Store Customer Service Supervisor / Keyholder

Total Wine & More; West Orange (NJ); On-site; USD 24,796 - 34,440; Full time

Benefits offered by this job

Paid time off

Employee discounts

Health care plans

401(k)

HSA / FSA

Parental leave

Disability & life insurance

Job summary

Total Wine & More is seeking a Supervisor in New Jersey to support store operations and build a sales and service culture focused on providing a distinctive world of adult beverages and more. You will report to store management and help develop a knowledgeable, customer‑centric team.

The role emphasizes coaching peers, managing frontline operations, and ensuring safety and compliance with alcohol regulations, while delivering excellent service to customers.

Qualifications

• Must have a high school diploma or equivalent.
• 1–3 years in retail with supervisory experience.
• Strong interpersonal and coaching abilities.
• Experience resolving customer issues and coaching peers.
• Familiar with POS systems and inventory software.
• Flexible schedule including evenings and weekends.

Responsibilities

• Support service, merchandising and front-end operations to drive sales and KPIs.
• Lead by example to deliver outstanding customer service.
• Supervise team members and support their training and development.
• Ensure compliance with laws on alcohol sales and maintain safety.
• Maintain store safety and cleanliness standards.
• Perform other duties as assigned.

Skills

Interpersonal skills

Team leadership

Customer service

Education

High school diploma or equivalent

Tools

POS systems

Inventory software

Job description

About the Role

As a Supervisor, you support the management team in growing our company brand. You will support store operations and help build a sales and service culture to deliver best‑in‑class service and bring to life a distinctive world of adult beverages and more for our customers. Internally, you will be referred to as Supervisor and report to the store management team.

Responsibilities

• Serve in a team member capacity to support the service team, merchandising and front‑end operations, drive sales and deliver key performance metrics (KPMs)
• Deliver outstanding customer service by leading by example, fostering a welcoming and knowledgeable store atmosphere, and resolving customer issues
• Supervise team members and support their training, including ongoing development to enhance product knowledge and sales skills
• Ensure adherence to all applicable laws and regulations related to the sale of alcohol and maintain a safe and compliant store environment
• Maintain store safety and cleanliness standards across the store
• Perform other duties as assigned

Qualifications

• High school diploma or equivalent preferred
• 1‑3 years of experience, 1+ year of proven experience in a supervisory role within a retail setting
• Strong interpersonal skills and a team‑player mindset
• Experience resolving customer issues and coaching peers
• Familiarity with points‑of‑sale systems and inventory management software
• Ability to work a flexible schedule as business requires, including evenings and weekends

Physical Requirements

• Must be 21 years of age or older
• Walk, bend down repeatedly, and be on feet for 8‑10 hours a day
• Ability to safely lift, load, and handle cases and pallets
• Climb ladders and lift 50 lbs. overhead and repeatedly
• May be exposed to various outdoor weather conditions throughout the workday

Benefits

• Paid Time Off (PTO)
• Generous store discounts
• Health care plans (medical, prescription, dental, vision)
• 401(k), HSA, FSA, pre‑tax commuter benefits
• Disability & life insurance coverage
• Paid parental leave
• Pet insurance
• Critical illness and accident insurance
• Discounted home and auto insurance
• College tuition assistance
• Career development & product training
• Consumer classes
• And more!

We recognize our team members are our biggest asset, and we value the critical role each plays in contributing to the company’s success. It is our commitment to support and provide access to the resources needed to take care of their health and wellbeing. That is why we offer a variety of benefits, tools, and resources to support through our Total Rewards program. To view our full career page, click here: https://careers.totalwine.com/

Total Wine & More considers several factors when establishing compensation. Compensation may vary based on a number of factors including, but not limited to, market location, job‑related knowledge, skills and/or experience. The actual hourly rate will equal or exceed the required minimum wage applicable to the job location. Estimated salaries determined by third parties have not been validated by Total Wine & More.

Total Wine & More is an equal‑opportunity employer and all qualified applicants will receive consideration for employment without discrimination based on race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Total Wine & More makes reasonable accommodations during all aspects of the employment process, including during the interview process. Total Wine & More is a drug‑free workplace.

The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply. The anticipated close date of this posting is 120 days from the posted date indicated above.