Retail Customer Support Manager

1 week ago

Chelmsford, Massachusetts, United States Hannaford Supermarkets Full time

Position Overview:

As a vital member of our team, the Customer Service Operations Supervisor plays a key role in ensuring exceptional service delivery and operational efficiency at our retail location. This position is designed for individuals who are passionate about customer engagement and team leadership.


Key Responsibilities:
  • Adhere to and enforce all company policies and established protocols.
  • Maintain a professional appearance and adhere to the company's grooming standards.
  • Allocate specific tasks to front-end and service desk associates during non-peak times as outlined in the Service Leader Assignment Sheets.
  • Participate in special projects and undertake additional responsibilities as directed by management.
  • Uphold and promote all safety standards within the workplace. Report any necessary equipment repairs or maintenance needs promptly.
  • Monitor security measures by remaining vigilant and aware of customer behaviors. Report any suspicious activities to management or security personnel.
  • Ensure the front-end cash drawer is secured when unattended, safeguarding company assets at all times.
  • Maintain cleanliness and sanitation standards in accordance with store policies and health regulations consistently.
  • Regularly perform cashier and bagging duties as required.
  • Carry out service desk and kiosk functions, and if trained, bookkeeping tasks.
  • Execute all other duties as assigned.

Qualifications:
  • Strong communication and customer service skills.
  • Must meet the minimum age requirement for specific job functions.
  • Proven ability and willingness to learn various tasks and technical aspects of the role.
  • Demonstrated capability to fulfill the technical requirements of cashier and service desk roles.

Physical Requirements:
  • Ability to perform repetitive hand and arm movements while standing or walking for extended periods.
  • Capable of bending and lifting items weighing up to 15 pounds consistently, 25 pounds frequently, and 50 pounds occasionally.
  • Ability to push or pull weights up to 75 pounds when necessary.
  • Willingness to work in various weather conditions as required.
  • Ability to gather and transport multiple shopping carts to designated areas.
  • Capable of handling various substances related to cleaning and packaging materials.
  • Adequate visual acuity to verify identification, checks, invoices, and other documentation.

Preferred Qualifications:
  • Foster customer satisfaction by delivering high-quality service and resolving issues efficiently.
  • Manage effective work schedules for front-end and service desk associates to optimize customer experience.
  • Handle cash pickups and change orders as needed, ensuring accurate logging.
  • Verify customer identification and adhere to store policies regarding the acceptance of checks and the sale of age-restricted products.
  • Provide hassle-free refunds while adhering to applicable guarantees.
  • Supervise the performance of front-end and service desk associates as directed by management.
  • Treat all associates with respect and fairness, recognizing achievements and providing constructive feedback when necessary.
  • Must be able to meet the physical demands of the position, with or without reasonable accommodations.


Hannaford Supermarkets is committed to providing equal employment opportunities to all associates and applicants without regard to race, religion, color, sex, age, veteran status, national origin, sexual orientation, gender identity, disability, or any other characteristic protected by law.

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