Customer Service Manager

Responsibilities

• Provides direct leadership to the front end department crew members, including planning and assigning work, conducting performance evaluations, coaching sessions, and administering discipline when needed, providing training and development opportunities, rewarding crew members, addressing complaints and resolving problems.
• Actively participates, trains and mentors front end department crew members to enthusiastically provide outstanding guest service during their checkout experience. Demonstrates, communicates, and coaches guest service expectations to all crew members by setting and leading the example.
• Manages the training process for all new front end crew members through their probationary period, including completion of onboarding activities and department‑specific training videos on the in‑house LMS. Completes and submits documentation to Human Resources, including Fresh Sheets and New Hire Training Guides.
• Ensures execution of all company programs and corporate promotions at store level by working directly with the Front End Operations Specialist.
• Maintains a consistent presence in the Front End and is present during peak hours to ensure the queue of 3 service level standard.
• Follows “opening sequence” expectations (express and main‑line alternating).
• Responsible for effective utilization of labor management tools and for meeting and exceeding department labor goals and guest care standards.
• Creates and maintains weekly and daily schedules and makes changes as necessary to ensure the needs of the business are met efficiently and effectively. Ensures breaks and lunches are scheduled in a timely manner with consideration of the needs of the business and in accordance with current labor laws and union guidelines.
• Coaches and cross‑trains Assistant GSM and PICs in every aspect of GSM role, ensuring their ability to transparently assume the GSM role in the absence of the GSM.
• Maintains inventory of all departmental supplies.
• Manages loss prevention efforts for the department in order to minimize losses and to ensure safe shopping and working conditions.
• Maintains an open door of communication with crew members. Communicates expectations and all essential information to crew members and follows up by inspecting what is expected. Utilizes the Front End communication book effectively and follows up to make sure crew members are utilizing the communication book.
• Maintains accurate records for damaged/spoiled merchandise in accordance with company policies and procedures.
• Complies with all food and workplace safety rules and regulations.
• Ensures safety, cleanliness, and sanitation of work area and equipment.
• Works towards acquiring product knowledge within all departments in order to respond to guest questions and provide informative information about merchandise.
• Stays updated on weekly specials, coupons and other company promotions that encourage an environment that delights guests.
• Works in and cultivates a team‑oriented work environment that inspires collaboration and cooperation.
• Store is open seven days a week and may require weekend, holiday and shift work.

• 2 years department operations experience or equivalent education to be knowledgeable and familiar with the nature and duties of every position within the department.
  • Business management degree preferred.
  • Must have the ability to teach all fundamentals of the front end department operations.
  • Knowledge of fundamental management concepts, practices and procedures related to guest service and retail operations.
  • Ability to follow instructions and procedures for proper handling of cash register, payment terminal and other check stand machinery.
  • Strong work ethic with ability to follow instructions and procedures applying effective time management skills.
  • Ability to comprehend, interpret and analyze instructions, correspondence, government regulations, financial reports, legal documents, packing lists, manifests, pick sheets/fulfillment orders, inventory count sheets, movement/volume reports.
  • Proven success with mentoring, motivating and leading a team.
  • Math skills necessary, but not limited to: the ability to add, subtract, multiply…