Assistant Manager of Customer Service

2 weeks ago

Westwood, Massachusetts, United States Roche Bros. Supermarkets Full time

Position Overview:

The Assistant Manager of Customer Service plays a pivotal role in supporting the front end by aiding the Customer Service Manager in supervising daily operations and ensuring customer satisfaction. This position is essential in fostering skill development and providing on-the-job training for all front end associates. The individual will uphold established company policies and standards to guarantee compliance with programs, procedures, and policies.

Compensation:
Pay for this role begins at $30.78 per hour.

Minimum Qualifications:

1. A strong passion for people and a commitment to delivering exceptional customer service.
2. Proven experience with company training initiatives.
3. Ability to take initiative, work independently, make informed decisions, and utilize sound judgment to address challenges.
4. Detail-oriented, organized, confident, and possessing excellent communication skills.
5. Demonstrated capability to collaborate with individuals from diverse backgrounds and levels of authority to achieve company objectives.
6. ServSafe certification is required.
7. Compliance with federal, state, and local age regulations regarding the sale of alcohol and tobacco.
8. Proficiency in reading, writing, speaking, and understanding English.
9. Flexibility to work a schedule aligned with the business needs of the store.
10. Familiarity with computer programs and applications relevant to front end operations.
11. Authorization to work in the U.S. is mandatory.

Key Responsibilities:
The essential functions of this role include, but are not limited to:

1. Upholding the company’s image as a service-oriented establishment where every associate greets, assists, and thanks customers in a courteous and professional manner. Address customer complaints to ensure complete satisfaction.
2. Foster an open-door environment that promotes high associate morale and outstanding customer service. Strive to achieve the highest associate morale in the industry through a management style that is Respectful, Supportive, and Team-Oriented (RSTO).
3. Adhere to the Golden Rule and collaborate with associates to build a strong customer service team.
4. Provide support and guidance to all customer service associates to ensure a well-organized and efficient front end.
5. Ensure all new customer service associates complete onboarding and receive adequate training on departmental goals and expectations.
6. Promote high associate morale by treating all team members fairly and consistently.
7. Assist in scheduling work to meet service standards while adhering to budgeted payroll and wage regulations.
8. Oversee the prompt and accurate checkout process for customers.
9. Ensure compliance with company policies and all applicable state and federal laws.
10. Collaborate with the customer service manager to minimize expenses and control shrinkage.
11. Communicate needs and issues to the customer service manager and work with the management team to enhance departmental performance.
12. Recognize outstanding associate performance and assist in coaching to improve areas needing attention.
13. Ensure adherence to company standards for cleanliness, safety, and proper food handling practices.
14. Perform other duties as assigned by management.

Secondary Functions:
1. Understanding of Point-Of-Sale systems with the ability to troubleshoot technical issues.

Physical Demands:
The physical requirements of this position may include:
- Carrying and lifting up to 50 lbs, pushing and pulling up to 250 lbs, kneeling, crouching, crawling, sitting, and reaching overhead.
- Standing and walking on tile or concrete floors, handling, talking, seeing, and hearing.

Working Conditions:
The work environment is primarily indoors, with potential exposure to outdoor conditions that may include cold or hot temperatures, as well as wet or humid conditions.

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