Customer Service Manager

Overview

The Customer Service Manager oversees the daily front end operations of the store and ensures customer satisfaction by providing skill development and on-the-job training for all customer service associates. This person supports established company policies and standards to ensure that programs, procedures and policies are followed. This individual provides the highest level of quality service by creating a pleasant and friendly atmosphere while treating each and every customer and associate like one of the family!

Minimum Qualifications

1. Must be passionate about people and committed to customer service excellence!
2. Possess successful experience in front end operations or relevant management experience.
3. Display initiative, work with limited supervision, make decisions, provide direction and use sound judgment to act upon opportunities to solve problems.
4. Demonstrate ability to work with people of various backgrounds, personality traits and levels of authority to accomplish company goals.
5. Must be detail oriented, organized, confident, and demonstrate excellent communication skills.
6. Must be ServSafe certified.
7. Must meet federal, state, and local age regulations in regards to the sale of alcohol and tobacco.
8. Must be able to read, write, speak, and understand English.
9. Ability to work a schedule based on the business needs of the store location.
10. Ability to use computer programs and applications pertinent to front end operations.
11. Must be authorized to work within the U.S.

Responsibilities

The list of essential functions is not exhaustive and may be supplemented as necessary by the company.

1. Promote the company image as a service-oriented operation where every associate will greet, assist, render efficient service and thank customers in a prompt, courteous, friendly, and business-like manner. Resolve customer complaints to the full satisfaction of the customer.
2. Provide an open door atmosphere conducive to high associate morale and excellent customer service. Achieve the highest associate morale in the industry by managing in a style that is Respectful, Supportive and Totally Team Oriented (RSTO).
3. Commit to the "Golden Rule" and work with associates to build a strong customer service team.
4. Provide support and direction to all customer service associates to ensure a well-disciplined, smooth operating front end (i.e., supply change when needed, handle problems referred by cashiers and service clerks, etc.).
5. Ensure all new customer service associates successfully complete onboarding/e-learnings and receive proper training of department goals and expectations.
6. Promote high associate morale by treating all associates in a fair and consistent manner.
7. Plan work schedules to ensure proper service standards while consistently achieving budgeted payroll and adhering to all wage and hour policies and regulations.
8. Oversee and ensure prompt, efficient and accurate check out of customers.

9. Ensure compliance with company policies and procedures, and all state and federal laws applicable to our industry
10. Work actively with the Cash Office Manager and store management team to minimize expenses and control shrink (such as cash handling, pick-ups and loans, cashier over/short, security, shoplifting, sweet-hearting, product handling, and returns).
11. Communicate needs, problems and provide support to the store management team. Cooperate with store manager and department specialists to optimize the performance of the department. Communicate any price discrepancies to the appropriate department manager.
12. Recognize outstanding associate performance while also working with customer service associates to coach and improve areas of performance that need attention; identify problems and make recommendations to the management team as appropriate.
13. Ensure company standards of cleanliness, safety, proper food handling practices, sanitation, and productivity are achieved.
14. Complete understanding of the Point-Of-Sale with the ability to troubleshoot technical issues.
15. Other duties as assigned by management.

Secondary Job Functions:
1. Guarantee accurate and efficient handling of sales and service functions at the courtesy booth including but not limited to cash handling, customer complaints and requests, refunds, answering phones, sales of gift cards, cigarettes, and stamps.
2. Control and maintain all cash handling procedures, including all media, to prevent losses such as bank deposits (preparing and verifying), change orders (order and verify), pick-ups and loans at the registers, balancing (register and office), and returned checks (redeposit, follow-up on collection).

Physical Demands: (per work day)

The physical demands and safety risk factors of the job listed below may occur during each work shift and are listed according to their frequency.


Physical Demands

Frequency

0% (N) Never

Carrying and lifting up to 50 lbs., pushing and pulling up to 250 lbs, kneeling, crouching, crawling, sitting, and reaching at waist or overhead.

1-33% (O) Occasionally

Bending, balancing, stooping, fingering, feeling, and smelling.


34-66% (F) Frequently

Standing and walking on a tile or concrete floor, handling, talking, seeing, and hearing.


67-100% (C) Continuously

Safety Risk Factors

Frequency

Loud noise, slippery floor surface, hazardous equipment (mechanical moving parts), contact with sharp objects, contact with skin irritant, toxic exposure (see material safety data sheet), nuisance dust fumes, sprays, and hazardous cleaning solutions.


1-33% (O) Occasionally

Twisting of back and neck and cluttered floor surface.


34-66% (F) Frequently

Machines, tools, and equipment utilized:

Alarm systems, scanner, scales, adding machine, cash register, shopping cart, POS system, phones/paging system, store computer system, bagging supplies, approved cleaning suppliesU-Boat, safety cutters.

Repetitive Action:

Continuous movement of the entire body.


Working Conditions: Working environment is inside and may be outside in cold or hot temperatures that may be wet or humid.

Hiring Range: In accordance with MA Pay Transparency requirements, the following represents a good faith estimate of the hiring range for this position. At Roche Bros., we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to education, experience, qualifications, and internal equity. The hiring range for this position is $24.30 - $31.60 per hour.