Grocery Store Customer Service Manager

Mission Contribution: Providing access to fresh food, produce, and meat at reasonable prices with an emphasis on providing opportunity to the community in which the Market serves.

Summary: The Customer Service Manager will provide leadership and motivation within Market on Melrose, to ensure consistent and world-class customer experiences through the superior show of quality and friendly customer service. Training and supporting staff to be safe, friendly, and efficient. Supervise and perform all functions related to sales and customer service, while operating an efficient and profitable business within established guidelines and policies.

Essential Functions:

1. Observe, evaluate, and coach employees to deliver world-class customer service internally and externally.
2. Responsible for managing cash payments, deposits, and transactions, as well as maintaining accurate records and producing sales reports; handle daily store sakes and transactions, keeping track of overages and shortages.
3. Provides world-class customer service throughout the store; use the tag line "Thank you for Choosing the Market on Melrose" at every opportunity.
4. To identify performance gaps and provide the necessary coaching and feedback for team members to improve customer service skills.
5. Provide feedback and partner with the General Manager and Assistant Manager to deliver solutions for customer concerns.
6. Work with General Manager to ensure that a schedule is written to provide the desired level of customer service with the established labor guidelines.
7. Process customer orders, including performing functions of cashiers or customer service clerks.
8. Perform customer service desk functions as needed.
9. Support the day-to-day functions of the Customer Service operations.
10. Establish and maintain a safe and clean environment that encourages our customers to return.
11. Achieve sales and profit goals established for the department and monitor and control all established standards.
12. Participates in required trainings.
13. Ensures compliance with all federal, state, and local statues, regulations, and company policies.
14. Accomplishes other tasks as appropriately assigned or requested.

Minimum Qualifications:

• Excellent interpersonal, organizational, communication and customer service skills.
• Solid understanding of store operations required.
• Ability and willingness to learn multiple tasks and technical requirements of the job.
• Leadership experience with direct reports.
• Ability to use technical information to solve problems.
• Must be at least 21 years old.
• Must be able to meet the physical requirements of the position, with or without reasonable accommodations.
• Must have open availability and able to work all hours of operation.
• Must be accredited by the National Registry of Food Safety Professionals or similar accrediting organization as a "Certified Food Safety Manager" or will be required to attend company provided training and have the ability to achieve accreditation within the first 90 days of employment; Accreditation must be maintained while employed in a position requiring accreditation.
• Provides and facilitates effective written and verbal communication to General Manager, Support Services, and team members.

Required Certificates, Licenses, Registrations, Experience:

• Two or more years of supermarket management experience.
• Bachelor's or Master's degree in business or engineering related to preferred, or equivalent combination of education/experience accepted.

Special Requirements:

• A cell phone is required for employment, as access to applications and/or resources may be limited unless a cell phone is used for authentication.
• A valid driver's license and the ability to provide proof of insurance is required to drive a personal car on company business.
• Drug screen collector certified; training provided.

Physical Requirements:

• Ability to use handheld computers for orders, mark downs, scan outs, and inventory
• Stand 100% of the time, frequently walking short distances
• Ability to push or pull up to 2000 pounds using a pallet jack or float
• Perform repetitive hand and arm motions
• Bend and lift products weighing up to 15lbs, continuously, 25lbs. frequently, and approximately 100lbs. on occasion.
• Have sufficient visual ability to check invoices, dates, and other written documents
• Be able to handle a variety of substances associated with cleaning and packaging materials, and household cleaners
• Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level
• Meet established volume activity standards for the position
• Tolerate working in extreme hot/cold temperatures for up to 20 minutes at a time

Equal Opportunity Statement:

Goodwill is an equal opportunity employer, and all applicants and employees shall be afforded equal opportunity in all aspects of employment without regard to race, sex, color, national origin, religion, age, veteran status, otherwise qualified persons with disabilities, or any other factor protected by law. If needed, please contact the Human Resources office for reasonable accommodation in completing this application.

About Us:

Founded over ninety years ago, Goodwill Industries of the Valleys is committed to eliminating poverty through our mission of empowering individuals, strengthening families, and inspiring communities. Our team members are at the heart of this mission, driving innovation and defining our organizational culture. Through a team-centered model, we are deeply connected to the communities we serve, enhancing our impact and fostering collaboration at all levels.

Empowering Individuals * Strengthening Families * Inspiring Communities