Customer Service Operations Manager

2 weeks ago

Raleigh, North Carolina, United States Farm Boy Full time


At Farm Boy, we are dedicated to crafting an enjoyable and fresh shopping experience for everyone. Whether you are part of our team or visiting as a customer, we are committed to delivering a unique fresh food shopping atmosphere and fulfilling our promises.

As we expand across Ontario, Farm Boy is eager to welcome new team members who share our enthusiasm for providing the finest fresh shopping experience.

Position Overview: This role is accountable for ensuring that all departmental and store objectives, as outlined by the Store Manager, are achieved and surpassed. You will oversee the daily management of specific departmental functions, including procurement, product presentation, workforce scheduling, and customer relations.

The execution of these responsibilities must reflect a commitment to quality service for all employees, customers, and suppliers. All tasks should be carried out in alignment with the Farm Boy Way.

Key Responsibilities:
Deliver exceptional customer service and uphold Farm Boy's vision of the premier fresh shopping experience.

Collaborate with the Store Manager and the Front-End Specialist to implement strategies aimed at successfully meeting established goals and targets while overseeing systems, programs, and initiatives.

Foster team development through interviewing, training, performance reviews, coaching, motivation, and recognition, all while maintaining a high level of confidentiality and trust.

Ensure consistent and effective communication to guide the service team, including one-on-one coaching, performance metrics, product identification (codes), and adherence to corporate policies and procedures.

Protect Farm Boy's financial data, manage safety protocols, maintain documentation, and uphold the integrity of individual front-end staff (e.g., overseeing refunds, cashiers' over/short reports, auditing floats).

Ensure compliance with government regulations and corporate health and safety standards.
Participate in store coverage rotation as a Manager on Duty (e.g., opening/closing the store, emergency alarm system support) as directed by the Store Manager.

Supervise departmental staff and be accountable for departmental performance, including customer service at cash registers, cart retrieval, overrides, and overall cleanliness.

Schedule staff and verify attendance and payroll records.
Manage the Floral Department (e.g., product presentation, ordering, inventory, and financial oversight).
May be asked to perform other related duties periodically.

Qualifications: Typically requires completion of a post-secondary program with a focus on business, along with a minimum of 3 years of progressively responsible supervisory or management experience in a similar capacity, or an equivalent combination of education and experience.

Successful completion of a Public Health Food Handler certification, Smart Serve, and Level A First Aid and Basic CPR certification, or the commitment to complete these within 6 months.

Excellent organizational and interpersonal skills, along with precise mathematical and analytical abilities.
Clear and effective communication style, both written and verbal.
Sound judgment and decision-making skills when interacting with customers and Farm Boy team members.
Ability to learn manual and automated systems/tools.
Proficient in working in a fast-paced environment while maintaining priorities and a high level of performance.
Flexible schedule, including weekends, evenings, and holidays.
Fluency in English and French is considered an asset.

Work & Sensory Environment:
Providing service to multiple individuals or departments while managing several simultaneous deadlines.
Required to stand and walk for extended periods during shifts.
Required to lift, carry, or handle heavy objects.
Additional Information: Accommodation is available upon request for applicants and employees with disabilities.

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