Customer Service Manager

Category/Area of Expertise: Retail Operations

Job Requisition: 545186

Address: USA-MA-Norwood-1415 Providence Highway

Store Code: Quincy MA_Human Resources Brands (5148913)

Here at Stop & Shop, we've been serving our customers and neighborhoods for more than a century. A lot has changed in that time, but one thing hasn't: Stop & Shop is a place where everyone can thrive and feel like they're part of family.

Our more than 50,000 associates enjoy competitive salaries, comprehensive benefits and discounts to support professional and personal journeys and flexibility that fits their lives.

We invite you to pull up a seat and discover the ways you can make an impact. There's always room at our table!

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.

What we’ll ask of you:

• Department Management:
  • 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
  • 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

What you bring to the table:

• 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

What we bring to the table:

• 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

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

Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.