Customer Service Lead - Sendik's Food Market

Sendik's Food Markets, a Milwaukee Journal Sentinel “Top Workplace” since 2012, is a rapidly growing organization looking to hire people who thrive in a customer-oriented, fast-paced environment. We are a family-owned business with a goal of offering our customers the best grocery shopping experience, period. We do this by selling products of the highest quality for a great value, all while providing exceptional customer service. We currently have 18 store locations – Whitefish Bay, Wauwatosa, Mequon, Grafton, Elm Grove, Franklin, Greenfield, Germantown, New Berlin, West Bend, Bayside, Hartland, Greendale, Brookfield – The Corners, Waukesha – Meadowbrook, Hales Corners, Marquette and Oconomowoc with a focus on continued growth. At Sendik's Food Markets, we pride ourselves on not only our ultimate customer satisfaction and high-quality products, but the 2,000+ associates dedicated to building the Sendik’s Brand.

Role Title

Customer Service Lead 

Manager

Customer Service Manager 

Job Summary

The Customer Service Lead will be responsible for modeling and promoting Sendik’s culture by consistently providing “best in class” service to our guests. The main responsibility of the Customer Service Lead is to oversee office tasks, associates, customer satisfaction and standards for Customer Service, in the absence of a Customer Service Manager. As a part of the Sendik’s leadership team, the Customer Service Lead must demonstrate accountability, strong team management skills and hands-on involvement, both on the floor and with the team. 

Our Values:

Service: We will treat every customer like a beloved family member or friend and find a way to say “yes” to our customers. It’s important that we engage with every customer that enters our store, and follow the 10/4 rule. At the end of any interaction with a customer, we will offer a sincere “Thank you for your business!”

Passion: We have a passion for excellence and to be the best at what we do. We will seek product knowledge and commit to quality by believing in the Sendik’s brand.

Nimbleness: Provide great solutions for our customers by exploring all possibilities and welcoming change. We will be quick to respond to our customers and use “Red Truck Service” when additional assistance is needed.

Duties/Responsibilities

• Serve customers while modeling Sendik’s culture and providing “best in class” customer service, which includes, greeting, engaging, delighting and thanking every guest for their business
• Provide consistent, timely and friendly customer service when answering questions, making suggestions and resolving complaints 
• Encourage customers to participate in our monthly charity partnerships and Red Bag Rewards program
• Manage all areas of Customer Service, consistently leading by example and applying effective management techniques 
• Assist with opening and closing duties including, but not limited to, unlocking registers, balancing safe, reviewing daily schedule, settling drawers, and completing cleaning lists 
• Assist with completing lane audits by reviewing register balances to make sure all transactions are entered and accurate; investigate any discrepancies as they arise 
• Assist with monetary needs including, but not limited to, placing daily change orders, bank deposits and petty cash
• Review lottery ticket stock to confirm accurate inventory count; investigate any discrepancies as they arise 
• Assist with reviewing daily punches and making corrections as needed 
• Assist with managing office supplies, candy and tobacco ordering and inventory 
• Assist with scheduling break/meal times to ensure coverage throughout the day
• Assist with answering phones and transferring calls 
• Assist with maintaining Customer Service reports including, but not limited to, accounting logs, change order request, special request items, delivery logs, customer concerns and lost and found
• Oversee, manage and train associates; including, but not limited to coaching, performance improvement, recognition, 1:1 meetings and feedback
• Communicate with Customer Service Manager in regards to department conditions, associate relations, department hiring needs, associate accidents and other concerns as needed 
• Participate in additional training and leadership activities as directed 
• Assist with store promotional sales events as needed
• Maintain a clean and safe work environment by adhering to safety/sanitation regulations and procedures
• Assist with accurately and efficiently checking out orders 
• Assist with all other Customer Service duties as needed

Qualifications:

• Must be a minimum of 18 years of age due to handling wine and spirits 
• Prior experience in customer service, cash handling and leadership experience is required
• Ability to successfully lead, coach, train, develop and motivate a team
• Ability to provide clear direction and delegate responsibilities to a team 
• Ability to quickly adapt to changing conditions, priorities and circumstances
• Ability to maintain composure, meet deadlines and work effectively under pressure 
• Ability to work effectively in a fast-paced environment 
• Excellent communication, organizational and planning skills 
• Ability to make independent decisions regarding department needs and priorities 
• Strong verbal and written communication skills
• Strong sense of urgency, time management, prioritization and multitasking skills
• Strong computer skills, working knowledge in Microsoft Office product suite and Google Products  
• Excellent attention to detail 
• Excellent problem-solving and conflict resolution skills 
• Exceptional customer service skills 
• Ability to accommodate a fluctuating schedule, including evening, weekend and holiday shifts 
• Ability to stand, walk, lift, bend, push/pull for extended periods of time
• Ability to lift up to 50 pound