Customer Service Manager

Stop & Shop · Glastonbury, CT · 3 wk ago

Customer ServiceFull-time

Department Management

Oversee the daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash Office

Maintain high standards of sanitation and safety, ensuring compliance with all regulations

Accountable for leading the recruitment, hiring and new hire orientation, while maintaining a high level of talent within the department

People Development and Diversity

Direct, oversee, and evaluate the training completion of all Customer Service department team members

Monitor and evaluate associate performance and ensure associates have development plans to support professional growth

Foster a culture of diversity and inclusion within the team

Engage and retain associates by fostering a positive work environment

Labor Relations

Manage labor relations to ensure compliance with company policies and labor laws

Address and resolve employee issues and grievances in a timely and effective manner

Customer Service Excellence

Cultivate a culture of excellence in customer service, providing best-in-class service

Ensure customers experience a well-stocked store with the freshest product offerings

Support team members in their training to consistently deliver exceptional customer service

Operational Efficiency

Monitor and analyze key performance metrics related to customer service and sales

Identify opportunities for process optimization and implement solutions to enhance operational performance

Manage departmental budgets, expenses, and financial targets to achieve profitability goals

Compliance and Safety

Ensure all departments comply with company policies and regulatory requirements

Conduct regular safety audits and training sessions

Maintain a clean and safe working environment for all associates

Community Engagement

Actively engage with the local community to understand their needs

Develop and maintain positive relationships with community organizations, schools, and other stakeholders

Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact

Qualifications

1-3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments including Front End, Online Pick-up and Cash Office
Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience

Skills

Highly motivated, results-oriented, and a self-starter with a proven track record of success
Strong ability to influence and communicate effectively across different functions
Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously
Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals
Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders
Genuine passion for exceeding customer expectations
Creative and strategic thinking abilities to drive innovation and continuous improvement
Effective organizational and time management skills to ensure efficient operations
Ability to work flexible hours, including weekends and holidays

Pay

N/A

Schedule

N/A

Benefits

Comprehensive benefits

Opportunities for professional development and career growth

Associate discounts

Team of associates dedicated to serving our local customers and supporting our communities