Adams Customer Service Manager - Portland

Adams Hometown Markets•Portland, CT

11d

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 and interactions to identify improvements and enhance the 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 establishes service standards, monitors industry trends and best practices, improves processes, resolves escalated customer issues, and fosters relationships with key customers. The position collaborates with cross-functional teams to support a seamless customer experience, prepares reports on team performance and customer trends for senior management, and schedules personnel to meet customer demand while maintaining budgets. It also requires adherence to company safety standards and other duties assigned by leadership. The role has a 45-hour work week and requires flexibility to work various shifts, including evenings, weekends, and holidays. The work may take place in varying temperature-controlled environments and involves substantial standing, walking, bending, lifting, and twisting.

Requirements

Strong communication skills and the ability to communicate clearly and effectively with peers and leaders daily.
Organizational skills, including the ability to fulfill customer orders in a timely manner, prioritize work, and meet deadlines.
Ability to work independently and as part of a team to ensure customer orders are delivered on time and with high quality.
Ability to maintain product-handling integrity and high standards.
Ability to maintain and promote safety policies and hold others accountable for safe practices throughout the shift.
May be required to lift up to 80–85 pounds.
Ability to stand, bend, lift, and twist for up to 90% of the shift; frequently lift products from floor level to overhead; and stand or walk for at least 10 hours daily.
Ability to work in varying temperature-controlled environments and walk on concrete, tile, carpet, and other flooring.
Flexibility to work various shifts, including evenings, weekends, and holidays.

Nice To Haves

Two years of retail or customer service experience.

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 areas for improvement, and implement corrective actions.
Streamline processes to improve efficiency and productivity while maintaining high-quality service.
Resolve escalated customer issues and complaints in a timely manner to support customer satisfaction and retention.
Foster positive relationships with key customers and proactively address their concerns.
Collaborate with cross-functional teams to provide a seamless customer experience across touchpoints.
Generate regular reports on team performance, customer feedback, and trends, and present findings to senior management.
Schedule personnel to meet customer demand while maintaining company budgets.
Adhere to company safety standards and perform other duties assigned by leadership.