Customer Service Manager

Job Description

Job Description

Description:

About Caledonia Food Co-op

Caledonia Food Co-op is a member-owned grocery store that draws together the diverse communities of Caledonia County and surrounding areas in an inclusive space supporting food justice, local resilience, environmental stewardship, area food producers and a vibrant downtown St. Johnsbury.

Essential Job Duties

• Supervise, schedule, and manage timecards for the Checkout staff.
• Financial accountability, cash office closing procedures, bank deposits, etc.
• Facilitate company growth through improved customer service and engagement.
• Communication with staff members should be clear, direct, and respectful in a style appropriate to a “cooperative” work environment.
• Recruit, mentor and develop customer service staff members and nurture an environment where they can excel through encouragement and empowerment.
• Develop service procedures, new-hire trainings, policies and standards as needed.
• Promote team building and motivate staff to accomplish assigned goals.
• Take corrective counseling measures and/or disciplinary action as needed for staff, according to our Employee Handbook.
• Acts as MOD when needed and is responsible for overall store operations.
• “Lead by example” following Co-op policies and procedures. Be an example to all store personnel by being well versed in store policies and procedures.
• Ensure employee evaluations are thorough and completed on time.
• Oversee eShop/Curbside operations if active
• Works closely with the Marketing staff to ensure Marketing and Outreach programs run smoothly for operations.

Additional Duties

• Act as a company representative when dealing with vendors and local businesses, etc.
• Assist in special projects/duties as assigned by Store Manager and/or General Manager.

Essential Skills

• Experience in retail food store environment (preferably in natural foods industry) with knowledge in operations.
• Management experience: hiring, training, terminating, and evaluating personnel.
• Good customer service skills for both internal and external customers
• Strong attention to detail and good organizational skills
• Good time management skills
• Ability to handle multiple demands, work under time pressures, and meet deadlines
• Willingness to be open, to learn, and to take on new responsibilities/challenges
• Demonstrate objectivity, neutrality, and calmness under pressure
• Ability to take direction and work independently
• Good computer skills and familiarity with Microsoft applications, email, etc.

Essential Mental & Physical Requirements

• Works independently with limited guidance
• Performs a variety of tasks independently as dictated by organizational demands
• Relates information to diverse individuals both orally and in writing
• Must have good analytical ability and be proficient in math
• Standing, bending, walking, reaching and sitting
• Ability to climb up and down ladders and stairs
• Ability to lift up to 50 lbs.

Experience and Educational Requirements

• A minimum of three years’ experience in a Customer Service Manager role or an Associate degree and 1 year of applicable experience.

Other Qualifications

• Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA & other federal, state & local standards - including meeting qualitative and/or quantitative productivity standards
• Ability to maintain reasonably regular, punctual attendance consistent with the ADA, FMLA & other federal, state and local standards
• Compliance with all personnel policies