Customer Service Manager

Category/Area of Expertise: Retail Operations

Job Requisition: 530231

Address: USA-MA-Dartmouth-25 Faunce Corner Road

Store Code: Human Resources - Brands (5148559)

Here at Stop & Shop, we've been serving our customers and neighborhoods for more than a century. A lot has changed in that time, but one thing hasn't:
Stop & Shop is a place where everyone can thrive and feel like they're part of a family.

Our more than 50,000 associates enjoy competitive salaries, comprehensive benefits and discounts to support professional and personal journeys and flexibility that fits their lives.

We invite you to pull up a seat and discover the ways you can make an impact. There's always room at our table!

As a leader in the retail grocery industry, we are committed to feeding all the important moments in our customers' lives. We are seeking a highly motivated and results‑oriented Customer Service Manager to play a crucial role in driving positive community impact, operational excellence, and financial success.

• Department Management: 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 all regulations
• Accountable for leading the recruitment, hiring and new hire orientation, while maintaining a high level of talent within the department
• People Development and Diversity: Direct, oversee, and evaluate the training completion of all Customer Service department team members
• Monitor and evaluate associate performance and ensure associates have development plans to support professional growth
• Foster a culture of diversity and inclusion within the team
• Engage and retain associates by fostering a positive work environment
• Labor Relations: Manage labor relations to ensure compliance with company policies and labor laws
• Address and resolve employee issues and grievances in a timely and effective manner
• Customer Service Excellence: Cultivate a culture of excellence in customer service, providing best‑in‑class service
• Ensure customers experience a well‑stocked store with the freshest product offerings
• Support team members in their training to consistently deliver exceptional customer service
• Operational Efficiency: Monitor and analyze key performance metrics related to customer service and sales
• Identify opportunities for process optimization and implement solutions to enhance operational performance
• Manage departmental budgets, expenses, and financial targets to achieve profitability goals
• Compliance and Safety: Ensure all departments comply with company policies and regulatory requirements
• Conduct regular safety audits and training sessions
• Maintain a clean and safe working environment for all associates
• Community Engagement: Actively engage with the local community to understand their needs
• Develop and maintain positive relationships with community organizations, schools, and other stakeholders
• Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact

• 1-3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments including Front End, Online Pick‑up and Cash Office
• Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience
• Highly motivated, results‑oriented, and a self‑starter with a proven track record of success
• Strong ability to influence and communicate effectively across different functions
• Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously
• Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals
• Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders
• High level of customer service skills, with a genuine passion for exceeding customer expectations
• Creative and strategic thinking abilities to drive innovation…