Adams Customer Service Manager - Portland

Adams Hometown Markets; Portland (CT); On-site; USD 42,000 - 52,000; Full time

Job summary

Adams Hometown Markets is seeking a Customer Service Manager to lead our customer service team, ensuring exceptional service and satisfaction. You will analyze feedback to drive improvements and enhance the overall experience.

Responsibilities include managing day-to-day operations, conducting team meetings and evaluations, and developing a customer strategy aligned with company values. Flexibility for shifts, evenings, weekends, and holidays is required; 45-hour work week.

Qualifications

• Two years retail or customer service experience preferred.
• Ability to lift up to 80-85 lbs.; stand for long periods in varied environments.
• Strong communication, organizational and teamwork skills.

Responsibilities

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

Skills

Physical abilities

Strong communication

Organizational skills

Teamwork

Quality

Safety culture

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

Compensation:

• $47,000 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