Customer Experience Assistant Manager

 Job Summary

The Customer Experience Assistant Manager is responsible for overseeing the Customer Service department, including managing a team of Customer Service Managers, Cashiers and Courtesy Clerks.  This role ensures the smooth operation of the customer service function across multiple platforms, delivering exceptional service to customers while fostering a high-performing team. The Assistant Manager will be tasked with strategic planning, team development, performance monitoring, and ensuring that each team meets its goals in line with the Mackenthun’s brand and customer experience standards.

• Leadership & Team Management:
  • Oversee the Customer Service department, including Customer Service Managers, Cashiers and Courtesy Clerks.
  • Supervise, mentor, and guide the Customer Service team and logistics teams, fostering a positive, high-performance culture.
  • Assist in the recruitment and training of new employees across all areas of responsibility, ensuring each team is aligned with Mackenthun’s values.
  • Manage team performance by conducting evaluations, setting goals, providing coaching, and addressing performance issues as needed.
  • Ensure that all team members are provided with the tools, training, and resources they need to succeed in their roles.
• Strategic Operations & Customer Experience
  • Assist with the development and implementation strategies to enhance customer experience across all teams and platforms (storefront, food truck, home delivery, and fundraising).
  • Address and resolve customer complaints, escalations, and concerns across all areas of the business, ensuring a positive customer experience at every touchpoint.
  • Ensuring that staff and customers receive accurate information and assistance.
• Policy Development & Implementation:
  • Assist in enforcing customer service policies that align with Mackenthun’s values, ensuring consistency across store, food truck, and home delivery operations.
• Cross-Departmental Collaboration:
  • Collaborate with the store leadership team, operations, and marketing to integrate customer service and logistics functions seamlessly.
  • Work with HR to ensure that all teams are compliant with labor regulations, including scheduling, safety training, and policy enforcement.

Supervisory Responsibilities

• Manage and supervise the Customer Service Managers, Cashiers, Courtesy Clerks
• Lead the recruitment, training, and development for all direct reports, ensuring the alignment of performance with company goals.
• Provide ongoing coaching, feedback, and performance evaluations for all team members.
• Assist fostering a collaborative work environment that promotes accountability, teamwork, and growth.

Financial Responsibilities

• Oversee cash handling, cash drawer management, and balance tills for all departments.
• Ensure financial performance targets are met by optimizing staffing levels and operational costs.

Other Duties

• Provide hands-on support in customer interactions, helping resolve issues across the store, food truck, and delivery services.
• Assist with special events including Bagging and Car Wash Fundraisers and marketing initiatives to promote the Mack Shack Food Truck and home delivery services.
• Ensure cleanliness, organization, and safety across all customer service platforms, including the food truck and delivery vehicles.

• Education: High school diploma or GED required; Hospitality, Management, or related field preferred.
• Experience: 1-2 years of customer service management experience preferred
• Skills:
  • Strong leadership and team-building skills, with the ability to work cooperatively cross-functionally.
  • Excellent communication, problem-solving, and decision-making abilities.
  • Ability to manage multiple operations and teams while maintaining attention to detail and service quality.
  • Strong understanding of food safety, delivery logistics, and customer service principles.

Physical Demands

• Ability to stand, walk, and move frequently throughout the day.
• Must be able to lift up to 25 lbs and handle physical tasks 
• Ability to work in various environmental conditions, including outdoor settings on occasion

Work Environment

• Ability to work across different work environments: adapting to varying customer needs and operational demands.