Customer Service Manager Jobs in Amherst, MA (NOW HIRING)

As a leader in the retail grocery industry, we are committed to feeding all the important moments in our customers' lives. We are seeking a highly motivated and results-oriented Customer Service Manager to play a crucial role in driving positive community impact, operational excellence, and financial success.

What we'll ask of you:

1. Department Management: 

• Oversee the daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash Office
• Ensure departments meet or exceed sales and profit targets 
• Maintain high standards of sanitation and safety, ensuring compliance with all regulations 
• Accountable for leading the recruitment, hiring and new hire orientation, while maintaining a high level of talent within the department

1. People Development and Diversity:

• Direct, oversee, and evaluate the training completion of all Customer Service department team members 
• Monitor and evaluate associate performance and ensure associates have development plans to support professional growth
• Foster a culture of diversity and inclusion within the team 
• Engage and retain associates by fostering a positive work environment   

1. Labor Relations:

• Manage labor relations to ensure compliance with company policies and labor laws 
• Address and resolve employee issues and grievances in a timely and effective manner 

1. Customer Service Excellence:

• Cultivate a culture of excellence in customer service, providing best-in-class service 
• Ensure customers experience a well-stocked store with the freshest product offerings
• Support team members in their training to consistently deliver exceptional customer service

1. Operational Efficiency:

• Monitor and analyze key performance metrics related to customer service and sales
• Identify opportunities for process optimization and implement solutions to enhance operational performance
• Manage departmental budgets, expenses, and financial targets to achieve profitability goals

1. Compliance and Safety:

• Ensure all departments comply with company policies and regulatory requirements 
• Conduct regular safety audits and training sessions 
• Maintain a clean and safe working environment for all associates 

1. Community Engagement: 

• Actively engage with the local community to understand their needs
• Develop and maintain positive relationships with community organizations, schools, and other stakeholders
• Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact

What you bring to the table:

• 1-3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments including Front End, Online Pick-up and Cash Office
• Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience
• Highly motivated, results-oriented, and a self-starter with a proven track record of success
• Strong ability to influence and communicate effectively across different functions
• Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously
• Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals
• Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders
• High level of customer service skills, with a genuine passion for exceeding customer expectations
• Creative and strategic thinking abilities to drive innovation and continuous improvement
• Effective organizational and time management skills to ensure efficient operations
• Ability to work flexible hours, including weekends and holidays

What we bring to the table: 

• Culture committed to celebrating diverse backgrounds and experiences
• Comprehensive benefits
• Opportunities for professional development and career growth
• Associate discounts
• Team of associates dedicated to serving our local customers and supporting our communities

If you are passionate about customer service, thrive in a dynamic environment, and are committed to making a difference, we invite you to apply.

The salary range for this position is $64,800-$97,200