Retail Customer Service & Operations Leader

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

Benefits offered by this job

Comprehensive benefits

Associate discounts

Professional development opportunities

Job summary

Stop & Shop is seeking a highly motivated Customer Service Manager to lead the Front End, Online Pick-up, and Cash Office teams in Norwood, MA. You will drive sales targets, ensure safety and sanitation, and recruit and develop talent within the department.

The role emphasizes labor relations, customer service excellence, and operational efficiency, with a focus on community engagement and delivering best-in-class service. Flexible hours including weekends are required.

Qualifications

• 1-3 years of supervisory or leadership experience, preferably in retail grocery
• Strong ability to influence and communicate effectively across different functions
• Excellent multitasking and prioritization skills
• Demonstrated leadership and management skills
• Exceptional written and verbal communication skills
• High level of customer service with a passion for exceeding expectations
• Willingness 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 regulations
• Recruit, hire and orient new hires, maintaining 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
• 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 laws
• Address and resolve employee issues and grievances promptly
• Cultivate a culture of excellence in customer service
• Ensure store is well-stocked with fresh products
• Support team training to deliver exceptional customer service
• Monitor KPIs for customer service and sales
• Identify opportunities for process optimization
• Manage departmental budgets and profitability targets
• Ensure compliance with policies and regulatory requirements
• Conduct safety audits and trainings
• Maintain a clean and safe working environment
• Engage with the local community and build relationships with organizations and schools
• Coordinate and participate in community events and charitable initiatives

Skills

Supervisory experience

Leadership

Customer service

Retail grocery

Communication

Multitasking

Education

Bachelor's degree in Business Administration

Retail Management degree preferred

Job description

Stop & Shop is seeking a highly motivated Customer Service Manager to lead the Front End, Online Pick-up, and Cash Office teams in Norwood, MA. You will drive sales targets, ensure safety and sanitation, and recruit and develop talent within the department.

The role emphasizes labor relations, customer service excellence, and operational efficiency, with a focus on community engagement and delivering best-in-class service. Flexible hours including weekends are required.