Customer Service Team Leader

Mustard Seed Market and Cafe - Montrose•Akron, OH

11d•Onsite

About The Position

Grow your career with us here at Mustard Seed! At Mustard Seed Market & Cafe, we believe what you put in and on your body matters. That’s why everything on our shelves is made with real, natural ingredients, without the artificial additives. We’re committed to ingredient transparency so you can make informed choices for yourself and your family. It’s all part of our mission since 1981 to support a healthier lifestyle, every step of the way. Job Summary Provides leadership in the Customer Service Department by directing and managing the associates and activities of the Customer Service Department. Ensures excellent customer service to stimulate the growth of the business. Responsibilities include maintaining proper internal controls for all customer financial transactions, managing the Customer Service Desk (refunds, exchanges, product questions, customer complaints, feedback, etc.) and receiving and handling incoming phone calls to the store.

Requirements

High school education or equivalent is required
At least 5 Customer Service experience is preferred
At least 5 years supervisory experience is preferred
Demonstrated ability to plan, organize, direct and control
Interpersonal skills
Basic computer skills using the windows operating system including internet, printing, and email
Basic usage of Microsoft Office Suite including Outlook, Word, and Excel
Excellent cash handling skills
General knowledge of store products
Bending
Standing
Communication (Verbal)
Carrying 30 lbs.
Reading
Walking
Hearing (Auditory)
Reaching
Telephone Usage
Lifting 30 lbs.
Writing
Grasping
Operating Equipment
Sight or Peripheral Vision

Responsibilities

Promotes team work, coaches, develops and trains department associates; minimizes turnover, promotes efficiency, and controls labor costs.
Schedules associates according to labor budget and delegates work assignments effectively.
Ensures department has adequate staffing levels during all hours of operation.
Works in conjunction with Human Resources Department in the hiring, terminating and disciplining of associates.
Maintains accurate department records to ensure documentation of activities is available.
Responsible for receiving and managing incoming phone calls to the store.
Assists customers with questions about our products, availability and location of them within the store.
Receives and forwards customer feedback (comment cards, complaints, suggestions, etc.) to the appropriate department and Store Manager.
Manages background music in store to ensure appropriate genre and volume.
Ensures front entrance areas and common public areas such as walk ways, vestibules, and rest rooms (rest rooms: Solon only) are maintained by appropriate personnel so they are clean, neat and safe.
Ensures sufficient quantity of grocery carts are available for customers; brings in grocery carts from parking lots as necessary.
Maintains proper internal controls for all customer financial transactions.
Responsible for the balancing and reconciliation of all Cashier tills.
Verifies and audits cash controls according to established procedures to identify and prevent cash losses.
Works in conjunction with departments on special orders for customers.
Works in conjunction with departments in replenishment and merchandising displays in Front End check stand area.
Notifies Scanning Department of all scanning issues and concerns.
Responsible for handling loss prevention issues in accordance with company policies and legal requirements.
Follows established protocol and guidelines for opening and closing cash registers each day.
Notifies Store Director and/or Maintenance Associate of any equipment needing repair.
Maintains a safe and clean environment to ensure health code and OSHA requirements are met.
Analyzes customer and associate feedback to identify areas needing improvement and develops processes and/or procedures to address those issues in conjunction with the Store Director.
Performs duties of Customer Service staff as required.
Performs other duties as assigned.