Customer Service Manager

Harps Food Stores • Glenpool, OK

8d • Onsite

About The Position

The Customer Service Manager (CSM) is responsible for delivering exceptional customer service by managing front-end operations, ensuring efficient and timely customer care, and fostering customer satisfaction. This role involves overseeing customer transactions, maintaining store displays and signage, supervising service desk operations, and acting as a people builder through coaching and conflict resolution. The CSM must be adaptable, possess strong problem-solving skills, and maintain a high standard of safety and quality orientation. The role requires building positive relationships, demonstrating conscientiousness, providing superior customer service, acting with integrity, modeling organizational values, and showing initiative. The ultimate goal is to support Harps' Mission Statement by exceeding customer expectations and contributing to the company's reputation for competitive prices, quality products, friendly service, and cleanliness.

Requirements

• High school diploma or G.E.D. equivalent preferred.
• Minimum one year experience operating a cash register in a retail establishment, preferably in a grocery store.
• Ability to accurately count money.
• Adaptable to different situations and the ability to respond with flexibility to shifting priorities and rapid change.
• Ability to interpret, understand and follow instructions.
• Ability to work a flexible schedule including evenings, weekends and holidays as needed.
• Ability to complete tasks in a timely manner.
• Moves, lifts, carries and places merchandise and supplies weighing less than or equal to 25 pounds without assistance.
• Frequently reaches overhead and below the knees, including pushing, pulling, squatting, kneeling, bending, stooping, crouching and twisting with or without bearing weight.
• Frequent repetitive motion with hand(s) and arm(s), such as grasping, gripping and turning.
• Visually locates merchandise and other objects, at near and/or far distances, as well as verified information, often in small print.
• May be exposed to all weather conditions (hot, cold, rain, snow, ice and wind) as well as, inside work with variations in heat, cold, dust and humidity.
• May be exposed to cleaning solvents or other chemicals.
• May be exposed to latex, eggs, nuts, soy and wheat.
• Employment at Harps may be contingent upon completion and our evaluation of a PEP survey, drug screen, employment reference check, criminal background check and credit check.

Nice To Haves

• Initiate, develop, and foster relationships with others.
• Take a personal interest in the interests and ideas of others and treat others fairly, respectfully, and sincerely.
• Empathize with the emotions of others and consider things from other people’s perspective.
• Demonstrate responsible behavior, thoroughness of work, and dependability.
• Consistently demonstrate compliance with Harps’ policies and procedures, including regular and timely attendance, adherence to dress code and ensuring a safe work environment, and a willingness to complete other duties as assigned.
• Completely understand what delivering more than expected means in regards to great customer service.
• Remove any barriers impeding customer service.
• Actively look for ways to help others by following our SMILE Program guidelines.
• Demonstrate and act in accordance with an appropriate and sound set of values, beliefs, and business ethics.
• Be an honest person.
• Act consistently in accordance with values that are consistent with those of the organization.
• Model high standards of behavior for others through personal actions and commitment to the organization.
• Hold self accountable by demonstrating a “no excuses” approach to own attitude, performance, and results.
• Work in the best interest of Harps even when it involves putting individual needs aside.
• Act on own initiative without being prompted.
• Handle problems with minimal guidance.
• Make things happen and take action quickly.
• Anticipate and recognize customer needs and remain dedicated to exceeding customer expectations.
• Use customer information to improve products and services.
• Continually strive to improve customer satisfaction.
• Encourage an atmosphere of teamwork by own actions.
• Support others, facilitate their work, and defend them when appropriate.
• Encourage cooperation and trust within a group.
• Show a high concern for the rights, values, and worth of others.
• Treat others fairly and consistently.
• Give appropriate attention toward the concerns expressed by others by empathizing with their emotions and considering things from their perspective.
• Strive daily to exceed customer expectations in an effort to support the Harps’ Mission Statement – “Our mission is to provide the best overall value to our customers, building a reputation for competitive prices, product quality and freshness, friendly service and cleanliness.”

Responsibilities

• Manage front-end operations by following the daily schedule, monitoring customer flow, opening registers as necessary, managing breaks and lunches, and overseeing opening preparations, supplies, and closing procedures.
• Manage shelf and display maintenance, including new, missing, and price change tags/bibs, sign integrity, ad pricing and signage, and managing new, discontinued, and all other tags and signs.
• Supervise Service Desk and financial services procedures, including providing tills, opening and closing the service desk, selling financial services products, handling refunds, managing phones, and maintaining cleanliness and organization.
• Adapt to different conditions, demonstrating flexibility in the workplace and remaining comfortable with change and transition.
• Coach and mentor associates by bringing out the best in people, recognizing and unleashing their full potential through resources, coaching, experiences, and support, and providing opportunities to take risks and learn from mistakes.
• Facilitate the resolution of conflict between others by seeking to understand viewpoints, balancing competing priorities, and gaining agreement.
• Solve problems by clearly defining issues, using critical thinking and logic to find answers in a conscious and organized manner.
• Consistently produce and emphasize the need for high-quality products and services while being aware of issues and following procedures that affect personal and others' safety.

What This Job Offers

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