Customer Service Manager

C&S Wholesale Grocers•Menasha, WI

3d•Onsite

About The Position

The Customer Service Manager is responsible for directing and supervising all functions and activities of front-end department personnel to achieve the sales and profit goals established for the department; to ensure that the work shifts of all department personnel contribute to the financial best interests of the store. This role cultivates and maintains customer service at the front-end, attention to associate appearance and behavior, as well as maintaining acceptable service levels. The manager reacts to all customer concerns quickly and effectively while following SOPs to provide the best experience possible. They control store shrink by monitoring cashier product handling as well as cashier ringing/scanning techniques, file maintenance performance, and ensuring shrink control procedures. This role is also responsible for the selection, training, development, and scheduling of front-end associates, completing all necessary paperwork relating to the Department, and ensuring a clean and safe environment for associates and customers by enforcing proper safety, sanitation, and operations policies. The Customer Service Manager is responsible for all training, monitoring, and compliance of regulatory and legal aspects such as alcohol and tobacco, food stamps, and WIC. They maintain supplies for the front-end, place orders when needed, and keep inventory of items such as receipt tape, paper/plastic bags, paid stickers, rain check slips, etc. The manager performs self-internal audits to ensure adherence to all policies and procedures and finishes and retains reports/ logs needed for store audit and state inspection purposes. They also perform tasks as assigned by the Store Manager or Assistant Store Manager.

Requirements

Working knowledge of all aspects of front-end operations, as well as the ability to make decisions and provide effective leadership.
Basic computer skills
Very strong customer service skills, communication, management/leadership skills, strong decision-making skills, conflict management, and the ability to manage multiple tasks
Occasional amounts of walking, balancing, and kneeling
Frequent amounts of pushing and pulling loads up to 35 lb, crouching, and feeling
Constant amounts of standing, lifting and carrying loads up to 40 lb, stooping, reaching, handling, talking, and hearing
Occasional work in a variety of temperatures
Operation of Cash Register or EZ-Scan, Scanner, Computer, Telephone System, Scale, Currency Counter, Calculator
Working knowledge of all store systems, including POS, receiving, payroll, and scheduling, pallet jack certification, etc.
Ability to read, write, and perform basic math functions
Handle money, checks, and other media, and distinguish between various forms of currency
1-3 years of previous retail experience in the area of the front end preferred
High School Diploma - General Studies

Responsibilities

Cultivates and maintains customer service at the front-end, attention to associate appearance and behavior, as well as maintaining acceptable service levels
Reacts to all customer concerns quickly and effectively while following SOPs to provide the best experience possible
Controls store shrink by monitoring cashier product handling as well as cashier ringing/scanning techniques, file maintenance performance, and ensuring shrink control procedures
Selection, training, development, and scheduling of front-end associates
Complete all necessary paperwork relating to the Department
Ensures a clean and safe environment for associates and customers by enforcing proper safety, sanitation, and operations policies
Responsible for all training, monitoring, and compliance of regulatory and legal aspects such as alcohol and tobacco, food stamps, and WIC
Maintains supplies for front-end, places orders when needed, and keeps inventory of items such as receipt tape, paper/plastic bags, paid stickers, rain check slips, etc
Performs self-internal audits to ensure adherence to all policies and procedures
Finish and retain reports/ logs needed for store audit and state inspection purposes
Perform tasks as assigned by the Store Manager or Assistant Store Manager