Customer Service Manager Posting Date:

07/22/2026

Franklin, MA Apply Now Category/Area of Expertise:

Retail Operations Job Requisition:

491589

Address:

USA-MA-Franklin-40

Franklin Village Dr Store Code:

Quincy MA_Human Resources Brands (5148913) Here at Stop & Shop, we've been serving our customers and neighborhoods for more than a century. A lot has changed in that time, but one thing hasn't: Stop & Shop is a place where everyone can thrive and feel like they're part of family. Our more than 50,000 associates enjoy competitive salaries, comprehensive benefits and discounts to support professional and personal journeys and flexibility that fits their lives. We invite you to pull up a seat and discover the ways you can make an impact. There's always room at our table! As a leader in the retail grocery industry, we are committed to feeding all the important moments in our customers' lives. We are seeking a highly motivated and results-oriented Customer Service Manager to play a crucial role in driving positive community impact, operational excellence, and financial success.

What we ask of you:

Department Management:

Oversee the daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash Office
Ensure departments meet or exceed sales and profit targets
Maintain high standards of sanitation and safety, ensuring compliance with all regulations
Accountable for leading the recruitment, hiring and new hire orientation, while maintaining a high level of talent within the department

People Development and Diversity:

Direct, oversee, and evaluate the training completion of all Customer Service department team members
Monitor and evaluate associate performance and ensure associates have development plans to support professional growth
Foster a culture of diversity and inclusion within the team
Engage and retain associates by fostering a positive work environment

Labor Relations:

Manage labor relations to ensure compliance with company policies and labor laws
Address and resolve employee issues and grievances in a timely and effective manner

Customer Service Excellence:

Cultivate a culture of excellence in customer service, providing best-in-class service
Ensure customers experience a well-stocked store with the freshest product offerings
Support team members in their training to consistently deliver exceptional customer service

Operational Efficiency:

Monitor and analyze key performance metrics related to customer service and sales
Identify opportunities for process optimization and implement solutions to enhance operational performance
Manage departmental budgets, expenses, and financial targets to achieve profitability goals

Compliance and Safety:

Ensure all departments comply with company policies and regulatory requirements
Conduct regular safety audits and training sessions
Maintain a clean and safe working environment for all associates

Community Engagement:

Actively engage with the local community to understand their needs
Develop and maintain positive relationships with community organizations, schools, and other stakeholders
Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact What you bring to the table:
1-3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments including Front End, Online Pick-up and Cash Office
Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience
Highly motivated, results-oriented, and a self-starter with a proven track record of success
Strong ability to influence and communicate effectively across different functions
Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously
Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals
Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders
High level of customer service skills, with a genuine passion for exceeding customer expectations
Creative and strategic thinking abilities to drive innovation and continuous improvement
Effective organizational and time management skills to ensure efficient operations
Ability to work flexible hours, including weekends and holidays What we bring to the table:
Culture committed to celebrating diverse backgrounds and experiences
Comprehensive benefits
Opportunities for professional development and career growth
Associate discounts
Team of associates dedicated to serving our local customers and supporting our communities If you are passionate about customer service, thrive in a dynamic environment, and are committed to making a difference, we invite you to apply.

The salary range for this position is $64,800-$97,200 Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law. 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