Customer Service Manager

Stop & Shop; Massachusetts; On-site; USD 64,800 - 97,200; Full time

Benefits offered by this job

Comprehensive benefits

Associate discounts

Career growth

Team of associates

Job summary

Stop & Shop in Feeding Hills, MA seeks a Customer Service Manager to lead Front End, Online Pick-up and Cash Office operations. You will recruit, train, and retain capable staff while ensuring high standards of service, safety, and profitability.

The role blends people leadership with operational oversight in a dynamic retail environment. The ideal candidate has 1–3 years of supervisory experience, a bachelor's degree preferred, and a proven ability to deliver exceptional customer experiences.

Qualifications

• Bachelor's degree preferred or equivalent experience.
• 1–3 years of supervisory or leadership experience in retail grocery or similar.
• Strong communication and interpersonal skills across functions.
• Proven ability to lead teams and drive customer service excellence.

Responsibilities

• Oversee daily operations of the Customer Service departments including Front End, Online Pick-up and Cash Office.
• Lead recruitment, hiring, and new hire orientation; maintain talent in the department.
• Develop staff, monitor performance, and implement development plans.
• Manage labor relations and resolve employee issues and grievances.
• Drive customer service excellence and ensure a well-stocked, clean store with effective training.

Skills

Leadership

Communication

Multitasking

Customer Service

Time Management

Education

Bachelor's degree preferred

Job description

Category/Area of Expertise: Retail Operations
Job Requisition: 476335
Address: USA-MA-Feeding Hills-1282 Springfield St
Store Code: Human Resources Brands (5148911)

Here at Stop & Shop, we’ve been serving our customers and neighborhoods for more than a century. A lot has changed in that time, but one thing hasn’t: Stop & Shop is a place where everyone can thrive and feel like they’re part of family.

Our more than 50,000 associates enjoy competitive salaries, comprehensive benefits and discounts to support professional and personal journeys and flexibility that fits their lives.

As a leader in the retail grocery industry, we are committed to feeding all the important moments in our customers' lives. We are seeking a highly motivated and results-oriented Customer Service Manager to play a crucial role in driving positive community impact, operational excellence, and financial success.

What we’ll ask of you:

• Department Management: Oversee the daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash OfficeEnsure 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
• People Development and Diversity: 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 growthFoster a culture of diversity and inclusion within the team Engage and retain associates by fostering a positive work environment
• Labor Relations: 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
• Customer Service Excellence: Cultivate a culture of excellence in customer service, providing best-in-class service Ensure customers experience a well-stocked store with the freshest product offeringsSupport team members in their training to consistently deliver exceptional customer service
• Operational Efficiency: Monitor and analyze key performance metrics related to customer service and salesIdentify opportunities for process optimization and implement solutions to enhance operational performanceManage departmental budgets, expenses, and financial targets to achieve profitability goals
• Compliance and Safety: 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
• Community Engagement: Actively engage with the local community to understand their needsDevelop and maintain positive relationships with community organizations, schools, and other stakeholdersCoordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact

What you bring to the table:

• 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
• Highly motivated, results-oriented, and a self-starter with a proven track record of success
• 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
• Creative and strategic thinking abilities to drive innovation and continuous improvement
• Effective organizational and time management skills to ensure efficient operations
• Ability to work flexible hours, including weekends and holidays

What we bring to the table:

• Culture committed to celebrating diverse backgrounds and experiences
• Comprehensive benefits
• Opportunities for professional development and career growth
• Associate discounts
• Team of associates dedicated to serving our local customers and supporting our communities

Salary:

The salary range for this position is $64,800-$97,200

Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.