Store Service Leader: Front End & Online Pick-Up

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

Benefits offered by this job

Comprehensive benefits

Associate discounts

Career development opportunities

Job summary

Stop & Shop in Dedham, MA is seeking a Customer Service Manager to lead Front End, Online Pick-up and Cash Office with a focus on service excellence and profitability.

You will recruit, train and develop a diverse team, monitor performance, and drive a safe, well-stocked store that delivers an outstanding customer experience. The role requires flexibility to work weekends and holidays, with opportunities for professional growth.

Qualifications

• 1-3 years of supervisory or leadership experience in retail grocery.
• Bachelor's degree preferred or equivalent work experience.
• Highly motivated, results-oriented, self-starter with a track record of success.
• Strong ability to influence and communicate across functions.
• Excellent multitasking, organization and time management.
• Demonstrated leadership that inspires teams to achieve goals.
• Excellent written and verbal communication and customer service skills.
• Creative, strategic thinker with a focus on continuous improvement.
• 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 sanitation and safety standards and regulatory compliance.
• Recruit, hire and orient new hires while maintaining a strong talent pool.
• Direct train and evaluate customer service team members and develop growth plans.
• Foster diversity and inclusion and engage associates in a positive work environment.
• Manage labor relations and resolve employee issues promptly and effectively.
• Cultivate best-in-class customer service and ensure well-stocked stores with fresh products.
• Monitor KPI data, analyze performance, identify optimization opportunities and drive efficiencies.
• Manage departmental budgets and financial targets to achieve profitability.
• Ensure policy compliance, conduct safety audits, and maintain a safe working environment.
• Engage with local community organizations and participate in outreach initiatives.

Skills

Leadership

Supervisory experience

Communication skills

Multitasking

Customer service

Education

Bachelor's degree or equivalent

Job description

Stop & Shop in Dedham, MA is seeking a Customer Service Manager to lead Front End, Online Pick-up and Cash Office with a focus on service excellence and profitability.

You will recruit, train and develop a diverse team, monitor performance, and drive a safe, well-stocked store that delivers an outstanding customer experience. The role requires flexibility to work weekends and holidays, with opportunities for professional growth.