Customer Service Manager

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    "description_html": "<align-left>The Customer Experience Manager is responsible for overseeing the Customer Service department, including managing a team of Customer Service Managers, Cashiers and Courtesy Clerks. &nbsp;This role ensures the smooth operation of the customer service function across multiple platforms including E-Commerce, delivering exceptional service to customers while fostering a high-performing team. The Manager will be tasked with strategic planning, team development, performance monitoring, and ensuring that each team meets its goals in line with the Mackenthun’s brand and customer experience standards.</align-left><p><br></p><p><strong>Leadership &amp; Team Management</strong></p><ul><li>Oversee the Customer Service department, including Cashiers and Courtesy Clerks</li><li>Supervise, mentor, and guide team members, fostering a positive, high-performance culture.</li><li>Lead recruitment, onboarding, and training across all areas of responsibility, ensuring alignment with Mackenthun’s values.</li><li>Manage team performance through goal setting, evaluations, coaching, and corrective action when needed.</li><li>Ensure all team members have the tools, training, and resources needed to succeed.</li></ul><p><strong>Strategic Operations &amp; Customer Experience</strong></p><ul><li>Assist in developing and implementing strategies to enhance customer experience across all platforms, including storefront and fundraising.</li><li>Oversee day-to-day e-commerce operations, including online ordering, product availability, order accuracy, and fulfillment coordination</li><li>Support growth of e-commerce revenue by ensuring a seamless customer experience, minimizing order issues, and collaborating on initiatives that drive online sales</li><li>Serve as the primary point of contact for all online shopping activity, including customer inquiries, issue resolution, and escalation management</li><li>Address and resolve customer complaints, escalations, and concerns, ensuring a positive experience at every touchpoint.</li><li>Ensure staff and customers receive accurate information and support.</li></ul><p><strong>Policy Development &amp; Implementation</strong></p><ul><li>Assist in enforcing customer service policies aligned with company values, ensuring consistency across store and e-commerce operations.</li></ul><p><strong>Cross-Departmental Collaboration</strong></p><ul><li>Collaborate with leadership, operations, and marketing to integrate customer service and logistics and e-commerce functions.</li><li>Partner with HR to ensure compliance with labor regulations, including scheduling, safety training, and policy enforcement.</li></ul><p><strong>Supervisory Responsibilities</strong></p><ul><li>Manage and develop direct reports, ensuring alignment with company goals.</li><li>Provide ongoing coaching, feedback, and performance evaluations.</li><li>Foster a collaborative environment that promotes accountability, teamwork, and growth.</li></ul><p><strong>Financial Responsibilities</strong></p><ul><li>Oversee cash handling, cash drawer management, and balancing of tills.</li><li>Support financial performance by optimizing staffing levels and controlling operational costs.</li></ul><p><strong>Other Duties</strong></p><ul><li>Provide hands-on support in customer interactions across store and delivery services.</li><li>Assist with special events, including bagging, fundraisers, and marketing initiatives (e.g. delivery promotions).</li><li>Ensure cleanliness, organization, and safety across all customer service platforms.</li><li>Perform other duties as needed to support store operations and business objectives.</li></ul>",
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      "description": "<p>Description</p><align-left>The Customer Experience Manager is responsible for overseeing the Customer Service department, including managing a team of Customer Service Managers, Cashiers and Courtesy Clerks.  This role ensures the smooth operation of the customer service function across multiple platforms including E-Commerce, delivering exceptional service to customers while fostering a high-performing team. The Manager will be tasked with strategic planning, team development, performance monitoring, and ensuring that each team meets its goals in line with the Mackenthun’s brand and customer experience standards.</align-left><p><br/></p><p><strong>Leadership & Team Management</strong></p><ul><li>Oversee the Customer Service department, including Cashiers and Courtesy Clerks</li><li>Supervise, mentor, and guide team members, fostering a positive, high-performance culture.</li><li>Lead recruitment, onboarding, and training across all areas of responsibility, ensuring alignment with Mackenthun’s values.</li><li>Manage team performance through goal setting, evaluations, coaching, and corrective action when needed.</li><li>Ensure all team members have the tools, training, and resources needed to succeed.</li></ul><p><strong>Strategic Operations & Customer Experience</strong></p><ul><li>Assist in developing and implementing strategies to enhance customer experience across all platforms, including storefront and fundraising.</li><li>Oversee day-to-day e-commerce operations, including online ordering, product availability, order accuracy, and fulfillment coordination</li><li>Support growth of e-commerce revenue by ensuring a seamless customer experience, minimizing order issues, and collaborating on initiatives that drive online sales</li><li>Serve as the primary point of contact for all online shopping activity, including customer inquiries, issue resolution, and escalation management</li><li>Address and resolve customer complaints, escalations, and concerns, ensuring a positive experience at every touchpoint.</li><li>Ensure staff and customers receive accurate information and support.</li></ul><p><strong>Policy Development & Implementation</strong></p><ul><li>Assist in enforcing customer service policies aligned with company values, ensuring consistency across store and e-commerce operations.</li></ul><p><strong>Cross-Departmental Collaboration</strong></p><ul><li>Collaborate with leadership, operations, and marketing to integrate customer service and logistics and e-commerce functions.</li><li>Partner with HR to ensure compliance with labor regulations, including scheduling, safety training, and policy enforcement.</li></ul><p><strong>Supervisory Responsibilities</strong></p><ul><li>Manage and develop direct reports, ensuring alignment with company goals.</li><li>Provide ongoing coaching, feedback, and performance evaluations.</li><li>Foster a collaborative environment that promotes accountability, teamwork, and growth.</li></ul><p><strong>Financial Responsibilities</strong></p><ul><li>Oversee cash handling, cash drawer management, and balancing of tills.</li><li>Support financial performance by optimizing staffing levels and controlling operational costs.</li></ul><p><strong>Other Duties</strong></p><ul><li>Provide hands-on support in customer interactions across store and delivery services.</li><li>Assist with special events, including bagging, fundraisers, and marketing initiatives (e.g. delivery promotions).</li><li>Ensure cleanliness, organization, and safety across all customer service platforms.</li><li>Perform other duties as needed to support store operations and business objectives.</li></ul><p>Requirements</p><ul><li><strong>Education</strong>: High school diploma or GED required; Hospitality, Management, or related field preferred.</li><li><strong>Experience</strong>: 1-2 years of customer service management experience preferred</li><li><strong>Skills</strong>:    <ul>      <li>Strong leadership and team-building skills, with the ability to work cooperatively cross-functionally.</li>      <li>Excellent communication, problem-solving, and decision-making abilities.</li>      <li>Ability to manage multiple operations and teams while maintaining attention to detail and service quality.</li>      <li>Strong understanding of food safety, delivery logistics, and customer service principles.</li>    </ul></li></ul><h3><strong>Physical Demands</strong></h3><ul><li>Ability to stand, walk, and move frequently throughout the day.</li><li>Must be able to lift up to 25 lbs and handle physical tasks </li><li>Ability to work in various environmental conditions, including outdoor settings on occasion</li></ul><h3><strong>Work Environment</strong></h3><ul><li>Ability to work across different work environments: adapting to varying customer needs and operational demands.</li></ul>",
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