Customer Service Supervisor

Wawa Inc. (210515330); Virginia; On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Service Supervisor to lead store operations in a dynamic environment. In this role, you will be responsible for ensuring exceptional customer service, managing store performance, and coaching team members. The ideal candidate will possess strong leadership skills, effective communication abilities, and a passion for customer satisfaction. This position offers the opportunity to make a significant impact on store operations while working in a collaborative team environment. If you thrive in fast-paced settings and are ready to take on a leadership role, this is the perfect opportunity for you.

Qualifications

• Experience in a fast-paced retail or food service environment preferred.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Ensure exceptional customer service and resolve customer inquiries.
• Provide direction and coaching for associates during shifts.
• Maintain accurate inventory and execute cash processes.

Skills

Customer Service

Leadership

Communication

Problem-Solving

Teamwork

Organizational Skills

Education

High School Diploma or GED

Job description

The Customer Service Supervisor is responsible for the complete operations of the store when a more senior level manager is not present. The Customer Service Supervisor will assist store management in customer service, product availability, safety, shift management, and vendor care. The Customer Service Supervisor will work in support of the store management team to ensure customer satisfaction (including store conditions), maximize sales, and achieve established goals. Where applicable, this position will assist the management team with managing the fuel offer.

1. Ensure exceptional customer service is being delivered. Respond to and resolve customer inquiries and solicit customer feedback and input. Respond to and resolve customer inquiries in a courteous and timely manner.
2. Participate with the store management team to improve store performance in areas of sales, controllable expenses, merchandising, marketing, associate retention, and associate training. Make appropriate recommendations to store management regarding the same.
3. Provide direction, motivation, and coaching for associates during the shift.
4. Ensure the execution of all customer service programs and processes.
5. Ensure execution of established safety, security, quality, and store operations policies, procedures, and practices. Responsible for all cash processes including deposit preparation, lottery, gift cards, and checks where applicable.
6. Complete cash and lottery processes.
7. Maintain accurate article-level inventory to maximize sales; perform cycle counts and place orders.
8. Recognize associates and celebrate accomplishments.

Essential Functions :

1. Ability to work well individually as well as in a team environment.
2. Excellent oral and written communication skills.
3. Ability to work with little or no supervision.
4. Excellent relationship-building and leadership skills.
5. Detail-oriented and excellent organizational skills.
6. Ability to defuse issues using de-escalation and problem-solving techniques.
7. Proven self-starter with demonstrated ability to make decisions.
8. Ability to learn and utilize the store’s technology.
9. Must be able to perform the following physical behaviors repetitively throughout a shift: standing, walking, handling, reaching horizontally, and grasping firmly.
10. Must be able to perform the following physical behaviors frequently throughout a shift: reaching above the shoulder, reaching below the waist, pushing buttons, bending, stooping, squatting, crouching, kneeling, and pushing.
11. Must be able to lift and carry up to [specified weight] lbs.
12. Must have reliable transportation.
13. Must be at least [specified age] years old to be considered for this role.
14. Ability to direct others and prioritize tasks.

Basic Qualifications :

1. High School Diploma or GED equivalent.
2. Ability to work [specified hours] per week.
3. Experience effectively implementing change and demonstrated results in execution.
4. Flexible availability which may include all shifts, weekends, and holidays, based on business needs.
5. Leadership experience required; experience in a fast-paced retail or food service environment preferred.
6. Experience in training, sales building, managing expenses, and food service menu planning.
7. Experience leading, developing, and selecting teams preferred.
8. Proven skills in: Exceptional Customer Service, Relationship Building, and Effective Communication.

Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at [contact info].

Wawa, Inc. is an equal opportunity employer. We are committed to a work environment where Associates are treated fairly and with respect, and discrimination of any kind is not tolerated. We recruit, hire, promote, and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status, or any other characteristic protected by law.