Customer Service Operations Manager

4 weeks ago

Manchester, New Hampshire, United States Hannaford Supermarkets Full time
Job Summary

As a Customer Service Operations Manager at Hannaford Supermarkets, you will be responsible for managing retail operations for assigned departments, making decisions that impact store associates, merchandise quality, and customer service. You will build associate and customer relations, promote a strong company culture, and ensure store conditions are maintained at the highest level. This role requires excellent interpersonal, customer service, and communication skills, as well as the ability to lead and manage associates throughout multiple departments.

Key Responsibilities

  • Foster a positive and inclusive environment to retain associates and customers.
  • Ensure all quality standards are met.
  • Manage department operations in accordance with established practices.
  • Ensure department appearance and presentation are maintained.
  • Hire, train, and develop associates to meet department needs.
  • Attain departmental financial objectives.
  • Supervise performance of all duties and responsibilities of assigned department associates.
  • Role model outstanding customer service.
  • Use good judgment in delegation, assignment, and follow-up required for efficient department performance.
  • Ensure accurate records of production, shrink, sales, and inventory are maintained.
  • Meet physical requirements of the position, with or without reasonable accommodations.
  • Provide recognition of accomplishments and offer constructive counseling when necessary.
  • Treat all co-workers with fairness, dignity, and respect.
  • Ensure department associates are properly trained by certified trainers.
  • Ensure all company policies and procedures are followed.
  • Develop product knowledge in all areas of assigned departments.
  • Use RF units as needed.
  • Retrieve and organize assigned departments' product loads.
  • Assist in effectively ordering and maintaining inventory control to maximize sales and limit shrink issues.
  • Conduct performance appraisals on all department associates according to company standards.
  • Maintain effective work schedules to meet production and customer service standards, as well as associate personal needs.
  • Understand and use company tools such as MPP, financial reports, scheduling, ordering, and business information systems.
  • Ensure operational and merchandising standard practices are followed to maximize profitability, paying special attention to priority categories.
  • Maintain solid communication in the department and throughout the organization.
  • Observe and ensure compliance with company security, safety, and food safety standards.
  • Understand the causes and means for resolving and limiting shrink.
  • Have a total understanding of the department's standard practice manual and program manuals for each assigned department's program.
  • Perform all other duties as assigned.
  • Strong understanding of store operations and total store merchandising techniques.
  • Excellent interpersonal, customer service, and communication skills.
  • Excellent organizational skills and a demonstrated ability and willingness to learn multiple tasks and technical requirements of the job.
  • Demonstrated good judgment solving problems, making decisions, handling complaints, arbitrating disputes, and resolving grievances.
  • Desire and ability to lead and manage associates throughout multiple departments.
  • Department Manager or equivalent experience required.
  • College degree or equivalent preferred.
  • Must be accredited by the National Registry of Food Safety Professionals or similar accrediting organization as a 'Certified Food Safety Manager' or will be required to attend company-provided training and have the ability to achieve accreditation within the first 90 days of employment. Accreditation must be maintained while employed in a position requiring accreditation.
Physical Requirements

  • Ability to use computers and other communication systems required to perform job functions.
  • Lift up to 20 lbs. regularly, including overhead lifting, and up to 60 lbs. occasionally. Push/pull up to 40 lbs. regularly.
  • Meet established volume and fixed activity standards.
Preferred Requirements

  • Assist in attaining financial objectives: sales, payroll percent, gross margin, shrink, MPP net percent effectiveness, and control of other expenses.
  • Ensure all company policies and procedures are followed.
  • Foster a sales-driven, consumer-focused culture through relationship building and promoting an atmosphere of enthusiastic customer awareness.
  • Treat all associates with fairness, dignity, and respect. Provide recognition of accomplishments and offer constructive counseling when necessary.
  • Ensure the maintenance of the store's appearance and presentation and ensure quality conditions of all products.
  • Manage performance of duties and responsibilities of all assigned department associates.
  • Make hiring, training, and performance management recommendations for assigned department associates.
  • Support the development needs of assigned department associates.
  • Use good judgment in the delegation, assignment, and follow-up required for the efficient performance of the store.
  • Observe and ensure compliance with company security, safety, and food safety standards.
  • Maintain techniques and layouts of merchandise consistent with the corporate merchandising philosophy.
  • Complete understanding of the causes and means for resolving inventory shrink issues in the assigned departments.
  • Understand the use of company tools such as MPP, financial reports, scheduling, ordering, and business information systems.
  • Have a solid understanding of standard practices for all departments.
  • Maintain solid communications with the management team, all associates in the store, and throughout the organization.
  • Treat all store information as strictly confidential.
  • Perform all other duties and projects as assigned.
  • Must be able to meet physical requirements of the position, with or without reasonable accommodations.

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