Front End Service Excellence Lead

Roche Bros; Boston (MA); On-site; USD 27,000 - 35,000; Full time

Job summary

Roche Bros in Boston, MA seeks an Assistant Customer Service Manager to support front end operations and mentor team members. You will help train associates, uphold company policies, and foster a friendly, family-like atmosphere while delivering high-quality service.

You’ll work with the Customer Service Manager to schedule, supervise, and troubleshoot daily tasks, ensuring accurate checkouts, compliance, and a positive shopping experience for customers and staff alike.

Qualifications

• Must be passionate about people and customer service excellence.
• Experience delivering company training programs.
• Initiative, able to work with limited supervision and make decisions.
• Detail-oriented, organized, and able to communicate clearly.
• Ability to work with diverse teams and comply with policies.
• Must be ServSafe certified.
• Must meet age regulations for alcohol/tobacco sales.
• Must be authorized to work in the U.S.

Responsibilities

• Promote Roche Bros image as a service-oriented store leader.
• Support Customer Service Manager in daily front end operations.
• Ensure onboarding and training of front end associates.
• Plan schedules to meet service standards and payroll goals.
• Oversee checkout accuracy and customer satisfaction.
• Ensure compliance with policies and laws.

Skills

Customer service

Training program experience

Leadership

Communication skills

ServSafe certified

Education

ServSafe certified

Tools

POS system

Job description

Roche Bros in Boston, MA seeks an Assistant Customer Service Manager to support front end operations and mentor team members. You will help train associates, uphold company policies, and foster a friendly, family-like atmosphere while delivering high-quality service.

You’ll work with the Customer Service Manager to schedule, supervise, and troubleshoot daily tasks, ensuring accurate checkouts, compliance, and a positive shopping experience for customers and staff alike.