Customer Experience Manager: Lead Service Excellence

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

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.