Customer Service Supervisor

Job Description

Lead, Customer Service | SpartanNash

The Tone:
This is an in-person role at SpartanNash, located in Omaha, Nebraska. SpartanNash is a food solutions company and a key part of the C&S Wholesale Grocers family, operating as a distributor, wholesaler, and retailer. They manage a global supply chain network to deliver grocery and household goods, including fresh produce and their Our Family® brand, to all 50 states. The role is critical in ensuring a high standard of customer service in the store’s front-end operations, supervising and directing all front-end activities in the absence of the Customer Service Manager, and ensuring that front-end shifts contribute effectively to the store’s financial success.

The TL;DR
• Location: In-person, Omaha, NE
• Team: Reports to the Customer Service Manager and supervises front-end activities.
• Mission: To provide and maintain high standards of customer service in front-end operations and ensure front-end shifts contribute to the store’s financial best interests.

What You’ll Actually Do
• Oversee Front-End Operations: Supervise and direct all front-end activities in the absence of the Customer Service Manager, ensuring smooth operations that contribute to the store’s financial best interests.
• Execute Customer Transactions: Accurately process a comprehensive range of transactions, including cash, checks, debit/credit/EBT cards, ID requirements, over rings, credits, suspended orders, refunds, bottle returns, vendor coupons, gift certificates, lottery ticket sales, Western Union, and Ticket Master, all in accordance with established policies.
• Manage Department Stock and Presentation: Ensure prompt and orderly handling of return-to-stock items, prioritizing perishable goods. Maintain a clean, attractive, and well-stocked front-end department, and manage spoiled/damaged products according to established guidelines.
• Develop and Schedule Team Members: Train other team members on all department activities and functions. Manage their selection, scheduling, and supervision to meet or exceed departmental productivity levels, fostering a capable and efficient team.
• Uphold Store Standards and Guest Experience: Adhere strictly to all PPE, safety, food safety, cleaning expectations, and guest experience guidelines. Maintain knowledge of product locations, advertised items, special prices, and coupon deals to enhance customer service, and assist other departments as needed to support overall customer experience.

The Must-Haves
• Background: Requires a high school diploma or equivalent (GED). Candidates should possess foundational accounting and bookkeeping skills.
• Experience: Demonstrated ability to supervise, direct, and implement operational strategies within a retail front-end environment. This includes managing the selection, scheduling, and supervision of team members to meet productivity targets, as well as training others on department functions.
• Skills: Proficient computer skills, including experience with email and spreadsheets. Essential skills include the ability to read, write, comprehend, and interpret various documents, along with the capability to interpret and analyze financial data to develop and manage budgets. Strong delegation and direction abilities, combined with product knowledge and suggestive selling techniques, are also required, alongside a keen attention to detail.