Customer Service Shift Leader

Job Details

Job Location
River Valley Co-op Northampton - Northampton, MA

Position Type
Full-time 35

Salary Range
$20.00 - $22.50 Hourly

Job Shift
Open Availability

Description

River Valley Co-op Our Mission: River Valley Co-op staff members are all empowered ambassadors for our cooperative's mission of creating a just marketplace that nourishes the community.

Cooperative values and the larger cooperative movement inspire us to work together for a more sustainable and just future. As a team, we work to leverage our grocery retail's economic impact for positive social change in the food system, our environment, and our community. We are committed to social justice and developing our anti-racism and multicultural skills throughout our organization.

Our cooperatively-owned business values working together in partnership with our local food producers, other vendors and service providers, community organizations, employees, and our customers to serve our community food needs in ways that sustainably support our mutual needs and aspirations. We prioritize building and sustaining our business operations capacity to generate positive impacts for our employees, business partners, customers, local economy, the common good of our community, and the environment.

Our friendly store operations specializing in fresh, local, organically grown, and natural foods, builds community resilience and grows our local economy. We work hard and have fun doing it, act with honesty, kindness, and respect, and strive to improve every day.

Position: CUSTOMER SERVICE SHIFT LEADER

Full-time 35-40 hours. Requires open availability, including evenings and weekends.

Status: Reports to Customer Service Manager

Pay Level: IV, non-exempt.

Location: Northampton, MA

Purpose: Our Customer Service team is responsible for welcoming shoppers into our physical and virtual stores and processing their orders efficiently and accurately. Everyone on the team's essential contribution is to meet people where they are and to do their very best to make every shopper feel welcome and appreciated. The Customer Service Shift Leader is responsible for the day-to-day direction of the team on the sales floor to ensure that we consistently meet that responsibility. It is essential that the Customer Service Shift Leader model positive behavior during times of intensity, assist in training new staff, and offer guidance to all customer service staff in all aspects of their job. The Customer Service Shift Leader also participates in accurate and efficient cash handling processes, including preparing deposits and reconciliation.

Essential Duties & Responsibilities

CUSTOMER SERVICE DESK

• Answer customer questions and resolve complaints/issues. Refer unresolved questions or problems to the Manager on Duty, department managers, or other appropriate staff.
• Issue credits to customers for returned items, adhere to co-op policy, and ensure that returns are appropriately disposed of. Records shrink promptly and accurately.
• Promptly answer and route phone calls, answer phone questions if possible, and take and route messages as needed.
• Sign up customers for classes or other events.
• Support owner services by assembling new owner packets, signing up new owners and Food for All customers, and updating the Customer database.
• Sell gift cards in person and over the phone, including processing orders for local non-profit organizations.

CASHIER SUPPORT

• Make and manage the break schedule for the day.
• Assist Managers by contacting staff to cover call-outs.
• Train cashiers as assigned by Customer Service Management, including Point of Sale operation, product knowledge, tenders, co-op programs, and register policies.
• Resolve scan discrepancies for Customers and notify the Point of Sale Specialist, Category team, and/or Manager on Duty of any price or item discrepancies.
• Communicate with cashiers and keep them updated on products, policies, and program information.
• Maintain supplies needed for the smooth operation of the department, including bags, tape, pens, forms, sanitizer, etc.
• Direct customer service staff during downtime, including sending them to support in other areas of the store.

CASH HANDLING

• Prepare daily deposits and fill out daily cash sheets.
• Set up tills at open, deliver change as needed throughout the day, and pack up tills at the close.

CASHIERING

• Work regular cashier shifts as assigned.
• Create and maintain a feeling of welcoming friendliness for all shoppers and community members when they visit our stores.
• Process shopper purchases at our registers and on Webcart accurately and efficiently, including the application of the appropriate discounts, coupons, and tenders.
• Package customer purchases carefully, with special attention to the placement of delicate items, food safety, and customer requests.
• Offer carry-out service to shoppers. When in our parking lot, maintain personal safety through awareness of others and adherence to right-of-way rules, and maintain lot safety through collecting carts and picking up discarded items.
• Accept and process Buying Club orders as needed.
• Maintain a clean, tidy, and safe work environment.
• Participate in bi-annual ownership drives.
• Be familiar with the benefits of co-op ownership, and provide helpful information about it to customers who are not owners-process owner payments.
• Make effective use of downtime, including bagging for co-workers, stocking and packaging products, maintaining full stock levels in product departments, assisting on service counters, and participating in projects across the store as assigned.

COMMUNICATION

• Be an active participant in the department and store huddles and their equivalent on Beekeeper.
• Communicate effectively with all levels of staff throughout the Co-op.
• Communicate with Customer Service Management regarding any Staff job performance or behavior concerns.

ALL STAFF DUTIES

• Attend and participate in team and store meetings.
• Abide by all Co-op policies and procedures as outlined in the Employee Handbook and other co-op documents.
• Maintain a positive attitude.
• Perform all other duties as assigned by the Customer Service Manager.

Qualifications

ESSENTIAL

• Outstanding customer service skills.
• Attention to detail and good organizational skills.
• Ability to be flexible and to adapt to changing conditions quickly.
• Demonstrate objectivity, neutrality, and calmness, with an ability to stay calm under pressure.
• Demonstrate accuracy and thoroughness.
• Practical communication skills in English.
• Ability to read and comprehend instructions.
• Ability to work as a collaborative team player.
• Ability to follow through on systems, procedures, and policies.
• Ability to work efficiently in a fast-paced environment.

FUNCTIONAL

• Standing, walking, bending, sitting, reaching.
• Ability to stand for extended periods.
• Using hands or fingers to handle or feel.
• Repetitive use of hands for grasping, pushing, pulling, and fine manipulation.
• Ability to use office equipment with or without accommodation, computer, Point of Sale, scanner, fax, and copier.
• Ability to lift 50 lbs.

PREFERRED

• Demonstrated ability to work with customers and co-workers from various cultural backgrounds.
• Previous experience working within a union environment.
• Familiarity with Natural foods.
• The ability to speak Spanish, French, or Swahili is a plus.

River Valley Co-op is an equal opportunity employer encouraging excellence through diversity.