Customer Service Manager

Customer Service Manager – Stop & Shop

Location:

Marstons Mills, MA

Pay Range: $64,800.00 – $97,200.00 per year

As a leader in the retail grocery industry at Stop & Shop, we are committed to feeding all the important moments in our customers’ lives. We seek 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 and continuous improvement
• Effective organizational and time management skills to ensure efficient operations
• Ability to work flexible hours, including weekends and holidays