Customer Service Manager

CUSTOMER SERVICE MANAGER

Reports to: Store Director

FLSA Status: Non-Exempt

SUMMARY

As a Customer Service Manager, you are to oversee front-end operations and ensure excellent customer experiences. In this role, you will supervise cashiers, handle customer inquiries, resolve issues, and maintain a smooth and efficient checkout process. You will be responsible for training and supporting team members, enforcing store policies, and ensuring high service standards. If you have leadership experience, enjoy working in a fast-paced retail environment, and are passionate about customer satisfaction, we encourage you to apply!

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervise front-end operations
• Resolve customer issues
• Train and mentor staff
• Monitor cash handling procedures
• Improve customer experience
• Schedule and assign tasks
• Enforce store policies
• Support store operations
• Collaborate with leadership
• Manage lottery machine operations
• Perform all other duties as assigned

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Previous experience in customer service or retail management 
• Strong leadership and team management skills
• Excellent problem-solving and conflict-resolution abilities
• Strong communication and interpersonal skills
• Ability to multi-task in a fast-paced environment
• Experience with cash handling and POS systems
• Knowledge of store policies, procedures and customer service best practices 
• Willingness to collaborate with fellow employee-owners and management 

WORKING CONDITIONS

• Work is typically performed in the front-end of grocery store environment
• Must be available to work a flexible schedule including a variety of shifts, days, evenings, nights, and weekends including overtime, as needed

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must be able to stand for extended periods of time
• Must be able to sit for extended periods of time
• Frequently required to stand; walk; and stoop, kneel, crouch or crawl
• Must have visual and hearing acuity
• Consistently perform repetitive tasks
• Ability to use hands and fingers to reach, lift and carry 25 pounds on a regular basis
• Ability to speak to, hear, and understand others via phone and in person in English

Job Success Factors

Customer Service

• Create customer loyalty by delivering outstanding customer service, executing sales promotions, ensuring quality foods products are available to sell 

Honesty & Integrity

• Always maintain professional and ethical behaviors
• Create accurate records including Waste Logs
• Maintain confidentiality regarding private employee matters

Authenticity

• Express genuine care for the team, the customers, and the business

Maintain High Standards

• Always perform tasks to the highest standards

Positive attitude

• Take pride in executing job tasks and maintaining a clean, organized work area

Teamwork

• Maintain open communication with all co-workers
• Support team members and cooperate in providing excellent guest service

Accountability

• Listen openly to performance feedback and incorporate suggestions into work processes and attitude

Reliability

• Arrive punctual and ready to begin work assignments
• Deliver quality work product using resources and time allocated