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Lead Customer Service Associate

Retail Store Customer Service
Neiman Marcus
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For over a century, Neiman Marcus Group has served the unique needs of our discerning customers by staying true to the principles of our founders:  to be the premier omni-channel retailer of luxury and fashion merchandise dedicated to providing superior service and a distinctive shopping experience in our stores and on our websites. Neiman Marcus Group is comprised of the Specialty Retail Stores division, which includes Neiman Marcus and Bergdorf Goodman, and our international brand,  Our portfolio of brands offers the finest luxury and fashion apparel, accessories, jewelry, beauty, and home décor. The Company operates more than 40 Neiman Marcus full-line stores in the most affluent markets across the United States, including U.S. gateway cities that draw an international clientele.  In addition, we operate 2 Bergdorf Goodman stores in landmark locations on Fifth Avenue in New York City. We also operate more than 40 Last Call by Neiman Marcus off-price stores that cater to a value oriented, yet fashion minded customer.  Our upscale eCommerce and direct-to-consumer division includes,,, and  Every day each of our 15,000 NMG associates works towards the goal of enabling our customer to shop any of our brands "anytime, anywhere, and on any device." Whether the merchandise we sell, the customer service we offer, or our investments in technology, everything we do is to enhance the customer experience across all channels and brands. 

Key Accountabilities:
  • Partner with Operations Manager to ensure proper expectations and processes are being communicated and followed
  • Provide procedural instruction to all staff members regarding Cash Office functions, POS capabilities, InCircle programs, etc
  • Develop the monthly schedule to maintain proper department coverage
  • Oversee all daily tasks for the Customer Service / Cash Office
    • Process Payments, Refunds, Advanced Deposits
    • Answer all  customer inbound calls within 3 rings (PBX)
    • Store to Store and Buy Online Pickup in Store
      • Audit compliance (10 Days)
    • NMD Returns
    • Administer Lost & Found
    • Cash Deposit
    • Sales Audit
      • Track selling floor Associate cash voids, back office  voids, tax exempt  transactions
      • Process media to send to Corporate
      • Unidentified Returns
    • Coordinate Gift Wrap (if applicable)
    • Administer Fur Storage (if applicable)
  • Partner with Sales Managers, Assistant Sales Managers, and Sales Associates to ensure that customer issues, including customer credit account maintenance, are handled in a timely manner
    • Bill Adjustment (Parley)
  • Support the Public Relations Manager in the communication and education of the InCircle program and other topics related to the Neiman Marcus Credit Card  
    • InCircle
    • Store Credit Promotions and Equal Payment Plans
    • New Accounts
  • Customer Focus
  • Functional/Technical Skills
  • Personal Learning
  • Technical Learning
  • Conflict Management
  • Must have great customer service skills, experience in handling money, positive attitude, and must like detailed work.
  • To perform this job successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed above are representative of the knowledge, skills and/or ability required

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Los Angeles and San Francisco Applicants: Neiman Marcus will consider for employment qualified applicants with criminal history as required by applicable law.
If you have a disability under the Americans with Disabilities Act or similar law, and you need assistance in accessing our Career Center or wish to discuss potential accommodations related to applying for employment at our Company, please contact
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