Customer Service Manager

5 days ago

Bel Air, Maryland, United States Wawa Full time
Job Description

The Customer Service Supervisor is a key role within the Wawa organization, responsible for ensuring the smooth operation of our stores when a senior manager is not present. This individual will provide assistance to store management in areas such as customer service, product availability, safety, shift management, and vendor care.



Key Responsibilities:


  • Ensure exceptional customer service is delivered by responding to customer inquiries, soliciting feedback, and resolving issues in a timely and courteous manner.
  • Participate with the store management team to improve store performance in areas of sales, controllable expenses, merchandising, marketing, associate retention, and associate training.
  • Provide direction, motivation, and coaching to associates during their shifts to ensure a positive and productive work environment.
  • Ensure the execution of all customer service programs and processes, including safety, security, quality, and store operations policies and procedures.
  • Responsible for cash processes, including deposit preparation, lottery, gift cards, and checks, as well as maintaining accurate article-level inventory and performing cycle counts.
  • Check in vendors and recognize associates for their accomplishments and contributions to the team.


Requirements:


  • Ability to work well individually and as part of a team.
  • Excellent oral and written communication skills.
  • Excellent customer service skills.
  • Ability to work with little or no supervision.
  • Excellent relationship-building and leadership skills.
  • Detail-oriented and excellent organizational skills.
  • Ability to defuse issues using de-escalation and problem-solving techniques.
  • Proven self-starter with demonstrated ability to make decisions.
  • Ability to learn and utilize store technology.
  • Must be able to perform physical behaviors repetitively throughout a shift, including standing, walking, handling, reaching, and grasping.
  • Must be able to perform physical behaviors frequently throughout a shift, including reaching above the shoulder, reaching below the waist, pushing buttons, bending, stooping, squatting, crouching, kneeling, and pushing.
  • Must be able to lift and carry up to 35 pounds.
  • Must have reliable transportation.
  • Must be at least 18 years old.
  • Ability to direct others and prioritize tasks.
  • High school diploma or equivalent required.
  • Ability to work 35-40 hours per week.
  • Experience implementing change and demonstrated results in execution.
  • Flexible availability, including all shifts, weekends, and holidays.
  • Leadership experience required, with experience in a fast-paced retail or food service environment preferred.
  • Experience training, sales building, managing expenses, and food service menu planning.
  • Experienced in all areas of store operations, including food service.
  • Experience leading, developing, and selecting teams preferred.
  • Proven and consistently demonstrated skills in customer service, relationship building, and effective communication.


Benefits:

Eligible Wawa Associates will receive a comprehensive benefits package, including health benefits, ESOP, 401(k), education assistance program, store discounts, paid time off, and access to other benefit and wellness programs.



Wawa is an equal opportunity employer and values diversity and inclusion in the workplace. We recruit, hire, promote, and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation, gender identity, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status, or any other characteristic protected by law.



Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at asc@wawa.com or 1-800-444-9292.

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