Customer Service Manager

Customer Service Manager

The Customer Service Manager 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 Manager is to oversee office tasks, associates, customer satisfaction and standards for Customer Service. In addition, the Customer Service Manager plays a critical role in ensuring goals and metrics are consistently met throughout the department. As a part of Sendik's leadership team, the Customer Service Manager 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.

Duties/Responsibilities

• Serve customers while modeling Sendik's culture and providing "best in class" customer service, which includes, greeting, engaging, delighting and thanking every guest for their business
• Provide consistent, timely and friendly customer service when answering questions, making suggestions and resolving complaints
• Encourage customers to participate in our monthly charity partnerships and Red Bag Rewards program
• Manage all areas of Customer Service, consistently leading by example and applying effective management techniques
• Assist with opening and closing duties including, but not limited to, unlocking registers, balancing safe, reviewing daily schedule, settling drawers, and completing cleaning lists
• Assist with completing lane audits by reviewing register balances to make sure all transactions are entered and accurate; investigate any discrepancies as they arise
• Assist with monetary needs including, but not limited to, placing daily change orders, bank deposits and petty cash
• Review lottery ticket stock to confirm accurate inventory count; investigate any discrepancies as they arise
• Assist with reviewing daily punches and making corrections as needed
• Manage office supply ordering and inventory
• Schedule break/meal times to ensure coverage throughout the day
• Assist with answering phones and transferring calls
• Oversee, manage and train associates; including, but not limited to coaching, performance improvement, recognition, 1:1 meetings and feedback
• Create and maintain schedule; including schedule changes and time-off requests
• Communicate with Store Director/Assistant Store Director in regards to department conditions, associate relations, department hiring needs, associate accidents and other concerns as needed
• Attend store-level management meetings
• Participate in additional training and leadership activities as directed
• Assist with store promotional sales events as needed
• Maintain a clean and safe work environment by adhering to safety/sanitation regulations and procedures
• Assist with all other Customer Service duties as needed

Qualifications:

• Must be a minimum of 18 years of age due to handling wine and spirits
• Prior experience in customer service, cash handling and leadership experience is required
• Ability to successfully lead, coach, train, develop and motivate a team
• Ability to provide clear direction and delegate responsibilities to a team after determining department needs
• Strong understanding of department financials and the ability to manage budgets to meet financial goals
• Ability to quickly adapt to changing conditions, priorities and circumstances
• Ability to maintain composure, meet deadlines and work effectively under pressure
• Ability to work effectively in a fast-paced environment
• Excellent communication, organizational and planning skills
• Ability to make independent decisions regarding department needs and priorities
• Strong verbal and written communication skills
• Strong sense of urgency, time management, prioritization and multitasking skills
• Strong computer skills, working knowledge in Microsoft Office product suite and Google Products
• Excellent attention to detail
• Excellent problem-solving and conflict resolution skills