Customer Service Manager

The Customer Service Manager reports to the Store Manager, the Front of Store Supervisor, OPD Field Staff, Bookkeeping Supervisors and HRBPs. This role encompasses responsibilities in three main areas: enhancing the store customer experience, fostering associate engagement, and managing front of store operations. The primary duty of the Customer Service Manager is to ensure that all front-of-store departments operate smoothly, providing a comfortable, safe, and welcoming atmosphere for all customers. The Customer Service Manager (CSM) upholds the established standards for the front of the store and ensures excellent customer service through effective training and communication with all associates, both new and existing. Key Responsibilities of this Role: ● Department Responsibilities Oversee Cashiers, Podium, Self-Check-Out, Customer Service Attendants & Clerks, Carts (where applicable), Bookkeeping/Cash Handling, Scanning, OPD (Order, Pickup Delivery) (where applicable), Home Delivery Systems & Platforms. ● Review weekly schedules to ensure that the store is scheduled to provide adequate service to customers at all business hours. Ensure that all departments listed above remain compliant to the weekly and quarterly payroll budget. ● Drive customer experience processes and address any feedback that the store receives from guests. Implement training and programs to maintain and improve customer experience. Track and ensure 100% compliance for all associate paperwork and learning. ● Lead all associate programs, including but not limited to; training, communication, recognition, DE&I. Address all associate concerns & issues. ● Support the consistent execution of Village Super Markets progressive discipline policy and processes across all departments and associates. ● Complete work and ensure work is completed by the FOS departments in CORE with integrity and high compliance. ● Review key reports including, but not limited to: SMG, Daily Department Key, Lanehawk (where applicable), Bookkeeping Log and Budget Reports. Manage attendance manager, review and print progressive discipline. ● Train and implement all technology platforms, supporting hardware and software, including the ability to troubleshoot all front end, OPD and courtesy equipment. ● Oversee associate training program and ensure that new associates complete successful onboarding process. Participate in centralized hiring, orientation and training for all locations. ● Safety is Village Super Market’s number 1 priority. The Customer Service Manager is to ensure that conditions in all of their departments and the store are safe and clean. ● Determine what workforce is needed in each department through communicating with Store Manager, Assistant Store Managers, and Department Managers. Review applications on Application Sources Workforce and schedule interviews for employment if necessary. ● Organize and lead all donation efforts for Village Community Programs. ● Send Village Authorization requests to retail services for authorization of applications for store associates. ● Order uniforms for associates as needed and document uniform distribution. ● Ensure all legal, promotional and special signage and merchandise are displayed and maintained to standard. Required knowledge and Skills: The Customer Service Manager should have a general knowledge of the following applications, which are used daily: ●Point of Sale ●Futureproof Mobile Check-Out (Fairway) ●Help Desk Self Service & Incidents ●Delivery Solutions (OPD Stores) ●In-Store Security Camera Software ●Everseen Dashboard (where applicable) ●RXO Home Delivery (where applicable) ●Mobile Scan (where applicable) Experience and Skills Required: ● Proficiency in Microsoft Office (PowerPoint, Word, Excel) ● Knowledge of operating standard office equipment and systems ● Self-motivation and the ability to work independently and with a team ● Comfort and confidence around others, including the ability to communicate and provide feedback, analysis, and recommendations ● Ability to use good judgment, problem solving, and reasoning skills ● Proficient command of English ● Proficient in handling data including number skills, basic math, and interpreting and analyzing data ● Ability to interact with associates in a friendly and helpful way ● Ability to handle confidential information ● Ability to handle multiple priorities and manage time effectively ● Outstanding organizational and planning abilities ● Demonstrate behaviors consistent with being a ShopRite/Fairway brand ambassador, including acting in alignment with our brand, purpose, and values Core Competencies: ● Customer Focus: Gains insight into customer needs; Identifies opportunities that benefit the customer; Builds and delivers solutions that meet customer expectations; Establishes and maintains effective customer relationships. ● Drives Engagement: Structures the work so it aligns with people’s goals; Empowers others; Makes each person feel his/her contributions are important; Invites input and shares ownership and visibility; Shows a clear connection between people’s motivators and the organizational goals. ● Communicates Effectively: Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels; Attentively listens to others; Adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization. Encourages the open expression of diverse ideas and opinions. ● Ensures Accountability : Follows through on commitments and makes sure others do the same; Acts with a clear sense of ownership; Takes personal responsibility for decisions, actions and failures; Establishes clear responsibilities and processes for monitoring work and measuring results; Designs feedback loops into work. ● Collaborates : Works cooperatively with others across the organization to achieve shared objectives; Represents own interests while being fair to others and their areas; Partners with others to get work done; Credits others for their contributions and accomplishments; Gains trust and support of others ● Manages Conflict: Steps up to conflicts, seeing them as opportunities; Works out tough agreements and settles disputes equitably; Facilitates breakthroughs by integrating diverse views and finding common ground or acceptable alternatives; Settles differences in productive ways with minimum noise. ● Drives Results: Has a strong bottom-line orientation; Persists in accomplishing objectives despite obstacles and setbacks; Has a track record of exceeding goals successfully; Pushes self and helps others achieve results. ● Develops Talent: Places high priority on developing others; Develops others through coaching, feedback, exposure, and stretch assignments; Aligns employee career development goals with organizational objectives; Encourages people to accept developmental moves. ● Interpersonal Savvy: Relates comfortably with people across levels, functions, culture, and geography, Acts with diplomacy and tact; Builds rapport in an open, friendly, and accepting way; Builds constructive relationships with people both similar and different to self; Picks up on interpersonal and group dynamics ● Builds Effective Teams : Forms teams with appropriate and diverse mix of styles, perspectives, and experience; Establishes common objectives and a shared mindset; Creates a feeling of belonging and strong team morale; Shares wins and rewards team efforts; Fosters open dialogue and collaboration among the team ● Directs Work : Provides clear directions and accountabilities; Delegates and distributes assignments and decisions appropriately; Monitors progress by maintaining dialogue on work and results; Provides appropriate guidance and direction based on people’s capabilities; Intervenes as needed to remove obstacles. ● Financial Acumen: Understands the meaning and implications of key financial indicators; Uses financial analysis to generate, evaluate, and act on strategic options and opportunities; Integrates quantitative and qualitative information to draw accurate conclusions. ● Instills Trust: Follows through on commitments; Is seen as direct and truthful; Keeps confidences; Practices what he/she preaches; Shows consistency between words and actions ● Self-Development: Shows personal commitment and takes action to continuously improve; Accepts assignments that broaden capabilities; Learns from new experiences, from others, and from structured learning; Makes the most of available development resources Additional Qualifications ●Job requires the ability to work in an office environment, and may be required to lift up to 30 pounds. ●Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc. ●Consistent timeliness and regular attendance. ● Vision requirements: Ability to see information in print and/or electronically. ● Ability to tolerate refrigerated temperatures. We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Village Super Markets, Inc. is an equal opportunity employer and welcomes everyone to our team. #J-18808-Ljbffr