Customer Service Mgr

About the Role

Creates an outstanding customer experience while directing and supervising all functions, duties, and activities of the front end. Ensures that all current customer service, cash control, labor control, expense and supply controls, asset protection, maintenance, physical safety, food safety, associate and customer engagement policies are being followed. This role will create a shopping and working environment that exemplifies the company’s commitment to and vision of service, quality, and neighborhood partnerships. This position will create a strong company bench by identifying and developing individuals’ skills and abilities for future advancement. This role is responsible for hiring and training execution in the store. This is a working manager position that requires a balance of physical labor, delegation, team building, leadership, planning, and administrative work.

Responsibilities

• Store Leadership (30%)
  • Leads and empowers teams to deliver a great shopping experience for customers in alignment with the company’s vision, goals, expectations, and policies while maintaining open communication channels for ideas, suggestions, and feedback.
  • Values diversity and supports an inclusive environment by embracing the backgrounds and experiences of the team.
  • Demonstrates and role models exceptional customer service exceeding customer expectations; ensures associates greet, assist, provide efficient service, and thank customers in a prompt, courteous, friendly, and business-like manner to promote the company image as a service-oriented operation.
  • Establishes and maintains professional working relationships with customers, associates, schools, vendors, suppliers, and regulatory agencies.
• Fiscal Leadership (30%)
  • Assists in managing the fiscal budget, in-stock, inventory, shrink, expenses including labor and supply management, and cash control with a high level of integrity, urgency, and responsibility within the best interests of the organization.
  • Maximizes sales and profits by ensuring effective display and sales techniques, efficient ordering, scheduling, and work planning.
  • Analyzes P&L for business opportunities. Determines areas for improvement and communicates findings and plans of action with the store manager.
• Department Leadership (15%)
  • Participates actively as a coordinated, motivated management team.
  • Trains and coaches team on all KPIs, customer service, product knowledge, suggestive selling, safety, and sanitation.
  • Uses initiative, ingenuity, creativity, and good judgment to act on opportunities and issues as they occur within the store location.
  • Ensures all policies, programs, and directives are communicated and executed in a positive and timely manner.
  • Ensures store’s operations are consistent with all aspects of federal, state, and company health, safety, and sanitation codes.
• Associate Leadership (15%)
  • Responsible and accountable for hiring and training execution in the store.
  • Ensures recruiting, interviewing, and hiring of the best-qualified applicants through proactive and consistent recruitment techniques, within company-established compensation guidelines.
  • Ensures new associates receive proper onboarding and complete new hire training as outlined by training best practices by following up with leaders and new hires.
  • Exercises ability to coach, hold associates accountable, and separate associates when necessary or effectively recommend the same.
  • Ensures adherence to all state and federal employment laws and company policies and procedures.
• Safety and Compliance (10%)
  • Adheres to all regulatory compliance requirements pertaining to food safety, United States Department of Agriculture (USDA) & Country of Origin Labeling (COOL), and Department of Agriculture (DOA).
  • Executes all product recalls and withdrawals in a timely manner while ensuring all items are secured and removed from customer access.
  • Cultivates a culture of safety within the store. Ensures self and all associates are working safely and have received necessary safety training.
  • Ensures Hazardous Assessments are posted for associate reference and that Personal Protective Equipment is available and utilized by all associates executing tasks within the department, as required.
  • Ensures equipment is in good repair; reports and assists with remediation (e.g., lock out/tag out of equipment) of safety hazards within the department.
• Performs other job-related duties as assigned.

Qualifications

• Education
  • Required: High School Diploma or Equivalent
  • Preferred: Bachelor’s Degree or 4 years of relevant experience in Business or a related field
• Language
  • Required: English
  • Preferred: English and Spanish
• Experience
  • Required: 3–6 years of supervisory experience
  • Preferred: 1–5 years of supervisory experience
• Knowledge, Skills & Abilities
  • Must be 21 years of age.
  • Authorization to work in the United States or the ability to obtain the same.
  • Successful completion of pre-employment drug testing and background check.
  • Proficient with computer applications used in effectively operating the department.
  • Strong customer service skills.
  • Exceptional interpersonal, motivational, and communication skills.
  • Possession of Food Safety Certification or the ability to obtain same within 180 days of placement.
  • High standard of integrity and reliability.

Physical Demands & Working Conditions

Physical Demands: While performing the essential functions of this position, the employee is regularly required to stand or walk on various types of flooring, utilize manual dexterity, talk, see, hear, smell, and perform repetitive movements with both hands and/or both feet. The employee is frequently required to reach at waist level or overhead, carry, push, or lift various loads up to the required weights listed. The employee is occasionally required to sit, balance, stoop, kneel, crouch, and climb up to 30 ft.

Working Conditions: While performing the essential functions of this position, the employee may be exposed to indoor, outdoor, cold, freezing, heated, and wet/humid working conditions.

Safety Risk Factors: The employee is frequently required to twist back and/or neck, walk on a slippery or cluttered floor surface, work with hazardous equipment, and be exposed to sharp objects. The employee is occasionally required to be exposed to loud noise, skin irritants, nuisance dust, fumes and sprays, hazardous cleaning solutions, and other toxins.

Equipment Used: Cleaning supplies and equipment, general office equipment, register, pricing gun, scales, scanner, various material handling equipment (e.g., racks, carts, pallet jacks, shopping carts), baler/compactor, barista equipment and mixers, floral equipment (including helium tank, cutting implements, heat shrink dryer), general hardware tools (e.g., ladder, pliers, wire cutters), general kitchen tools (e.g., utensils, thermometer), ice machine, shovel, powered cutting equipment (e.g., slicers, saws, grinders), produce equipment (e.g., watering machine, pineapple corer, various knives), various ovens, stoves, rotisserie, fryers, steamers, proofer, wrapping equipment, automatic meat wrapper, box cutter, lobster tanks.

Personal Protective Equipment: Goggles, gloves, cutting gloves, fryer gloves, oven gloves, back brace.

Weight Requirements: Pulling up to 250 lbs; lifting up to 70 lbs.

Schedule

Varied shifts, including morning, afternoon, evening, and closing shifts. Includes a minimum of one (1) closing shift each week.