Customer Service Manager - Northampton

Description

River Valley Co-op Our Mission: River Valley Co-op staff members are all empowered ambassadors for our cooperative’s mission of creating a just marketplace that nourishes the community.

 Cooperative values and the larger cooperative movement inspire us to work together for a more sustainable and just future. As a team, we work to leverage our grocery retail's economic impact for positive social change in the food system, our environment, and our community. We are committed to social justice and developing our anti-racism and multicultural skills throughout our organization.

 Our cooperatively-owned business values working together in partnership with our local food producers, other vendors and service providers, community organizations, employees, and our customers to serve our community food needs in ways that sustainably support our mutual needs and aspirations. We prioritize building and sustaining our business operations capacity to generate positive impacts for our employees, business partners, customers, local economy, the common good of our community, and the environment.

 Our friendly store operations specializing in fresh, local, organically grown, and natural foods, builds community resilience and grows our local economy. We work hard and have fun doing it, act with honesty, kindness, and respect, and strive to improve every day.

Position: CUSTOMER SERVICE MANAGER

Full-time. Requires open availability, including evenings and weekends.

Status: Reports to Store Manager

Pay Level: IX, exempt.

Location: Northampton, MA

Purpose: The Customer Service Manager will provide a high level of service to River Valley Co-op’s internal and external customers and will be responsible for building and maintaining a positive image for our co-op. The Customer Service Manager will be responsible for maintaining prompt, friendly, courteous customer service, and establishing relationships with consumers and employees by providing direct management of customer service operations. They will be responsible for consistent communication, coaching, training, and actionable accountability. Additionally, the Customer Service Manager will also help initiate and maintain engagement through positive influence.

Essential Duties & Responsibilities

SALESFLOOR

• Schedule department to maximize sales in delicate balance with the labor budget.
• Ensure proper department coverage with scheduling, including responding to absences, time-off requests, shift swaps, and preferred scheduling requests.
• Respond to time-off requests promptly, based on policy and operational needs.
• Oversee the daily workflow of the department, including high-volume periods, breaks, and downtime.
• Continually lead and model a culture of customer service excellence.
• Set a standard for efficient checkout and train and manage staff to meet that standard, including PLU memorization and items per minute.

COMMUNICATION

• Daily check-ins, visibility, and presence with all department staff.
• Manage the departmental huddle content, ensuring all staff is briefed on department updates and changes.
• Ensure that all department staff is aware of changes or events, including promotions, specials, and community partnerships.
• Manage departmental communication using internal systems.
• Communicate effectively with all levels of staff throughout the Co-op.

FINANCIAL

• Oversee the daily and weekly reconciliation of sales and payments, including deposits, and cashier drawers.
• Partner with the Finance department to create and maintain systems for accurate reporting, troubleshooting, and training.
• Conduct weekly audits of key metrics to ensure the security of our Point of Sale and payment reconciliations.
• Promptly report any anomalies to the Store Manager and Finance.
• Create and maintain systems for tracking cashier accuracy, including addressing performance concerns promptly.
• Ensure adequate internal controls, record keeping, and communications related to returns, customer service issues, and gift card programs.

SERVICE

• Oversee all functions of the service desk to ensure friendly, helpful services in person and on the phone.
• Set a standard for warm, welcoming, and informed service and train and manage staff to meet that standard.
• Ensure all Customer Service staff are effective ambassadors for cooperative ownership and programs.
• Oversee and administer a new owner sign-up program.
• Take the lead in storewide ownership drives to ensure goals are met.
• Support special events as needed.

DEPARTMENT OPERATIONS

• Implement and maintain organizational systems to solidify department functionality
• Submit benchmark reporting to applicable business partners as requested
• Ensure adequate amounts of department supplies and order supplies are needed.
• Monitor the Lost and Found Process
• Maintain a department cleaning schedule and see that it is followed.
• Create and update opening and closing checklists, and ensure they are followed.

PERSONNEL MANAGEMENT & TRAINING

• Hire qualified applicants following the established procedure.
• Create and maintain a comprehensive training manual for Customer Service staff, including Cashiers, Shift Leaders, and MOD support.
• Facilitate all direct report new staff member training:
  • Culture and behavioral expectations.
  • Policies and procedures.
  • On-the-job training.
• Oversee and assess the probationary period for all new direct report staff.
• Complete for direct report staff and submit to applicable business partners benchmark reporting: evaluations, discipline, etc.
• Review payroll for direct reports, communicate with HR regarding any deviations from schedule, and respond to time-off requests within seven days.
• Ensure that the Assistant Manager, when applicable, is completing the same for their direct reports: training, discipline, evaluations, and payroll.
• Utilize interpersonal and communication skills to lead the Customer Service department staff.
• Inspire department staff to deliver outstanding customer service, including product location, greeting customers who are within 6 feet, and creating a welcoming and delightful shopping experience. 
• Display exceptional leadership by providing a positive work environment, counseling employees as appropriate, and demonstrating a dedicated and professional approach to management.
• Understand employee positions well enough to perform duties in employees' absence or determine appropriate replacements to fill gaps.
• Review staffing levels to ensure that operational needs and financial objectives are met.
• Write schedules, ensuring they are within budget and posted for staff according to guidelines.

ALL STAFF DUTIES

• Abide by all Co-op policies and procedures as outlined in the Employee Handbook and other co-op documents
• Keep the office orderly and clean
• Maintain a positive attitude
• Perform all other duties as assigned by the Store Manager.

Qualifications

ESSENTIAL

• Previous management experience.
• Four (4) years related experience and/or training; or equivalent combination of education and experience.
• Outstanding customer service skills.
• Practical communication skills in English.
• Flexible - willingness to be open, to learn, and to take on new responsibilities.
• Demonstrate objectivity, neutrality, and calm.
• Demonstrate accuracy and thoroughness.
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to understand and use calculations needed to set pricing to achieve margin goals, manage payroll, project sales, and manage department expenses.
• Ability to effectively present information and respond to questions from groups of managers, committees, suppliers, customers, and staff.
• Ability to read and comprehend instructions.
• Ability to work as a collaborative team player.
• Ability to follow through on systems, procedures, and policies.
• Ability to work efficiently and safely in a fast-paced environment.
• Ability to be flexible and to adapt to changing conditions quickly.
• Ability to manage time with consistent weekly deadlines for reporting and other time-sensitive assignments.
• Ability to use computers and applicable software and programs, specifically Microsoft Office and Google Suite.
• Demonstrated ability to work with customers and co-workers from various cultural backgrounds.

FUNCTIONAL

• Ability to exert well-paced mobility for up to 8 hours, including standing, walking, bending, and squatting.
• Ability to stand for extended periods.
• Using hands or fingers to handle or feel.
• Repetitive use of hands for grasping, pushing, pulling, and fine manipulation.
• Specific vision abilities required by this job include close vision and distance vision.
• Ability to use office equipment with or without accommodation, computer, Point of Sale, scanner, fax, and copier.
• Ability to lift 50 lbs.
• Ability to commute between Co-op locations.

PREFERRED

• Previous experience partnering and working within a union environment.
• Natural foods (retail, wholesale, prepared foods).
• The ability to speak Spanish, French, or Swahili is a plus.

River Valley Co-op is an equal opportunity employer encouraging excellence through diversity.

Salary : $50,000 - $60,000