Customer Service Manager

Description

Leadership & Team Management

• Oversee the Customer Service department, including Cashiers and Courtesy Clerks
• Supervise, mentor, and guide team members, fostering a positive, high-performance culture.
• Lead recruitment, onboarding, and training across all areas of responsibility, ensuring alignment with Mackenthun’s values.
• Manage team performance through goal setting, evaluations, coaching, and corrective action when needed.
• Ensure all team members have the tools, training, and resources needed to succeed.

Strategic Operations & Customer Experience

• Assist in developing and implementing strategies to enhance customer experience across all platforms, including storefront and fundraising.
• Oversee day-to-day e-commerce operations, including online ordering, product availability, order accuracy, and fulfillment coordination
• Support growth of e-commerce revenue by ensuring a seamless customer experience, minimizing order issues, and collaborating on initiatives that drive online sales
• Serve as the primary point of contact for all online shopping activity, including customer inquiries, issue resolution, and escalation management
• Address and resolve customer complaints, escalations, and concerns, ensuring a positive experience at every touchpoint.
• Ensure staff and customers receive accurate information and support.

Policy Development & Implementation

• Assist in enforcing customer service policies aligned with company values, ensuring consistency across store and e-commerce operations.

Cross-Departmental Collaboration

• Collaborate with leadership, operations, and marketing to integrate customer service and logistics and e-commerce functions.
• Partner with HR to ensure compliance with labor regulations, including scheduling, safety training, and policy enforcement.

Supervisory Responsibilities

• Manage and develop direct reports, ensuring alignment with company goals.
• Provide ongoing coaching, feedback, and performance evaluations.
• Foster a collaborative environment that promotes accountability, teamwork, and growth.

Financial Responsibilities

• Oversee cash handling, cash drawer management, and balancing of tills.
• Support financial performance by optimizing staffing levels and controlling operational costs.

Other Duties

• Provide hands-on support in customer interactions across store and delivery services.
• Assist with special events, including bagging, fundraisers, and marketing initiatives (e.g. delivery promotions).
• Ensure cleanliness, organization, and safety across all customer service platforms.
• Perform other duties as needed to support store operations and business objectives.

Requirements

• Education: High school diploma or GED required; Hospitality, Management, or related field preferred.
• Experience: 1-2 years of customer service management experience preferred
• Skills:
  • Strong leadership and team-building skills, with the ability to work cooperatively cross-functionally.
  • Excellent communication, problem-solving, and decision-making abilities.
  • Ability to manage multiple operations and teams while maintaining attention to detail and service quality.
  • Strong understanding of food safety, delivery logistics, and customer service principles.

Physical Demands

• Ability to stand, walk, and move frequently throughout the day.
• Must be able to lift up to 25 lbs and handle physical tasks 
• Ability to work in various environmental conditions, including outdoor settings on occasion

Work Environment

• Ability to work across different work environments: adapting to varying customer needs and operational demands.