Adams Customer Service Manager - Deep River

Adams Hometown Markets•Deep River, CT

About The Position

The Customer Service Manager leads and oversees the customer service team to ensure exceptional service delivery and customer satisfaction. The role analyzes customer feedback to drive continuous improvement and enhance the overall customer experience. It manages day-to-day operations, develops customer service policies and procedures, and implements a customer strategy aligned with company values and goals. The manager monitors team performance and customer interactions, resolves escalated issues, builds relationships with key customers, coordinates with cross-functional teams, and reports findings to senior management. The role also schedules personnel to meet customer demand while maintaining company budgets and adhering to safety standards. This position has a 45-hour work week and requires flexibility to work various shifts as needed, including evenings, weekends, and holidays. It involves 25% travel and work in varying temperature-controlled environments. Compensation is $50,000 or more, depending on experience.

Requirements

Preferred: two years of retail or customer service experience.
Strong communication skills, including the ability to communicate clearly and effectively with peers and leaders daily.
Organizational skills, including the ability to fulfill customer orders promptly, prioritize tasks, and meet deadlines.
Ability to work independently and as part of a team to ensure customers receive orders on time and at high quality.
Ability to maintain integrity and high standards in product handling.
Ability to maintain and promote safety policies and accountability for safe practices.
May be required to lift up to 80–85 pounds.
Ability to stand, bend, lift, and twist for up to 90% of the shift, including frequently lifting products from floor level to overhead.
Ability to stand or walk at least 10 hours daily.
Ability to work in varying temperature-controlled environments and walk on flooring such as concrete, tile, and carpet.
Flexibility to work various shifts as needed, including evenings, weekends, and holidays.
Ability to travel 25%.

Nice To Haves

Two years of retail or customer service experience (listed as preferred).

Responsibilities

Manage day-to-day customer service operations and develop and implement customer service policies and procedures.
Conduct regular team meetings and performance evaluations, and provide customer feedback.
Develop and implement a customer strategy aligned with company values and goals.
Monitor industry trends and best practices to improve customer service.
Establish clear service standards and guidelines consistent with exceptional customer service.
Monitor and analyze customer interactions, identify improvement areas, and implement corrective actions.
Streamline processes to improve efficiency and productivity while maintaining high-quality service.
Resolve escalated customer issues and complaints promptly to support customer satisfaction and retention.
Foster positive relationships with key customers and proactively address their concerns.
Collaborate with cross-functional teams to ensure a seamless customer experience across touchpoints.
Generate reports on team performance, customer feedback, and trends, and present findings to senior management.
Schedule personnel to meet customer demands while maintaining company budgets.
Adhere to company safety standards and drive accountability for safe practices throughout the shift.
Perform other duties as assigned by leadership.