Customer Service Manager

The Customer Service Manager reports to the Store Manager, the Front of Store Supervisor, OPD Field Staff, Bookkeeping Supervisors and HRBPs. This role encompasses responsibilities in three main areas: enhancing the store customer experience, fostering associate engagement, and managing front of store operations. The primary duty of the Customer Service Manager is to ensure that all front‑of‑store departments operate smoothly, providing a comfortable, safe, and welcoming atmosphere for all customers.

The Customer Service Manager (CSM) upholds the established standards for the front of the store and ensures excellent customer service through effective training and communication with all associates, both new and existing.

• Oversee Cashiers, Podium, Self-Check‑Out, Customer Service Attendants & Clerks, Carts (where applicable), Bookkeeping/Cash Handling, Scanning, OPD (Order, Pickup Delivery) (where applicable), Home Delivery Systems & Platforms.
• Review weekly schedules to ensure that the store is scheduled to provide adequate service to customers at all business hours. Ensure that all departments listed above remain compliant to the weekly and quarterly payroll budget.
• Drive customer experience processes and address any feedback that the store receives from guests. Implement training and programs to maintain and improve customer experience. Track and ensure 100% compliance for all associate paperwork and learning.
• Lead all associate programs, including but not limited to; training, communication, recognition, DE&I. Address all associate concerns & issues.
• Support the consistent execution of Village Super Markets progressive discipline policy and processes across all departments and associates.
• Complete work and ensure work is completed by the FOS departments in CORE with integrity and high compliance.
• Review key reports including, but not limited to: SMG, Daily Department Key, Lanehawk (where applicable), Bookkeeping Log and Budget Reports. Manage attendance manager, review and print progressive discipline.
• Train and implement all technology platforms, supporting hardware and software, including the ability to troubleshoot all front end, OPD and courtesy equipment.
• Oversee associate training program and ensure that new associates complete successful onboarding process. Participate in centralized hiring, orientation and training for all locations.
• Determine what workforce is needed in each department through communicating with Store Manager, Assistant Store Managers, and Department Managers. Review applications on Application Sources Workforce and schedule interviews for employment if necessary.
• Send Village Authorization requests to retail services for authorization of applications for store associates.
• Order uniforms for associates as needed and document uniform distribution.
• Ensure all legal, promotional and special signage and merchandise are displayed and maintained to standard.