Adams Customer Service Manager - Deep River

Adams Hometown Markets; Connecticut; On-site; USD 45,000 - 55,000; Full time

Job summary

Adams Hometown Markets in Connecticut is seeking a Customer Service Manager to lead our service team and ensure exceptional customer experiences. You will analyze feedback, develop policies, and coordinate with cross-functional teams to resolve issues and drive continuous improvement.

The role requires flexibility for evenings, weekends, and travel up to 25%. Expect a 45-hour work week with lifting requirements and a strong emphasis on safety and teamwork to deliver top-quality service.

Qualifications

• Two years’ retail or customer service experience preferred.
• Physical abilities to lift up to 80-85 lbs and work in temperature-controlled environments.
• Strong communication skills with peers and leaders on a daily basis.
• Demonstrated teamwork and ability to prioritize and meet deadlines.
• Commitment to safety policies and high product handling standards.

Responsibilities

• Manage day-to-day operations; develop and implement customer service policies and procedures.
• Conduct regular team meetings, evaluate performance and provide customer feedback.
• Develop and implement a customer strategy aligned with company values and goals.
• Monitor industry trends and best practices to improve customer service.
• Establish service standards and guidelines aligned with excellence in service.
• Analyze customer interactions to identify areas for improvement and implement actions.
• Streamline processes to boost efficiency while maintaining high-quality service.
• Resolve escalated customer issues promptly to ensure satisfaction and retention.
• Foster positive relationships with key customers and address concerns proactively.
• Collaborate with cross-functional teams to ensure a seamless customer experience at all touchpoints.
• Generate reports on team performance, feedback, and trends for senior management.

Skills

Team leadership

Customer service

Communication

Problem solving

Safety compliance

Scheduling

Job description

Position Overview:

As the Customer Service Manager, you will lead and oversee the customer service team, ensuring exceptional service delivery and customer satisfaction. You will be responsible for analyzing customer feedback to drive continuous improvement and enhance the overall customer experience.

RESPONSIBILITIES:

• Responsible for managing day to day operations; developing and implementing customer service policies and procedures
• Conduct regular team meetings, performance evaluations and provide customer feedback
• Develop and implement a customer strategy aligned with company values and goals
• Continuously monitoring industry trends and best practices to improve customer service
• Establish clear service standards and guidelines consistent with exceptional customer service
• Monitor and analyze customer interactions to identify areas of improvement and implement corrective actions
• Streamline processes to optimize efficiency and productivity while maintaining high quality service
• Resolve escalated customer issues and complaints in a timely manner to ensure customer satisfaction and retention
• Foster positive relationships with key customers, addressing their concerns in a proactive manner
• Collaborating with cross functional teams to ensure a seamless customer experience from all touch points
• Generate regular reports on team performance, customer feedback and trends – presenting findings to senior management.
• Schedule personnel to meet customer demands, while maintaining company budgets
• Adhere to all company safety standards
• Perform other duties as assigned by leadership

Environment:

• Ability to work in varying temperature-controlled environments.

Schedule:

• Flexibility to work various shifts, as needed including evenings, weekends and holidays.
• 45 hour work week
• 25% travel

Compensation:

• $50,000 plus depending on experience.

Experience:

• Preferred: Two (2) years’ retail or customer service experience

Skills:

• Physical abilities: May be required to lift up to 80-85lbs.; standing, bending, lifting and twisting for up to 90% of your shift; frequently lifting product from various heights including floor level to over your head; Ability to stand or walk at least 10 hours daily; working in various temperature controlled environments; walking on a variety of flooring such as concrete, tile, carpet etc
• Strong communication Skills: Ability to communicate clearly and effectively with peers and leaders on a daily basis
• Organizational Skills: Ability to fulfill customer orders in a timely manner; ability to prioritize and meet deadlines
• Working in a team based environment: Working independently and as a team player to ensure our customers are receiving orders timely and with the highest quality
• Quality: Maintain integrity and high standards of product handling from all perspectives
• Safety Culture: Maintain and drive safety policies; driving for accountability of safe practicesthroughout shift