Customer Service Manager

Sendik's Food Market•Brookfield, WI

10d•Onsite

About The Position

The Customer Service Manager will be responsible for modeling and promoting Sendik’s culture by consistently providing “best in class” service to our guests. The main responsibility of the Customer Service Manager is to oversee office tasks, associates, customer satisfaction and standards for Customer Service. In addition, the Customer Service Manager plays a critical role in ensuring goals and metrics are consistently met throughout the department. As a part of Sendik's leadership team, the Customer Service Manager must demonstrate accountability, strong team management skills and hands-on involvement, both on the floor and with the team.

Requirements

Must be a minimum of 18 years of age due to handling wine and spirits
Prior experience in customer service, cash handling and leadership experience is required
Ability to successfully lead, coach, train, develop and motivate a team
Ability to provide clear direction and delegate responsibilities to a team after determining department needs
Strong understanding of department financials and the ability to manage budgets to meet financial goals
Ability to quickly adapt to changing conditions, priorities and circumstances
Ability to maintain composure, meet deadlines and work effectively under pressure
Ability to work effectively in a fast-paced environment
Excellent communication, organizational and planning skills
Ability to make independent decisions regarding department needs and priorities
Strong verbal and written communication skills
Strong sense of urgency, time management, prioritization and multitasking skills
Strong computer skills, working knowledge in Microsoft Office product suite and Google Products
Excellent attention to detail
Excellent problem-solving and conflict resolution skills

Responsibilities

Serve customers while modeling Sendik’s culture and providing “best in class” customer service, which includes, greeting, engaging, delighting and thanking every guest for their business
Provide consistent, timely and friendly customer service when answering questions, making suggestions and resolving complaints
Encourage customers to participate in our monthly charity partnerships and Red Bag Rewards program
Manage all areas of Customer Service, consistently leading by example and applying effective management techniques
Assist with opening and closing duties including, but not limited to, unlocking registers, balancing safe, reviewing daily schedule, settling drawers, and completing cleaning lists
Assist with completing lane audits by reviewing register balances to make sure all transactions are entered and accurate; investigate any discrepancies as they arise
Assist with monetary needs including, but not limited to, placing daily change orders, bank deposits and petty cash
Review lottery ticket stock to confirm accurate inventory count; investigate any discrepancies as they arise
Assist with reviewing daily punches and making corrections as needed
Manage office supply ordering and inventory
Schedule break/meal times to ensure coverage throughout the day
Assist with answering phones and transferring calls
Oversee, manage and train associates; including, but not limited to coaching, performance improvement, recognition, 1:1 meetings and feedback
Create and maintain schedule; including schedule changes and time-off requests
Communicate with Store Director/Assistant Store Director in regards to department conditions, associate relations, department hiring needs, associate accidents and other concerns as needed
Attend store-level management meetings
Participate in additional training and leadership activities as directed
Assist with store promotional sales events as needed
Maintain a clean and safe work environment by adhering to safety/sanitation regulations and procedures
Assist with all other Customer Service duties as needed