Customer Service Manager

C&S Wholesale Grocers • Menasha, WI

5d • 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.
• Ability to make decisions and provide effective leadership.
• Basic computer skills.
• Very strong customer service skills.
• Strong communication skills.
• Strong management/leadership skills.
• Strong decision-making skills.
• Conflict management skills.
• 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.
• Ability to read, write, and perform basic math functions.
• Handle money, checks, and other media, and distinguish between various forms of currency.
• High School Diploma - General Studies.

Nice To Haves

• 1-3 years of previous retail experience in the area of the front end.

Responsibilities

• Directing and supervising all functions and activities of front-end department personnel to achieve sales and profit goals.
• Ensuring work shifts of department personnel contribute to the financial best interests of the store.
• Cultivating and maintaining customer service at the front-end.
• Monitoring associate appearance and behavior, and maintaining acceptable service levels.
• Reacting to customer concerns quickly and effectively while following SOPs.
• Controlling store shrink by monitoring cashier product handling, cashier ringing/scanning techniques, and file maintenance performance.
• Ensuring shrink control procedures are followed.
• Selection, training, development, and scheduling of front-end associates.
• Completing all necessary paperwork relating to the Department.
• Ensuring 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 (alcohol and tobacco, food stamps, WIC).
• Maintaining supplies for front-end, placing orders when needed, and keeping inventory of items.
• Performing self-internal audits to ensure adherence to all policies and procedures.
• Finishing and retaining reports/logs needed for store audit and state inspection purposes.
• Performing tasks as assigned by the Store Manager or Assistant Store Manager.

Benefits

• Equal Opportunity Employer status.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED