Retail Customer Service Manager

The Realreal New York , NY 10007

Posted 5 months ago

The RealReal is leading the way in authenticated luxury consignment, online and in real life at our brick and mortar locations. Founded in 2011, we're growing fast and fundamentally changing the way people buy and sell luxury a multi-billion dollar industry. With a team of in-house experts who inspect every item we sell, our commitment to authenticity sets us apart and creates a foundation of trust with shoppers and consignors. Our mission to extend the lifecycle of luxury items is leading innovation in sustainable fashion. We're proud to promote the circular economy and to be the first luxury member of the Ellen MacArthur Foundation's prestigious CE100 USA.

Employees at The RealReal are dedicated, collaborative and innovative, and we're looking for exceptional talent to join our team. Build your career with us and enjoy 401K matching, health, dental and vision insurance, commuter flex spending, healthcare flex spending, generous PTO, a mother's room, flexible work hours and Friday bagels!

Thr Customer Service Manager will ensure customer satisfaction by taking a pro-active approach servicing internal and external clients. This includes assisting in conducting cycle counts; and identifying, researching and solving product count inaccuracies to preserve data integrity. The employee must be able to multi-task in a fast-paced environment and maintain the expected work pace.

This position is based in our SoHo store in New York, NY and will report to the Head Shopkeeper.


  • Responsible for daily store operational procedures, including: opening and closing duties, banks deposits, completing paperwork and meeting deadlines

  • Knowledgeable in all merchandise categories and able to make appropriate suggestions to customers

  • Maintain company brand standards by ensuring a neat clean and organized sales floor, cash wrap and backroom

  • Enforces all company policies and procedures in the absence of Store Manager

  • Supports efforts to reduce in-store shrink activity through education and awareness

  • Analyze inventory imbalances that could not be resolved by merchandising team.

  • Perform cycle counts by reviewing documentation and verifying against perpetual stock in inventory

  • Identify and research new procedures and protocols for process improvement; present these to retail management

  • Coordinate, oversee and manage the Reconciliation process post Physical Inventory

  • Responsible for exception management.


  • 5+ years related management experience in retail customer service.

  • Able to work evenings, weekends and holidays as needed.

  • The ability to deliver results against goals, build effective and motivated teams, foster teamwork, and demonstrate sound business judgment

  • Restaurant and/or Hospitality experience a plus

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Retail Customer Service Manager

The Realreal