Customer Service Leader – Front End & Online Pick-up

Stop & Shop; Somerville (MA); Hybrid; USD 65,000 - 97,000; Full time

Benefits offered by this job

Culture commitment to diversity

Comprehensive benefits

Career development

Associate discounts

Community dedication

Job summary

Stop & Shop in Somerville, MA is seeking a motivated Customer Service Manager to lead Front End, Online Pick-up and Cash Office operations, drive sales, ensure safety standards, and deliver best-in-class customer service in a fast-paced environment.

You will recruit and develop talent, monitor performance, manage departmental budgets, and collaborate with local communities to strengthen our presence while fostering an inclusive culture that supports associates and customers alike.

Qualifications

• 1-3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments including Front End, Online Pick-up and Cash Office
• Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience
• Strong ability to influence and communicate effectively across different functions
• Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously
• Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals
• Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders
• High level of customer service skills, with a genuine passion for exceeding customer expectations

Responsibilities

• Oversee the daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash Office
• Ensure departments meet or exceed sales and profit targets
• Maintain high standards of sanitation and safety, ensuring compliance with all regulations
• Accountable for leading the recruitment, hiring and new hire orientation, while maintaining a high level of talent within the department
• Direct, oversee, and evaluate the training completion of all Customer Service department team members
• Monitor and evaluate associate performance and ensure associates have development plans to support professional growth
• Foster a culture of diversity and inclusion within the team
• Engage and retain associates by fostering a positive work environment
• Manage labor relations to ensure compliance with company policies and labor laws
• Address and resolve employee issues and grievances in a timely and effective manner
• Cultivate a culture of excellence in customer service, providing best-in-class service
• Ensure customers experience a well-stocked store with the freshest product offerings
• Support team members in their training to consistently deliver exceptional customer service
• Monitor and analyze key performance metrics related to customer service and sales
• Identify opportunities for process optimization and implement solutions to enhance operational performance
• Manage departmental budgets, expenses, and financial targets to achieve profitability goals
• Ensure all departments comply with company policies and regulatory requirements
• Conduct regular safety audits and training sessions
• Maintain a clean and safe working environment for all associates
• Actively engage with the local community to understand their needs
• Develop and maintain positive relationships with community organizations, schools, and other stakeholders
• Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact

Job description

Stop & Shop in Somerville, MA is seeking a motivated Customer Service Manager to lead Front End, Online Pick-up and Cash Office operations, drive sales, ensure safety standards, and deliver best-in-class customer service in a fast-paced environment.

You will recruit and develop talent, monitor performance, manage departmental budgets, and collaborate with local communities to strengthen our presence while fostering an inclusive culture that supports associates and customers alike.