Retail Customer Service Manager – Front End & Online

Stop & Shop; Providence (RI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits

Associate discounts

Professional development

Flexible hours

Job summary

Stop & Shop in Rhode Island is seeking a motivated Customer Service Manager to oversee Front End, Online Pick-up and Cash Office, drive sales, supervise staff, and ensure safety and compliance while delivering best-in-class service to customers.

You will recruit, train, and develop a diverse team, manage budgets, monitor performance metrics, and engage with the local community to strengthen our store's impact.

Qualifications

• 1-3 years of supervisory or leadership experience preferred 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
• Highly motivated, results-oriented, and a self-starter with a proven track record of success
• Strong ability to influence and communicate effectively across different functions
• Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously
• Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals
• Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders
• High level of customer service skills, with a genuine passion for exceeding customer expectations
• Creative and strategic thinking abilities to drive innovation and continuous improvement
• Effective organizational and time management skills to ensure efficient operations
• Ability to work flexible hours, including weekends and holidays

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 recruiting, hiring and new hire orientation, 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 development plans for growth
• Foster a culture of diversity and inclusion within the team
• Engage and retain associates by fostering a positive work environment
• 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
• Cultivate a culture of excellence in customer service, providing best-in-class 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
• 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
• 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
• 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 experience

Leadership

Customer service

Budget management

Communication

Diversity awareness

Education

Bachelor's degree in Business Administration, Retail Management, or related field

Job description

Stop & Shop in Rhode Island is seeking a motivated Customer Service Manager to oversee Front End, Online Pick-up and Cash Office, drive sales, supervise staff, and ensure safety and compliance while delivering best-in-class service to customers.

You will recruit, train, and develop a diverse team, manage budgets, monitor performance metrics, and engage with the local community to strengthen our store's impact.