Customer Service Manager

Location: Bridgewater, MA (Bridgewater Broad Street, Campus Plaza Rte. 18)

Job Description

 

Job Title:         Customer Service Manager  

Department:   Customer Service

Reports To:     Store Manager or Assistant Store Manager

 

 

Job Purpose:

 

To manage the daily front end operations of the store; to ensure customer satisfaction by providing skill development and on-the-job training for all front end associates; operating the customer service department with the highest level of quality service by creating a pleasant and friendly atmosphere and treating each and every customer like one of the family.

 

 

Initial Minimum Qualifications:

 

  1. Must be 21 years of age;
  2. High school diploma or equivalent;
  3. Successful experience in the front end operation.
  4. Complete training in the front end operation.
  5. Ability to display initiative and work with limited supervision.
  6. Ability to make decisions and provide direction.
  7. Must be a leader and a teacher; able to develop associates to their fullest potential, and able to accomplish various goals through others.
  8. Must be organized, self-confident, and committed to excellence.
  9. Must demonstrate excellent communication skills.
  10. Must be Servsafe certified.
  11. Must be able to read and write English adequately.
  12. Ability to speak, understand and follow English instructions.       

 

Primary (Essential) Job Functions:

 

The list of essential functions is not exhaustive and may be supplemented as necessary by the company.

 

  1. Provide an open door atmosphere conducive to high associate morale and excellent customer service.  Achieve the highest associate morale in the industry by managing in a style that is Respectful, Supportive and Totally Team Oriented (RSTO).
  2. Commit to the “golden rule” and work with other associated to build a strong customer service team.
  3. Promote the company image as a service-oriented operation where every associate will greet, assist, render efficient service and thank customers in a prompt, courteous, friendly, and business-like manner.
  4. Ensure the department achieves the standards of performance as outlined in the work plan.
  5. Possess good communication skills and the ability to conduct and facilitate department meetings.
  6. Ensure all new customer service associates receive proper review and training of job descriptions, goals, and objectives.
  7. Ensure fair and consistent treatment in administering discipline to promote high associate morale.
  8. Responsible for inventory, security and expense control of the department.
  9. Ensure company standards of safety, proper food handling practices, sanitation, and productivity are achieved.
  10. Practice the “Cleaner’s Creed” and proper sanitation procedures.
  11. Resolve customer complaints to the full satisfaction of the customer.
  12. Guarantee the best-trained customer service team in the industry.  Train and develop associates in accordance with company policy and procedures.
  13. Individual successful completion of the passbook training within 60 days of entering the department.
  14. Responsible for department associates’ successful completion of the passbook training within the first 60 days of their entering the department.
  15. Plan work schedules and breaks for all front end associates; achieve payroll consistently by scheduling within budget.
  16. Ensure all wage and hour policies and regulations are adhered to.
  17. Maintain accurate records (i.e., time off book, schedule, pick-up sheets, time and amounts).
  18. Minimize all department expenses without compromising department conditions or customer service level. (i.e., payroll, supplies, insurance cost).
  19. Delegate and use initiative, ingenuity, and good judgment to act on opportunities and solve problems.
  20. Ensure associates are updated on all produce and any other codes.
  21. Enforce proper scanning and bagging procedures.
  22. Communicate all price discrepancies to manager and/or department managers.
  23. Consistently demonstrate good judgment and the ability to maintain composure and professionalism in stressful situations.
  24. Enforce company policies, including but not limited to, purchase policy, proper register operations, voids, and check acceptance.
  25. Oversee and ensure prompt, efficient and accurate check out of customers.
  26. Provide support and direction to all customer service associates to ensure a well-disciplined, smooth operating front end (i.e., supply change when needed, handle problems referred by cashiers and service clerks, etc.).
  27. Assign tasks to all front end associates daily during “down time”.  Follow up on completion of tasks.
  28. Ensure compliance with company policies and procedures, thus compliance with all state and federal laws applicable to our industry (such as labor/scheduling violations, dress code requirements, “cleaner’s creed”, associate shopping policies, parking rules, safety awareness, regulations).
  29. Participate actively in controlling shrink (such as cash handling, pick-ups, over/short, security, shoplifting, short-ringing, product handling, returns, prevent damage).
  30. Oversee and ensure prompt, efficient and accurate check out of customers.
  31. Provide support and direction to all customer service associates to ensure a well-disciplined, smooth operating front end (i.e., supply change when needed, handle problems referred by cashiers and service clerks, etc.).
  32. Assign tasks to all front end associates daily during “down time”.  Follow up on completion of tasks.
  33. Communicate needs and problems to store manager and cooperate with store manager and department specialists to optimize the performance of the department.
  34. Delegate and use initiative, ingenuity, and good judgment to act on opportunities and solve problems.
  35. Ensure sales and work area is swept clean, orderly and free from safety hazards; report any hazards to management.
  36. Exercise proper safety practices when lifting or moving product or using equipment.
  37. Be sure to operate and clean department equipment and tools.

 

 

Secondary Job Functions:

 

1.      Knowledge of the front end computer systems to troubleshoot and resolve problems.

2.      Follow through on all new programs and policies and stay current with changes in policies and procedures.

3.      Ensure that associates understand company policies and procedures throughout the department and set an example which exhibits these policies.                                                

5.      Work with front end associates to correct areas of performance that need attention; identify problems and make recommendations to the store manager as appropriate.

6.      Present favorable impression in dress, personal hygiene, and a business attitude and professional image at all times.

7.      Notify management of associate theft, customer shoplifting, unauthorized mark downs or property defacement.

8.      Other duties as assigned by management.

 

 

Job Standards:

 

Increase customer confidence in the front end operation by providing consistent operating conditions, courteous and prompt service, and a friendly atmosphere according to company standards.  Serve as a responsible business role model and support established company policies and standards while fulfilling the duties of a customer service manager.