Customer Service Mgr

Overview

We move fast, adapt quickly, and take pride in upholding the highest standards of quality in everything we do. We are committed to a culture of belonging and fostering an inclusive environment where we celebrate differences. We empower everyone to be their full, authentic selves. Belonging, Inclusion and Diversity Statement available here.

Customer Service Manager

Creates an outstanding customer experience while directing and supervising all functions, duties and activities of the front end. Ensures that all current customer service, cash control, labor control, expense and supply controls, asset protection, maintenance, physical safety, food safety, associate and customer engagement policies are being followed. This role will create a shopping and working environment that exemplifies the company’s commitment to service, quality and neighborhood partnerships.

This position will create a strong company bench by identifying and developing individuals’ skills and abilities for future advancement. This role is responsible for hiring and training execution in the store. This is a working manager position that requires a balance of physical labor, delegation, team building and leadership, planning, and administrative work.

• Overall Customer Satisfaction OSAT (Service) — Gauges the customer experience in areas such as Assortment, Cleanliness, Freshness, Staff Friendliness and Stock Availability.
• Produce Scanning — Ensures customers are correctly charged, department is replenished properly, and reduces shrink risk.
• Items per Bag — Monitors potential overspending of bags against company goals.

• Store Leadership — Leads and empowers teams to deliver a great shopping experience aligned with the company’s vision, goals, policies and values; maintains open communication; demonstrates exceptional customer service; builds professional relationships with customers, associates, schools, vendors, suppliers, and regulatory agencies.
• Fiscal Leadership — Assists in managing the fiscal budget, in-stock, inventory, shrink, expenses (including labor and supply management) and cash control; analyzes P&L; identifies opportunities and communicates action plans to the store manager.
• Department Leadership — Coaches on KPIs, customer service, product knowledge, safety and sanitation; ensures policies and directives are executed; aligns store operations with health, safety and sanitation codes.
• Associate Leadership — Responsible for hiring and training execution; recruits and on-boards new associates; coaches and holds staff accountable; ensures compliance with employment laws and company policies.
• Safety and Compliance — Adheres to regulatory requirements (food safety, USDA/COOL, DOA); manages recalls; fosters a safety culture; ensures safety training and PPE usage; monitors equipment and safety hazards.
• Disclaimer — Performs other job-related duties as assigned.

• Education — High School Diploma or Equivalent;
  Bachelor’s Degree in Business or related field preferred.
• Experience — Supervisory experience required; 3-6 years minimum (or 1-5 years minimum as applicable).
• Skills — Proficient with computer applications; strong customer service and interpersonal abilities; ability to obtain Food Safety Certification within 180 days.
• Language — English;
  English and Spanish preferred.
• Other — Authorization to work in the United States; successful pre-employment drug test and background check; ability to work varied shifts; ability to lift up to 70 lbs; safety training as required.

Retail – Location Management:
Physical demands include standing, walking, lifting up to required weights, climbing, working in various indoor/outdoor conditions; use of equipment and exposure to typical store hazards. Travel:
Occasional overnight travel.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Other
• Industries:
  Retail

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