Customer Service Manager, Operations & Community Impact

Stop & Shop; Walpole (MA); On-site; USD 65,000 - 97,000; Full time

Benefits offered by this job

Comprehensive benefits

Professional development

Associate discounts

Job summary

Stop & Shop is seeking a Customer Service Manager to lead Front End, Online Pick-up, and Cash Office operations. You will drive sales, ensure safety standards, and recruit and develop a diverse team in a busy retail setting.

You will foster customer service excellence, manage budgets, and collaborate with teams to deliver a best-in-class shopping experience while engaging with the local community and stakeholders.

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
• 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

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 recruiting, 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 development plans
• 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 manner
• Cultivate a culture of excellence in customer service, providing best-in-class service
• Ensure customers experience a well-stocked store with fresh offerings
• Support team members in training to 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 needs
• Develop and maintain relationships with community organizations, schools, and stakeholders
• Coordinate and participate in community events and charitable initiatives

Skills

Supervisory experience

Retail management

Customer service

Communication

Time management

Leadership

Education

Bachelor's degree in Business Administration

Job description

Stop & Shop is seeking a Customer Service Manager to lead Front End, Online Pick-up, and Cash Office operations. You will drive sales, ensure safety standards, and recruit and develop a diverse team in a busy retail setting.

You will foster customer service excellence, manage budgets, and collaborate with teams to deliver a best-in-class shopping experience while engaging with the local community and stakeholders.