Customer Service Manager

2 days ago

Worcester, Massachusetts, United States Price Chopper Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Manager to join our team at Price Chopper. As a key member of our store operations team, you will be responsible for ensuring that our customers receive exceptional service and that our store operations run smoothly and efficiently.

Key Responsibilities
  • Ensure that all customer service standards are met, including providing fast, friendly, and efficient service to customers.
  • Oversee the Front End operation, including customer service desk, register checkouts, vestibule, parking lot/sidewalk, break-rooms, bathrooms, and bottle return areas.
  • Ensure that all Front End and Office policies and procedures are adhered to.
  • Assist the Store Manager with budgeting and financial goals of the Front End area, including payroll, wrap, over/shorts, cashier training, and miscellaneous office incomes.
  • Ensure that all associates provide the highest level of customer service, according to 5S standards, at all times.
  • Ensure that all associates are aware of shrink-related items and how to control them.
  • Maintain a neat, clean, and organized workstation, according to 5S standards, at all times.
  • Provide proper training, scheduling, and supervision of all Front End, Office, Customer Service, and Bottle associates for excellent customer service.
  • Responsible for providing a safe environment for associates and customers at all times.
  • Ensure that all Front End, Customer Service, Back Office, and Bottle customer courtesy and service standards are met at all times through proper training and scheduling of these areas.
  • Ensure policy and procedures are followed in regards to systems (i.e. FDS, X-CPS).
  • Ensure that all Front End associates are following company dress code.
  • Ensure that all cash and other asset controls and procedures are followed.
  • Ensure that each Front End associate is properly trained and maintains proper training evaluation.
  • Buddy training summary, CBT scores, evaluations, coaching, and counseling.
  • Ensure that all pricing errors are accurately recorded and given to the proper associate immediately for follow-through.
  • Ensure that all Front End supplies are ordered and that inventory controls are adequate to meet requirements and control expenses.
  • Responsible to meet or exceed financial aspects of the Front End, Office, and Bottle departments in the areas of Front End CTO, Cashier Training, and miscellaneous office income.
  • Ensure that the Front End, Bottle, Customer Service, and Office areas are maintained in accordance with corporate and state sanitation regulations, including restrooms.
  • Ensure that all associates reporting to the Front End operation consistently work within company efficiency standards.
  • Ensure that associates adhere to Front End and Office mission statements at all times.
  • Ensure that all company programs are implemented and communicated to all Front End associates.
  • Acts as the first level of support to the Customer Service area for problem determination.
  • Manage the Front End Supervisors and Office Supervisors to ensure job knowledge and bench strength is met for the needs of the store.
  • Perform other related duties as assigned by management and adhere to all company policies and procedures.
Requirements
  • Must be at least 18 years of age.
  • Ability to manage others and demonstrate follow-through to achieve desired results and objectives.
  • Strong Communication Skills.
  • Basic Literacy.
  • Basic Computer Skills.
  • Satisfactory Performance Reviews.
Education and Experience
  • High School Degree or equivalent.
  • 3+ years of related experience.

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