Customer Service- Assistant Manager

Roche Bros. Supermarkets; Westwood (MA); On-site; USD 27,000 - 35,000; Full time

Job summary

Roche Bros. Supermarkets in Westwood, MA is seeking an Assistant Customer Service Manager to support the Customer Service Manager in daily front end operations and to ensure customer satisfaction through training and development of front end associates.

You will enforce company policies, coach staff, supervise checkouts, schedule shifts, and help maintain wage and hour compliance while upholding safety and quality standards.

Qualifications

• Must be ServSafe certified.
• Must meet federal, state, and local age regulations for alcohol and tobacco.
• Must be able to read, write, speak, and understand English.
• Experience in training front end associates.
• Experience with store training programs.
• Ability to work with diverse teams.

Responsibilities

• Assist in overseeing daily front end operations with the Customer Service Manager.
• Ensure customer satisfaction by coaching and developing front end associates.
• Plan work schedules and manage payroll adherence to wage policies.
• Oversee prompt, accurate checkout and compliance with company policies.
• Resolve customer issues and communicate needs to store management.
• Assist in onboarding and ongoing training of staff and maintain standards.

Skills

Customer service

People skills

Communication

ServSafe certified

English required

Team leadership

Training

Scheduling

Tools

POS system

Job description

The Assistant Customer Service Manager provides support to the front end by assisting the Customer Service Manager in overseeing the daily front end operations of the store and ensuring customer satisfaction by providing skill development and on-the-job training for all front end associates. This person supports established company policies and standards to ensure that programs, procedures and policies are followed. This individual provides the highest level of quality service by creating a pleasant and friendly atmosphere while treating each and every customer and associate like one of the family!

• Must be passionate about people and committed to customer service excellence!
• Successful experience of company training programs.
• Display initiative, work with limited supervision, make decisions, provide direction and use sound judgment to act upon opportunities to solve problems.
• Must be detail oriented, organized, confident, and demonstrate excellent communication skills.
• Demonstrated ability to work with people of various backgrounds, personality traits and levels of authority to accomplish company goals.
• 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.

The list of essential functions is not exhaustive and may be supplemented as necessary by the company.

• 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.
• Assist in providing 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.
• Assist in planning 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 customer service manager 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 and problems to customer service manager and work with store management team to optimize the performance of the department. Communicate any price discrepancies to the appropriate department manager.
• Assist the customer service manager in recognizing outstanding associate performance. Assist in coaching associates to 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.
• Other duties as assigned by management.

Secondary Job Functions

• Understanding of the Point-Of-Sale with the ability to troubleshoot technical issues.

Physical Demands

0% (N) Never
Carrying and lifting up to 50 lbs, pushing and pulling up to 250 lbs, kneeling, crouching, crawling, sitting and reaching at waist or overhead.
1-33% (O) Occasionally
Bending, balancing, stooping, fingering, feeling, and smelling.
34-66% (F) Frequently
Standing and walking on a tile or concrete floor, handling, talking, seeing, and hearing.
67-100% (C) Continuously

Safety Risk Factors

Frequency
Loud noise, slippery floor surface, hazardous equipment (mechanical moving parts), contact with sharp objects, contact with skin irritant, toxic exposure (see material safety data sheet), nuisance dust fumes, sprays, and hazardous cleaning solutions.
1-33% (O) Occasionally
Twisting of back and neck and cluttered floor surface.
34-66% (F) Frequently

Machines, tools, and equipment utilized

Alarm systems, scanner, scales, adding machine, cash register, shopping cart, POS system, phones/paging system, store computer system, bagging supplies, approved cleaning supplies, U-Boat, safety cutters.

Repetitive Action

Continuous movement of the entire body.

Working Conditions

Working environment is inside and may be outside in cold or hot temperatures that may be wet or humid.

Hiring Range

In accordance with MA Pay Transparency requirements, the following represents a good faith estimate of the hiring range for this position. At Roche Bros., we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to education, experience, qualifications, and internal equity. The hiring range for this position is $19.40 - $25.20 per hour.