Retail Customer Service Leader | Growth & Community Impact

Stop & Shop; Worcester, Northern (MA, KY); Hybrid; USD 65,000 - 97,000; Full time

Benefits offered by this job

Culture of diversity and inclusion

Comprehensive benefits

Career development opportunities

Associate discounts

Community-focused team

Job summary

Stop & Shop in Worcester, MA is seeking a motivated Customer Service Manager to lead Front End, Online Pick-up, and Cash Office operations. You will drive sales, uphold sanitation standards, and recruit and develop a capable team to deliver exceptional service.

The role emphasizes leadership, collaboration, and community engagement, with a focus on creating a positive work environment and operational excellence in a busy retail setting.

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
• Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously

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 leading the recruitment, hiring and new hire orientation, while maintaining a high level of talent within the department
• People development and diversity: direct, oversee, and evaluate 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
• Labor relations: manage labor relations to ensure compliance with company policies and labor laws
• Address and resolve employee issues and grievances in a timely and effective manner
• Customer service excellence: cultivate a culture of excellence in customer service
• Ensure customers experience a well-stocked store with the freshest product offerings
• Support team members in their training to consistently deliver exceptional customer service
• Operational efficiency: 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
• Compliance and safety: 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
• Community engagement: actively engage with the local community to understand their needs
• Develop and maintain positive relationships with community organizations, schools, and other stakeholders
• Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact

Skills

Supervisory leadership

Customer service skills

Communication skills

Multitasking

Education

Bachelor's degree

Job description

Stop & Shop in Worcester, MA is seeking a motivated Customer Service Manager to lead Front End, Online Pick-up, and Cash Office operations. You will drive sales, uphold sanitation standards, and recruit and develop a capable team to deliver exceptional service.

The role emphasizes leadership, collaboration, and community engagement, with a focus on creating a positive work environment and operational excellence in a busy retail setting.