Customer Service Lead

Customer Service Lead

Sendik's Food Markets: Join a Century of Excellence. Sendik's Food Markets is far more than a grocery storewe are a family-owned company built on a century-long tradition of providing "only the best." With our 2026 Centennial Anniversary marking a century of excellence, we seek passionate individuals eager to join a team defined by exceptional quality, genuine service, and community pride. We currently operate 17 store locations across Southeastern Wisconsin. At Sendik's we blend the warmth of a local grocer with the energy and nimbleness of a fast-paced, innovative retail environment. We empower our associates to become experts, fostering a culture where every single person contributes to our signature, award-winning customer experience. If you are looking for a career where your passion for service and hard work lead to genuine growth and make a tangible impact right in your community, you belong at Sendik's.

The Customer Service Lead will be responsible for modeling and promoting Sendik's culture by consistently providing "best in class" service to our guests. The main responsibility of the Customer Service Lead is to oversee office tasks, associates, customer satisfaction and standards for Customer Service, in the absence of a Customer Service Manager. As a part of the Sendik's leadership team, the Customer Service Lead must demonstrate accountability, strong team management skills and hands-on involvement, both on the floor and with the team.

Our Values:

Service: We will treat every customer like a beloved family member or friend and find a way to say "yes" to our customers. It's important that we engage with every customer that enters our store, and follow the 10/4 rule. At the end of any interaction with a customer, we will offer a sincere "Thank you for your business!"

Passion: We have a passion for excellence and to be the best at what we do. We will seek product knowledge and commit to quality by believing in the Sendik's brand.

Nimbleness: Provide great solutions for our customers by exploring all possibilities and welcoming change. We will be quick to respond to our customers and use "Red Truck Service" when additional assistance is needed.

Work Experience

Duties/Responsibilities:

• Customer Service Leadership: Serve as a Lead Customer Service Representative and Shift Supervisor, modeling store culture to deliver best-in-class guest experiences. Direct, greet, engage, and delight every shopper while resolving customer complaints quickly and effectively.
• Team Management & Training: Oversee, manage, train, and coach Customer Service Associates, Cashiers, and Front-End Staff. Lead shift operations through 1:1 performance feedback, associate development, task delegation, and schedule management for daily break/meal coverage.
• Front-End & Register Operations: Act as Front-End Lead and Register Supervisor to assist with accurate cashier checkout, order scanning, lane audits, register balancing, drawer settlements, daily punch corrections, and opening/closing shift procedures.
• Cash Handling & Financial Administration: Manage safe balances, bank deposits, daily change orders, petty cash, lottery inventory audits, drawer reconciliations, and routine accounting logs.
• Inventory Control & Merchandising: Oversee front-end inventory management, including tobacco, candy, office supplies, promotional sales materials, and lottery ticket stock.
• Department Communication & Safety: Partner with the Customer Service Manager on associate relations, hiring needs, incident reports, and safety/sanitation compliance. Drive customer participation in loyalty initiatives, including the Red Bag Rewards program and monthly charity partnerships.

Qualifications:

• Lead Experience: Proven background as a Customer Service Lead, Front-End Supervisor, Shift Manager, Assistant Store Manager, or Keyholder in a high-volume retail or grocery environment.
• Retail Operations & Cash Handling: Advanced skills in cash handling, POS register auditing, safe reconciliation, and retail inventory management.
• Team Leadership & Coaching: Demonstrated ability to train, mentor, delegate to, and motivate a team while maintaining composure under pressure in a fast-paced retail store.
• Communication & Problem Solving: Exceptional interpersonal, verbal, written, conflict-resolution, and customer-engagement skills.
• Technical Skills: Proficiency with POS systems, computer software, Microsoft Office Suite, and Google Workspace applications.
• Work Schedule & Physical Requirements: Must be at least 18 years old (handling wine, liquor, and spirits). Flexible availability required for fluctuating retail shifts, including nights, weekends, and holidays. Ability to stand, walk, bend, reach, and lift up to 50 lbs.