Customer Service Manager

Customer Service Manager

Location:

Marstons Mills, MA (USA-MA-Orleans-24 Rte 6a)

Salary: $64,800-$97,200

Here at Stop & Shop, we've been serving our customers and neighborhoods for more than a century. One thing hasn't changed:
Stop & Shop is a place where everyone can thrive and feel like they're part of a family.

Our more than 50,000 associates enjoy competitive salaries, comprehensive benefits, discounts, and flexibility that fits their lives.

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.

• 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 recruitment, hiring, and new‑hire orientation while maintaining a high level of talent within the department.
• People Development and Diversity:
  Direct, oversee, and evaluate the training completion of all Customer Service 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.
• 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.
• 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.
• 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.
• 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.
• 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.

• 1‑3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments.
• Bachelor's degree in Business Administration, Retail Management, or a related field (preferred) or equivalent 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 interact effectively 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.

• Culture committed to celebrating diverse backgrounds and experiences.
• Comprehensive benefits.
• Opportu…