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Customer Service Manager

East Jordan, MI


Posted on October 23, 2018

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About Customer Service Manager

At SpartanNash, “we deliver what our guests want , when they want it – fast and friendly.” We take pride in service excellence and enjoy providing a great customer experience. There are many retail employers, but not all offer a place where you can learn, grow and thrive. That’s why SpartanNash is a cut above the rest.

This position is located at Family Fare East Jordan

Position Summary

Responsible to lead the day to day activities of the front end operations in a retail store, ensuring the guest assistance, customer service, cashier, and cash office areas are fully staffed, trained and operating to company standards. Responsible for the financial aspects of the front end operations of the store.

Minimum Requirements


High School Diploma (Required)

or equivalent (GED).

Job Experience

Two years of retail experience preferred.

Supervisory Experience


Responsibilities and Essential Duties

Manage a team that completes all front end cash register purchases (i.e., cash, check, debit/credit/EBT cards, gift certificates) and other transactions (i.e., bottle return, money order) to ensure accurate and timely transactions as well as high levels of customer service.

Assist team with transaction corrections (i.e. refunds, over rings, credits) as needed.

Maintain constant follow-up to ensure that return-to-stock items are handled in a prompt and orderly manner with the most immediate attention given to perishable items, and handle spoiled/damaged products per established guidelines.

Maintain knowledge of the store?s sales program including ad items, special prices, coupon deals and other features.

Oversee the cash office team to ensure the bookkeeping and cash controls are maintained per company audit standards.

Implement and maintain work schedules, labor control and payroll expense control programs for the department.

Implement the OWN IT! (One customer to Wow Now by Interacting and providing Total satisfaction) service programs, and models high standards of service to achieve a customer oriented store.

Responsible for department management including staffing, training, performance management and career development of associates, and developing and monitoring department goals. Develop and monitor department budget as required.

Make recommendations to improve current programs and processes.

Maintain a clean and well-stocked department; ensure the department complies with Company standards.

The above statements are intended to describe the general nature and levels of work being performed as assigned for this job. This is not intended to be an exhaustive list of all responsibilities, duties and requirements; additional responsibilities may be assigned as needed.

Knowledge, Skills Abilities

Strong written and verbal communication, and bookkeeping skills. Good organization, prioritization, decision-making, problem solving and conflict management skills. Strong leadership abilities with capability to work in a hands-on environment. Good strategic planning and business acumen skills. Good knowledge of retail store operations; knowledge of retail management systems. Proficient in Word, Excel and PowerPoint. Bilingual skills helpful based on demographic region.

Physical Requirement

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to lift and/or move up to 20 pounds. The associate is frequently required to sit/stand/walk. May be required to travel. While performing the duties of this position, the employee is subject to a typical retail store environment (varied temperatures) and is rarely exposed to outside weather conditions. The employee will be exposed to refrigerated/freezer coolers on a frequent basis. The noise level in the work environment is usually low to moderate.


General office equipment (i.e., computer, telephone, copy/facsimile machine, etc.)

General retail equipment (i.e., pallet jack, pricing gun, box cutter, cash register, etc.)

Job at a Glance

About SpartanNash

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How to Apply