Customer Service Manager

About the role

As a leader in the retail grocery industry, we are committed to feeding all the important moments in our customers' lives. We are seeking a highly motivated and results-oriented Customer Service Manager to play a crucial role in driving positive community impact, operational excellence, and financial success at our Springfield, MA location.

Responsibilities

• Oversee the daily operations of the Customer Service departments including Front End, Online Pick-up, and Cash Office.
• Ensure departments meet or exceed sales and profit targets.
• Maintain high standards of sanitation and safety, ensuring compliance with all regulations.
• Lead the recruitment, hiring, and new hire orientation, while maintaining a high level of talent within the department.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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.
• 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.
• High level of customer service skills, with a 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.

Benefits

• Culture committed to celebrating diverse backgrounds and experiences.
• Comprehensive benefits.
• Opportunities for professional development and career growth.
• Associate discounts.
• Team of associates dedicated to serving our local customers and supporting our communities.

Pay

The salary range for this position is $64,800-$97,200.