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Roche Bros. Supermarkets · 6 hours ago

Customer Service Manager

Weston, MA

Full-time

Onsite

Mid Level

$24.30/hr - $31.60/hr

Roche Bros. Supermarkets is a retail grocery chain, and they are seeking a Customer Service Manager to oversee the daily front end operations of the store. The role involves ensuring customer satisfaction through effective management of customer service associates and maintaining high service standards.

CateringFood and BeverageRecipes

Responsibilities

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

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)

Commit to the “Golden Rule” and work with associates to build a strong customer service team

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.)

Ensure all new customer service associates successfully complete onboarding/e-learnings and receive proper training of department goals and expectations

Promote high associate morale by treating all associates in a fair and consistent manner

Plan work schedules to ensure proper service standards while consistently achieving budgeted payroll and adhering to all wage and hour policies and regulations

Oversee and ensure prompt, efficient and accurate check out of customers

Ensure compliance with company policies and procedures, and all state and federal laws applicable to our industry

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)

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

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

Ensure company standards of cleanliness, safety, proper food handling practices, sanitation, and productivity are achieved

Complete understanding of the Point-Of-Sale with the ability to troubleshoot technical issues

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

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)

Qualification

Customer service excellenceFront end operationsServSafe certificationCommunicationProblem-solvingOrganizedTechnical troubleshootingCash handlingTrainingDevelopmentDetail orientedTeam orientedDecision makingConflict resolutionAdaptability

Required

Must be passionate about people and committed to customer service excellence!

Possess successful experience in front end operations or relevant management experience

Display initiative, work with limited supervision, make decisions, provide direction and use sound judgment to act upon opportunities to solve problems

Demonstrate ability to work with people of various backgrounds, personality traits and levels of authority to accomplish company goals

Must be detail oriented, organized, confident, and demonstrate excellent communication skills

Must be ServSafe certified

Must meet federal, state, and local age regulations in regards to the sale of alcohol and tobacco

Must be able to read, write, speak, and understand English

Ability to work a schedule based on the business needs of the store location

Ability to use computer programs and applications pertinent to front end operations

Must be authorized to work within the U.S