Retail Customer Service & Operations Leader

Stop & Shop; Milford (MA); On-site; USD 65,000 - 97,000; Full time

Benefits offered by this job

Comprehensive benefits

Associates discounts

Professional development opportunities

Job summary

Stop & Shop in Milford, MA, is seeking a Customer Service Manager to lead Front End, Online Pick-up and Cash Office operations. You will drive sales targets, ensure safety, recruit and develop staff, and foster a culture of excellence in customer service.

Ideal candidates have 1–3 years of supervisory experience in retail grocery, a related bachelor’s degree or equivalent, and a proven ability to influence cross-functional teams, manage budgets, and work flexible hours including weekends and

Qualifications

• 1-3 years of supervisory or leadership experience in retail grocery.
• Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent experience.
• Strong ability to influence and communicate effectively across different functions.
• Excellent multitasking skills with the ability to prioritize multiple responsibilities.
• Demonstrated leadership guiding teams to achieve goals.
• Exceptional written and verbal communication with customers, team members, and stakeholders.
• High level of customer service and passion for exceeding expectations.
• Creative and strategic thinking for innovation and continuous improvement.
• 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 sanitation and safety, ensuring compliance with regulations.
• Recruit, hire and orient new hires while maintaining talent within the department.
• Direct, oversee, evaluate training completion for all Customer Service team members.
• Monitor 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 policies and laws.
• Address and resolve employee issues and grievances promptly.
• Cultivate a culture of excellence in customer service and ensure well-stocked stores.
• Monitor and analyze KPIs, identify optimization opportunities, and implement improvements.
• Manage departmental budgets, expenses and financial targets for profitability.
• Ensure compliance with policies and regulatory requirements; conduct safety audits.
• Coordinate and participate in community events and outreach to support the mission.

Skills

Supervisory experience

Leadership abilities

Communication skills

Customer service skills

Multitasking

Budget management

Education

Bachelor's degree in Business Administration or related field

Job description

Stop & Shop in Milford, MA, is seeking a Customer Service Manager to lead Front End, Online Pick-up and Cash Office operations. You will drive sales targets, ensure safety, recruit and develop staff, and foster a culture of excellence in customer service.

Ideal candidates have 1–3 years of supervisory experience in retail grocery, a related bachelor’s degree or equivalent, and a proven ability to influence cross-functional teams, manage budgets, and work flexible hours including weekends and