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Roche Bros. Supermarkets · 14 hours ago

Customer Service- Assistant Manager

Natick, MA

Full-time

Onsite

Mid Level

$19.40/hr - $25.20/hr

Roche Bros. Supermarkets is seeking an Assistant Customer Service Manager to support the daily operations of the front end and ensure customer satisfaction. The role involves overseeing customer service associates, promoting a positive service-oriented atmosphere, and ensuring compliance with company policies and procedures.

CateringFood and BeverageRecipes

No H1B

Responsibilities

Promote the company image as a service-oriented operation where every associate will greet, assist, render efficient service and thank customers in a prompt, courteous, friendly, and business-like manner. Resolve customer complaints to the full satisfaction of the customer

Provide an open door atmosphere conducive to high associate morale and excellent customer service. Achieve the highest associate morale in the industry by managing in a style that is Respectful, Supportive and Totally Team Oriented (RSTO)

Commit to the 'Golden Rule' and work with associates to build a strong customer service team

Assist in providing support and direction to all customer service associates to ensure a well-disciplined, smooth operating front end (i.e., supply change when needed; handle problems referred by cashiers and service clerks, etc.)

Ensure all new customer service associates successfully complete onboarding/e-learnings and receive proper training of department goals and expectations

Promote high associate morale by treating all associates in a fair and consistent manner

Assist in planning work schedules to ensure proper service standards while consistently achieving budgeted payroll and adhering to all wage and hour policies and regulations

Oversee and ensure prompt, efficient and accurate check out of customers

Ensure compliance with company policies and procedures, and all state and federal laws applicable to our industry

Work actively with the customer service manager to minimize expenses and control shrink (such as cash handling, pick-ups and loans, cashier over/short, security, shoplifting, sweet-hearting, product handling, and returns)

Communicate needs and problems to customer service manager and work with store management team to optimize the performance of the department. Communicate any price discrepancies to the appropriate department manager

Assist the customer service manager in recognizing outstanding associate performance. Assist in coaching associates to improve areas of performance that need attention; identify problems and make recommendations to the management team as appropriate

Ensure company standards of cleanliness, safety, proper food handling practices, sanitation, and productivity are achieved

Other duties as assigned by management

Qualification

ServSafe certificationCustomer service excellenceTraining program experiencePoint-Of-Sale troubleshootingOrganizedCommunicationDetail orientedTeam orientedProblem solvingDecision making

Required

Must be passionate about people and committed to customer service excellence!

Successful experience of company training programs

Display initiative, work with limited supervision, make decisions, provide direction and use sound judgment to act upon opportunities to solve problems

Must be detail oriented, organized, confident, and demonstrate excellent communication skills

Demonstrated ability to work with people of various backgrounds, personality traits and levels of authority to accomplish company goals

Must be ServSafe certified

Must meet federal, state, and local age regulations in regards to the sale of alcohol and tobacco

Must be able to read, write, speak, and understand English

Ability to work a schedule based on the business needs of the store location

Ability to use computer programs and applications pertinent to front end operations

Must be authorized to work within the U.S