Customer Support Manager- Ashley Outlet Hopkinsville, KY

Position Summary

The Customer Support Manager is responsible for leading the office and customer support function while serving as the operational link between the sales floor and administrative execution. This role ensures that every customer transaction is completed accurately, efficiently, and professionally from checkout through delivery and post-sale follow-up.

The Customer Support Manager oversees office performance, customer issue resolution, financing timelines, and store standards while supporting the sales team in delivering a seamless customer experience.

Core Responsibilities

1. Store Operations & Leadership

• Open and close the store by completing all required operational checklists.
• Serve as Manager on Duty (MOD) when scheduled, ensuring smooth store function.
• Maintain store cleanliness, organization, and customer-ready presentation at all times.
• Update and manage the performance board to reflect current store goals and results.
• Ensure CXM activities, store initiatives, and operational programs are consistently followed.

2. Checkout & Sales-to-Office Execution Support (Key Restructured Focus)

• Assist in maintaining a smooth and accurate checkout process between the sales team and office staff.
• Ensure proper hand-off of customer orders, financing documents, delivery details, and payment information.
• Support sales associates in resolving checkout questions or process gaps in real time.
• Confirm all transactions are completed according to company standards before finalization.
• Act as the point of accountability for breakdowns between sales and office execution.

3. Team Leadership & Accountability

• Lead and develop the office support team through ongoing training, coaching, and performance management.
• Hold both office and sales staff accountable to company policies, procedures, and Code of Conduct.
• Ensure all daily office checklists and operational responsibilities are completed consistently.
• Conduct quarterly performance reviews with office staff and support improvement plans when needed.
• Promote a culture of professionalism, teamwork, and urgency.

4. Customer Experience & Service Resolution

• Manage incoming office calls and route or resolve appropriately.
• De-escalate and resolve dissatisfied or escalated customer situations professionally.
• Oversee customer service follow-through after purchase, ensuring issues are addressed promptly.
• Ensure post-sale follow-up is being completed consistently by the appropriate team members.
• Encourage positive customer reviews and reinforce service standards.

5. Financing, Reporting & Financial Accountability

• Ensure financing is processed within five (5) days of merchandise receipt.
• Submit payroll and commission reports accurately and on schedule.
• Monitor financial accuracy in daily processes, including end-of-day balancing and discrepancy resolution.
• Maintain proper documentation for customer accounts and financing records.

6. Inventory, Orders & Product Support

• Oversee bedding and accessory inventory tracking and accuracy.
• Ensure staff regularly checks purchase orders (POs) and reports delays immediately.
• Communicate order delays proactively to management, sales staff, and customers as needed.
• Support resolution of inventory discrepancies impacting customer satisfaction.

7. Office Administration & Standards

• Maintain a fully functioning, organized, and professional office environment.
• Order office supplies and operational materials through approved channels.
• Ensure compliance with internal procedures, documentation standards, and timekeeping expectations.
• Model punctuality, preparedness, and leadership mindset daily.

Professional Expectations

• Be dependable, punctual, and consistent in leadership presence.
• Lead by example in attitude, accountability, and professionalism.
• Maintain alignment and unity between office and sales operations.
• Accept additional responsibilities as assigned by store leadership.