.)
WORK ENVIRONMENTStore Manager daily duties involve management of a 3 to 25-bay retail automotive service store. Stores are open 7 days per week, 75 to 91 hours, and constant adjustments in staffing levels are required to handle the fluctuating sales/work flow. The manager coaches, leads, and motivates 6 to 21 teammates, interfaces daily with the Area Manager and his/her staff, the Area Education Department, local suppliers, BFS Distribution system teammates, and retail customers from both a personal sales and a customer relations and retention perspective. The store/daily work place contains:
Cold work environment in the winter with a cold and hard cement floor and a hot work environment in the summer. The store manager is constantly moving about the store sales floor with customers, the stock room which is usually at least two stories, the outside concourse to meet and greet customers in their cars, and the car service department where the bulk of the daily business takes place.
There is a daily need for continual implementation and maintenance of all safety and health environmental policies with knowledge, skill, and good judgment.
High School Diploma or equivalent
Demonstrated success in retail sales management
Problem solving as it relates to customer complaints
Aptitude to manage inventory, order scheduling, and ongoing merchandising displays
Must be able to assist customers for personal sales as well as complaints to ensure customer retention and loyalty
Teammate and customer communication skills
Negotiation and conflict resolution skills
Must have a valid automobile driver's license at all times and be able to drive customer and company vehicles
Must have completed all of the current and required BSRO store education courses & modules required for this position
Manage retail store location operation and ensure that tire unit sales, automobile service sales, customer retention, and overall operating profit opportunities are maximized.Bridgestone Retail Operations (BSRO) is part of Bridgestone Americas and employs over 22,000 teammates in North America. BSRO operates more than 2,200 company-owned stores, including Firestone Complete Auto Care, Tires Plus and Wheel Works locations. With locations across North America and more than $3 billion in tire and auto service sales, Bridgestone Retail Operations is the right place to build a career. Whatever role you fill, when you represent the Bridgestone name, you are a valued teammate, and part of our larger mission to Serve Society with Superior Quality. We start by offering each teammate more than just competitive pay. We provide formal training, performance incentives, paid vacation and holidays, competitive healthcare packages for full-time and part-time employees, and a 401k plan to help build towards your future. We believe people can only provide superior service and quality to others when they are allowed to bring their whole self to work and know they are supported. We believe in championing all perspectives, individuals and teams because we understand the importance of seeing the world and our business through many different lenses. We are building a team as diverse as the world we serve. So, show us what you are made of. Show us the smart stuff, the tough stuff, the bold, beautiful and brave stuff. Because who you are is what we need.Bridgestone is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.
Full-time