Customer Service Manager

Position Summary:

This role is responsible to lead the day-to-day activities of the department operations in a retail store, ensuring the associates are trained, the department is fully staffed, operating at company standards and meeting all company goals and key performance indicators.

Here’s what you’ll do: 

• Be responsible to order and maintain inventory in your department, while utilizing inventory control procedures to ensure product freshness and quality. 

• Review and validate received orders for amount, quality, count or weight, condition, and ensure all product is stored in appropriate areas. 

• Manage a team that completes all stocking, production, and additional tasks to ensure product quality, production planning, accuracy, and date sensitive rotation, as well as ensure all spoiled/damaged products are handled per established guidelines. 

• Maintain familiarity with all products carried in the department as well as throughout the store.

• Know the advertised items, special prices, coupon deals or other features, that apply to the store's sales and rewards programs.

• Assure that the weekly and period Flight Plan are communicated and executed to company expectations and timeline.

• Follow company policies and timelines using the required tools and software to manage scheduling, according to forecasted guidelines. 

• Implement and maintain work schedules, labor control, overtime control, and payroll expense for the department. 

• Implement Our Winning Recipe and model our core values and competencies. 

• Be responsible for department management including staffing, training, performance management, and career development of associates.

• Develop and monitor department goals. 

• Develop and monitor department forecasts, as required. 

• Attend and participate in daily huddles, manager meetings, as well as district and company level meetings via phone, online, or in person, as required.

• Maintain a clean, attractive, and well stocked department, by using structure of the day guidelines, as well as executing “Prime Time” standards.

• Assure that all food safety guidelines and requirements are always followed and maintained throughout the entire store. Take immediate corrective action if not followed.

• Assure that all safety guidelines and requirements are always followed and maintained throughout the entire store. Take immediate corrective action if not followed.

• Develop and implement a plan that results in meeting company goals and key performance indicators.

• Additional responsibilities may be assigned as needed. 

Here’s what you’ll need: 

• High School Graduate (Required) or Equivalent (GED). 

• Two years of retail experience preferred. 

• One-year supervisory experience preferred.

• Strong written and verbal communication, and bookkeeping skills.  

• Good organization, prioritization, decision-making, problem solving and conflict management skills. 

• Strong leadership abilities with capability to work in a hands-on environment.  

• Good strategic planning and business acumen skills.  

• Good knowledge of retail store operations; knowledge of retail management systems.  

• Proficient in Word, Excel and PowerPoint.  

• Depending on company location, ability to communicate in Spanish is highly desirable. 

Physical Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

May be required to lift and/or move up to 30 pounds frequently, and up to 50 pounds occasionally. The associate is required to stand and walk for extended periods of time and may bend, stoop, twist and turn frequently. While performing the duties of this position, the employee is subject to a typical retail store environment (varied temperatures) and is exposed to outside weather conditions. The noise level in the work environment is usually low to moderate. Travel requirements vary by assignment.