Customer Service Manager

Category/Area of Expertise: Retail Operations

Job Requisition: 491591

Address: USA-RI-Westerly-149 Franklin Street

Store Code: Human Resources - Brands (5148912)

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 compliance; lead recruitment, hiring, and new hire orientation; maintain high talent levels.
• People Development and Diversity: Direct, oversee, and evaluate training completion; monitor and evaluate associate performance; foster a culture of diversity and inclusion; 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 promptly and effectively.
• Customer Service Excellence: Cultivate a culture of excellence; ensure customers experience a well‑stocked store with the freshest product offerings; support team training to deliver exceptional service.
• Operational Efficiency: Monitor and analyze key performance metrics; identify opportunities for process optimization; 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 safe working environment.
• Community Engagement: Actively engage with the local community; develop and maintain positive relationships with community organizations, schools, and stakeholders; coordinate and participate in community events and charitable initiatives.

• 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 experience.
• Highly motivated, results‑oriented self‑starter with a proven track record of success.
• Strong influencing and communication skills across functions.
• Excellent multitasking, prioritization, and management of multiple responsibilities.
• Demonstrated leadership and management skills, inspiring teams to achieve goals.
• Exceptional written and verbal communication skills with customers, team members, and stakeholders.
• High level of customer service skills and genuine passion for exceeding expectations.
• Creative and strategic thinking abilities for innovation and continuous improvement.
• Effective organizational and time management skills for efficient operations.
• Ability to work flexible hours, including weekends and holidays.

• Culture committed to celebrating diverse backgrounds and experiences.
• Comprehensive benefits.
• Opportunities for professional development and career growth.
• Associate discounts.
• Team of associates dedicated to serving local customers and supporting communities.

If you are passionate about customer service, thrive in a dynamic environment, and are committed to making a difference, we invite you to apply.

Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.