Customer Service Assistant Manager

Description

Day-to-day leadership across brands, channels, and campuses

SCHEDULE 40 hours per week, M - Sa, with a day off during the week.


WORK ARRANGEMENT In-person position, Hourly


LOCATION Time divided between two campuses (Hartville & Kidron)

TEAM Ecommerce Customer Service COVERAGE Multiple brands and Ecommerce channels

REPORTS TO Ecommerce Customer Service

Position Summary & Purpose

The Customer Service Assistant Manager provides hands-on, day-to-day leadership for the Customer Service team across two campuses. This role supports consistent, high-quality service for multiple brands and customer channels by coordinating daily workflow, serving as the first point of contact for routine questions and escalations, providing real-time coaching, and keeping information and practices aligned across locations.


The Assistant Manager works closely with the Customer Service Manager, steps into customer-facing work when needed, and helps create a connected, collaborative team environment. The position requires regular in-person presence at both campuses and the flexibility to divide time between locations based on team and business needs.

We offer paid orientation and on-the-job training, as well as paid holidays. Benefits available to full-time employees include paid vacation, medical, dental, vision and life insurance, short-term disability coverage, and a 401(k) retirement plan.

HRM Enterprises is a family-owned and operated company with deep roots in the local community. Our flagship store, Hartville Hardware, has served customers since 1947 and has grown to become the largest independently owned hardware store in the United States. Lehman's, our other primary retail brand, has been serving customers since 1955.


Although our customers span the country, we remain a local, homegrown company that values a welcoming, family-oriented atmosphere and a strong team environment. Learn more about us and the products we offer at and

Primary Responsibilities

Daily Team Support

• Serve as the first point of contact for routine team questions, policy clarification, and day-to-day operational support.

• Monitor and coordinate workload across phone, email, chat, marketplaces, and other Ecommerce channels. Step into customer-facing work during high-volume periods, service disruptions, or staffing gaps.

• Monitor daily attendance and schedule adherence and communicate recurring concerns to the Manager.

Customer Escalations

• Handle first-level requests for management assistance and routine customer escalations.

• Review exceptions involving refunds, replacements, shipping issues, discounts, and established policy guidelines.

• Identify recurring customer concerns and recommend practical solutions or process improvements.

Coaching, Training, and Quality

• Provide timely, real-time coaching and feedback to reinforce service expectations and consistent practices.

• Assist with onboarding and training new team members.

• Identify individual and team training needs and share observations with the Manager.

• Help maintain current process documents, training materials, and AI-supported knowledge resources.

• Hold team members accountable to performance and service standards, addressing gaps directly and having candid, constructive conversations if expectations aren't being met.

Workflow and Cross-Department Coordination

• Monitor queues, backlogs, response times, and unresolved cases, and help prioritize work during peak periods.

• Coordinate routine issue resolution with fulfillment, merchandising, marketing, IT, stores, and other departments.

• Identify workflow gaps and recommend practical improvements that support service quality and operational efficiency.

Communication, Culture, and Reporting

• Ensure updates are shared promptly and consistently across both campuses.

• Maintain regular visibility and connection with team members at both locations, encouraging collaboration and knowledge sharing.

• Bring employee concerns, operational barriers, and morale issues to the Manager's attention.

• Provide concise updates on team performance, recurring issues, and emerging trends.

• Document coaching and provide objective observations to support Manager-led performance reviews and check-ins.

Position Expectations

• Work a regular 40-hour-per-week schedule in an in-person capacity.

• Divide working time between both campuses and adjust campus presence based on coverage, coaching, training, and operational needs.

• Maintain a visible, approachable leadership presence while supporting both locations as one team.

• Exercise sound judgment within established authority and promptly involve the Manager in complex, sensitive, high-dollar, high-risk, or formal employee-relations matters.

• Other duties as assigned

Qualifications

Education: High school diploma or GED, Associates Degree in Business preferred

Experience: 2+ years prior customer service contact/call center supervisor experience

Travel: Weekly travel to other campus

Communication: Language: English - must be able to communicate fluently and understand the English language, utilizing any and all forms of communication (written, verbal, visual, etc.)

Physical Skills & Requirements

Physical skills which include but are not limited to:

• Motor Skills - the ability to use fine and gross motor skills to complete projects (example: to use a telephone and computer)

• Dexterity - skill of being able to use hands, feet, eyes, body in coordination with each other to complete a given project or task

• Safety - the ability to observe gauges, dials, or other indicators, whether analog or digital, to make sure appliance is working properly

Requirements:

The following physical requirements will be conditions in which CSRs may find themselves during a normal work day/week/month. These physical requirements can be considered continuous (90-100%), frequent (40-89%), occasional (11-39%) or rare (less than 1-10%), and can be any combination thereof during a work assignment/project.

Stationary Position: Ability to remain in a stationary position for extended periods of time in a controlled, indoor environment to answer telephones, work on computer, or work on other projects

Move, Transverse: Ability to move about inside and outside of the work area. Ability to maneuver and transverse over varying heights and mediums of walkways, paths, work areas, etc. safely

Ascend, Descend, Work Atop: Ability to ascend/descend stairs.

Position: Ability to position self and move about in confined spaces or work areas

Additional Skills

Additional skills include but are not limited to:

• Time Management - the ability to manage one's own time and prioritize projects

• Stress Tolerance - accepting criticism and dealing calmly and effectively with high stress situations

• Initiative - willingness to take on responsibilities and challenges

• Attention to Detail - thorough in completing work tasks

• Cooperation - being pleasant with others and displaying a good-natured, cooperative attitude

• Independence - self-guided, ability to work with little or no supervision and complete tasks/projects; closely related to Initiative and Work Ethic

• Adaptability/Flexibility - being open to change (positive or negative) and to considerable variety

• Mental Skills - include but are not limited to:

o Critical Thinking - the act of using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

o Computation - the act, process or method of using/performing calculations

o Analytical - the ability to process information in a logical way

o Communicative - the ability to interact with and relay pertinent information to a variety of individuals in a variety of ways (written, verbal, visual, etc.)

• Technical/Electronic Skills - which include but are not limited to:

o The ability to learn and correctly operate a personal computer for business purposes

o The ability to learn and correctly operate a credit card reader

o The ability to learn and correctly operate a computer to enter customer information, email, business correspondence

o Read, respond and relay to team member news, policies, updates, etc.

o The ability to learn and correctly operate various computer software programs directly pertaining to the ability to perform ones job appropriately. Software includes: Microsoft AX, Word, Excel, Outlook, Google Docs, Call Center Software

Scheduling

Must be willing and able to work assigned shift/schedule/provisory period as defined by supervision based on staffing needs

• Must be able to provide reliable transportation for self to and from assigned worksite(s)

• Must be willing and able to maintain proper attendance and punctuality standards

• Must be reliable, responsible, and able to fulfill all employment obligations