Customer Service Manager

UNAVAILABLE; Wellesley (MA); On-site; USD 33,000 - 44,000; Full time

Job summary

Roche Bros in Massachusetts is seeking a Customer Service Manager to oversee daily front-end operations and ensure customer satisfaction through skill development and on-the-job training for associates. You will uphold company policies while creating a warm, family-like store environment.

You will lead onboarding, schedule staffing, supervise checkout, ensure compliance, and coach team members to deliver outstanding service while meeting wage and safety standards.

Qualifications

• Passion for people and commitment to customer service excellence.
• Experience in front end operations or relevant management.
• Ability to take initiative, work with limited supervision and make decisions.
• Ability to work with people of diverse backgrounds and levels of authority.
• Detail oriented, organized, confident with excellent communication.
• ServSafe certified.
• Able to meet age regulations for alcohol and tobacco sales.
• English reading/writing/speaking proficiency.
• Ability to work a schedule based on store needs.
• Ability to use computer programs and applications related to front end operations.
• Authorized to work in the U.S.

Responsibilities

• Promote the Roche Bros image and provide courteous, prompt service while resolving complaints.
• Maintain open atmosphere to boost morale and customer service quality.
• Support and develop a strong customer service team.
• Provide guidance to customer service associates to ensure smooth front end operations.
• Ensure onboarding and training of new associates.
• Maintain high morale by fair treatment of staff.
• Plan schedules to meet service standards while adhering to payroll and wage policies.
• Oversee prompt and accurate checkout.
• Ensure compliance with policies and applicable laws.
• Collaborate with Cash Office Manager to minimize expenses and shrink.
• Communicate needs and problems to store management; coordinate with specialists.
• Recognize high performance and coach others.
• Understand and troubleshoot the Point-Of-Sale system.
• Perform other duties as assigned.

Skills

Customer service excellence

Front end operations

Initiative and decision making

Communication skills

English proficiency

Education

ServSafe certification

Tools

POS system

Cash handling procedures

Store computer system

Job description

Overview

The Customer Service Manager oversees the daily front end operations of the store and ensures customer satisfaction by providing skill development and on-the-job training for all customer service associates. This person supports established company policies and standards to ensure that programs, procedures and policies are followed. This individual providesthe 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!

Minimum Qualifications

• 1. Must be passionate about people and committed to customer service excellence!
• 2. Possess successful experience in front end operations or relevant management experience.
• 3. Display initiative, work with limited supervision, make decisions, provide direction and use sound judgment to act upon opportunities to solve problems.
• 4. Demonstrate ability to work with people of various backgrounds, personality traits and levels of authority to accomplish company goals.
• 5. Must be detail oriented, organized, confident, and demonstrate excellent communication skills.
• 6. Must be ServSafe certified.
• 7. Must meet federal, state, and local age regulations in regards to the sale of alcohol and tobacco.
• 8. Must be able to read, write, speak, and understand English.
• 9. Ability to work a schedule based on the business needs of the store location.
• 10. Ability to use computer programs and applications pertinent to front end operations.
• 11. Must be authorized to work within the U.S.

Responsibilities

• 1. 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.
• 2. 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).
• 3. Commit to the "Golden Rule" and work with associates to build a strong customer service team.
• 4. Provide 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.).
• 5. Ensure all new customer service associates successfully complete onboarding/e-learnings and receive proper training of department goals and expectations.
• 6. Promote high associate morale by treating all associates in a fair and consistent manner.
• 7. Plan work schedules to ensure proper service standards while consistently achieving budgeted payroll and adhering to all wage and hour policies and regulations.
• 8. Oversee and ensure prompt, efficient and accurate check out of customers.
• 9. Ensure compliance with company policies and procedures, and all state and federal laws applicable to our industry.
• 10. Work actively with the Cash Office Manager and store management team 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).
• 11. Communicate needs, problems and provide support to the store management team. Cooperate with store manager and department specialists to optimize the performance of the department. Communicate any price discrepancies to the appropriate department manager.
• 12. Recognize outstanding associate performance while also working with customer service associates to coach and improve areas of performance that need attention; identify problems and make recommendations to the management team as appropriate.
• 13. Ensure company standards of cleanliness, safety, proper food handling practices, sanitation, and productivity are achieved.
• 14. Complete understanding of the Point-Of-Sale with the ability to troubleshoot technical issues.
• 15. Other duties as assigned by management.

Secondary Job Functions

• 1. Guarantee accurate and efficient handling of sales and service functions at the courtesy booth including but not limited to cash handling, customer complaints and requests, refunds, answering phones, sales of gift cards, cigarettes, and stamps.
• 2. Control and maintain all cash handling procedures, including all media, to prevent losses such as bank deposits (preparing and verifying), change orders (order and verify), pick-ups and loans at the registers, balancing (register and office), and returned checks (redeposit, follow-up on collection).

Physical Demands: (per work day)

Physical Demands

Frequency

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 suppliesU-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 $24.30 - $31.60 per hour.