Customer Service Supervisor

Berkshire Food Co-op (“BFC”) Customer Service Supervisors aids the Customer Service Manager and Assistant Manager in the supervision of the day-to-day operations in the Customer Service department. They are the public face of the Co-op, providing friendly customer service while ensuring speedy production and overall guest satisfaction. They have a working knowledge of the Co-op’s Ownership Program, POS systems, cash handling, discount programs, monthly round up for change. They collaborate with the Customer Service leadership team to ensure effective productivity, operations, and safety standards while upholding high morale. They work to achieve the collective goals of the organization and support and embrace the Ends, Vision, Culture and Values of the Co-op.

Customer Service

• General customer service responsibilities: cashiering, bagging, cart retrieval, providing carryout service, answering customer questions about products or services, responding promptly to customer inquiries
• Practices a total store approach to customer service, responds promptly to customer service questions and needs
• Is educated about BFC products and is familiar with the store layout
• Actively listens to customer complaints, seeking to understand problem/concern/complaint; provides feedback on the efficiency of the customer service process
• Teaches customers about BFC’s ownership program and the benefits of becoming an owner; informs customers of other benefits such as being an associate or living in the local area
• Has a working knowledge of BFC’s monthly round up for change, senior discount program, and other discount/BFC programs

Personnel Management

• Guide and encourage team members to maximize their personal growth and development
• Upholds a healthy, friendly, productive and safe work environment and moral; collaborate and work cooperatively with the Customer Service Leadership Team; actively practices supportive collaboration
• Responds to Team Member and department needs including but not limited to: reminding department and store protocols, intervening if there is a customer/team member conflict
• Maintain and perform the daily operations of the Customer Service Department, delegating tasks when necessary; holds staff accountable when their performance does not meet company standards

Operations

• Performs daily opening and closing procedures for the front-end as assigned; follows the Customer Service’s cashier over/short policy; maintains drawers and consistently keeps stocked with adequate change
• Process sales transactions, accepts payments, calculate the cost of products or services; calculate and return change when required by the payment method
• Identifies when prices are inaccurate and informs the appropriate staff for correction
• Counts and prepares cash drawers for daily usage; counts the final tally of registers and cross references register count to recorded count; seeks discrepancies in drawer totals and backtracks to find the origin of the discrepancy Uses the appropriate communications to update the CS Leadership Team with including but not limited to: call outs, late arrivals, early departures, negative customer interactions