Experienced Customer Service Manager – Retail Store Leadership and Operations Expert

Introduction to arenaflex

arenaflex is a dynamic and inclusive organization committed to fostering a culture of belonging, where diversity is celebrated, and everyone is empowered to be their authentic selves. As a leader in the retail industry, we strive to create an outstanding customer experience, driven by our vision of service, quality, and neighborhood partnerships. Our stores are designed to provide a welcoming environment for both our customers and associates, reflecting our dedication to excellence and community engagement.

Job Purpose and Summary

The Customer Service Manager at arenaflex plays a pivotal role in directing and supervising all front-end functions, ensuring that our customer service, cash control, labor control, expense and supply controls, asset protection, maintenance, physical safety, food safety, associate, and customer engagement policies are meticulously followed. This role is not only about managing day-to-day operations but also about creating a shopping and working environment that embodies our company's commitment to service and quality. A key aspect of this position is identifying, developing, and nurturing the skills and abilities of our associates for future advancement, contributing to a strong company bench. The Customer Service Manager is also responsible for the execution of hiring and training within the store, balancing physical labor, delegation, team building, leadership, planning, and administrative tasks.

Key Performance Indicators (KPIs)

To measure success, we focus on several key performance indicators, including:

• Overall Customer Satisfaction (OSAT - Service): This gauge of the customer experience assesses various aspects of our business, such as assortment, cleanliness, freshness, staff friendliness, and stock availability, to ensure we are meeting our high standards of service.
• Produce Scanning: Ensuring accurate charging, proper replenishment, and minimizing shrink in the produce department.
• Items per Bag: Monitoring and optimizing the use of bags to prevent overspending and meet company goals.

Essential Responsibilities

The Customer Service Manager's responsibilities are diverse and critical to the store's success, including:

• Store Leadership (30%): Leading and empowering teams to deliver exceptional customer experiences, maintaining open communication, valuing diversity, and supporting an inclusive environment. Demonstrating and role-modeling exceptional customer service and ensuring associates provide efficient, courteous service.
• Fiscal Leadership (30%): Assisting in managing the fiscal budget, inventory, shrink, expenses, labor, and supply management with integrity and responsibility. Maximizing sales and profits through effective display, sales techniques, ordering, scheduling, and work planning.
• Department Leadership (15%): Participating as a motivated management team member, training and coaching the team on KPIs, customer service, product knowledge, and safety. Ensuring all policies and directives are communicated and executed positively and timely.
• Associate Leadership (15%): Responsible for hiring, training, and ensuring new associates receive proper onboarding and complete new hire training. Coaching, holding associates accountable, and ensuring adherence to employment laws and company policies.
• Safety and Compliance (10%): Adhering to regulatory compliance requirements, executing product recalls, cultivating a culture of safety, ensuring safety training, and maintaining equipment in good repair.

Qualifications and Requirements

To be successful in this role, candidates should possess:

• Required Education: High School Diploma or Equivalent.
• Preferred Education: Bachelor's Degree in Business or a related field.
• Language: English is required; proficiency in English and Spanish is preferred.
• Experience: Minimum 3-6 years of supervisory experience, with 1-5 years in a related field considered.
• Knowledge, Skills, and Abilities: Authorization to work in the United States, successful completion of pre-employment drug testing and background check, proficiency with computer applications, strong customer service skills, exceptional interpersonal, motivational, and communication skills, and possession of Food Safety Certification or the ability to obtain it within 180 days.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our associates. As a Customer Service Manager, you will have opportunities to develop your leadership skills, expand your knowledge of retail operations, and contribute to the development of future leaders. Our comprehensive training programs, coupled with our supportive and inclusive culture, provide a foundation for career advancement and personal growth.

Work Environment and Company Culture

arenaflex offers a dynamic and supportive work environment that values diversity, inclusivity, and community engagement. Our stores are designed to be welcoming and safe for both our customers and associates, reflecting our commitment to excellence and our vision of service and quality. As part of our team, you will be part of a culture that celebrates differences, empowers authenticity, and fosters a sense of belonging.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, along with a range of perks and benefits designed to support the well-being and success of our associates. These may include health insurance, retirement plans, paid time off, employee discounts, and opportunities for professional development and growth.

Conclusion and Call to Action

If you are a motivated and customer-focused individual looking for a challenging and rewarding role in retail management, we invite you to apply for the Customer Service Manager position at arenaflex. Join our team and be part of a dynamic and inclusive organization committed to excellence, diversity, and community engagement. Apply today and take the first step towards a fulfilling career with a company that values and supports your growth and success.

Apply Now