Front-End Service Manager & Team Coach

Roche Bros; 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

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.