Customer Service Manager – Retail Ops Leader

Stop & Shop; Berlin (CT); Hybrid; USD 65,000 - 97,000; Full time

Benefits offered by this job

Comprehensive benefits

Associate discounts

Career development opportunities

Job summary

Stop & Shop in Berlin, CT is seeking a highly motivated Customer Service Manager to drive operational excellence and positive community impact. You will oversee Front End, Online Pick-up and Cash Office, ensuring customer service excellence and target achievement.

We offer competitive salaries, comprehensive benefits, and associate discounts. Must be able to lead a diverse team, recruit and train staff, and work flexible hours including weekends.

Qualifications

• 1-3 years of supervisory or leadership experience in retail grocery.
• 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.

Responsibilities

• Oversee 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.
• 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.

Skills

Leadership

Customer service

Communication

Multitasking

Team development

Education

Bachelor's degree (preferred)

Job description

Stop & Shop in Berlin, CT is seeking a highly motivated Customer Service Manager to drive operational excellence and positive community impact. You will oversee Front End, Online Pick-up and Cash Office, ensuring customer service excellence and target achievement.

We offer competitive salaries, comprehensive benefits, and associate discounts. Must be able to lead a diverse team, recruit and train staff, and work flexible hours including weekends.