Customer Service Manager

CITARELLA OPERATINGS LLC•New York, NY

30d

About The Position

Led by dynamic owner Joe Gurrera (and his commitment to superior quality) Citarella has grown from a respected NYC fish market into a full-scale, Ultimate Gourmet Market with locations across New York City, the Hamptons, and Greenwich, Connecticut. A family-run business, we’re driven by a passion for great food. We delight customers with the finest selection of fresh seafood, prime, dry-aged beef, chef-prepared specialties and handcrafted pastries, international cheeses, imported groceries, and more. Join our team of seasoned professionals and become a part of the fabric of the New York food scene.

Requirements

Degree level
5+ years of experience in customer service; experience with concierge or high-touch client management is a strong plus.
2+ Proven leadership experience with the ability to manage, coach, and motivate teams.
Sales-driven mindset with experience meeting and exceeding performance targets.
Proficiency in Microsoft Office- Excel, Sharepoint, One Drive
Technologically savvy with experience using CRM platforms, reporting tools, and internal systems.
Professional, polished, and brand-conscious, with a passion for creating memorable customer experiences.
Basic understanding of food safety practices and DOA standards

Nice To Haves

Retail Food Customer Service is a plus

Responsibilities

CUSTOMER SERVICE OPERATIONS
Oversee and manage daily operations of the Customer Service department.
Develop, implement, and enforce department procedures, policies, and service standards.
Maintain accurate records of customer and staff issues, documenting all actions and resolutions.
Ensure team members are up to date on company changes and policies, and communicate these updates clearly.
Utilize customer data and performance metrics to make informed decisions around staffing, scheduling, and task assignments.
Lead by example in ownership of customer complaints, ensuring timely resolution and continuous improvement of service processes.
SALES & VIP CLIENT ENGAGEMENT
Build and nurture relationships with VICs (Very Important Customers) through personalized service and tailored product recommendations.
Actively drive sales through expert product knowledge, consultative selling, and understanding of gourmet trends.
Coordinate large catering events, private orders, and corporate gifting in collaboration with internal teams.
Maintain a proactive communication strategy with top-tier clients to foster loyalty and repeat business.
Achieve and exceed sales goals and KPIs through strategic client engagement and upselling.
CROSS-FUNCTIONAL COLLABORATION & BRAND STEWARDSHIP
Collaborate with marketing, events, merchandising, and operations teams to ensure alignment on customer experience initiatives.
Consistently challenge existing processes and propose improvements that elevate service delivery and brand consistency.
Stay current on product launches, gourmet food trends, and client preferences to provide knowledgeable recommendations and support.
Utilize CRM tools to track client interactions, purchase history, and preferences to personalize outreach and service.