Customer Service Coordinator

The Customer Service Coordinator leads the Cashier & Ice Cream teams, coordinates with other department leaders, and ensures Freshfield Farm’s customers enjoy a remarkable shopping experience. 

SUPERVISORY PERSONNEL RESPONSIBILITIES

Customer Service Supervisors, Cashiers, Ice Cream, and Shopping Cart Crew

ROLE EXPECTATIONS

• The Customer Service Coordinator (CSC) has the mandate to lead their department effectively and efficiently and must be willing to partner with other department leaders. This may require flexing labor between departments and sharing resources to accomplish objectives.
• Ensure customer satisfaction by providing a superior level of service. Customer expectations should be anticipated and schedules and operations adjusted to meet them (e.g., shift personnel to meet customer demand).
• Write and adjust team schedules for effective and efficient labor usage.
• Problem solve for the team and our customers.
• Deescalate with an occasional upset customer (and assist the team in doing the same) per company standards.
• Hold members of the CS team accountable.
• Promote Freshfields Farm’s Values by rewarding and coaching the team in accordance with them.
• Maintain a visible presence on the sales floor for 32 – 37 hours per week. Ensure a leader “has the floor” while customers are in the building.
• Communicate to store management and company leadership any issues affecting CS operations.
• Deliver daily and weekly reports.
• Manage & oversee various audits (uniform, scale accuracy, etc.)
• Troubleshoot POS equipment as needed.
• Be available to respond to emergencies on the property, including while the store is closed.
• Problems (mistakes, rework, breakdowns, inefficiencies, and deviations from protocol) must be brought to company leadership to be addressed.
• Ensure that your time and the time of your team is used efficiently.

REASONING ABILITY & MATHEMATICAL SKILLS

The ability to relate to, and effectively interact with people on a personal level is requisite, as is the ability to identify and define problems, collect data, establish facts and draw valid conclusions. Candidates must be able to exercise logical mathematical reasoning as it relates to currency and scheduling.

WORKLOAD & PHYSICAL DEMANDS

All applicants must have full availability to work weekends, and be able to work an average of 42 hours per week (usually falling sometime between 8:45 a.m. and 7:30 p.m.). Saturdays and Sundays will regularly be a part of the five day work week, with occasional exceptions.
 
The physical demands described here are representative of those that must be met by a candidate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk and stand for extensive periods.  Candidates must be able to effectively communicate with customers and direct reports.  The employee must occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The work environment will largely be indoors, where temperatures will regularly be near or below 65°F. There will be short intervals of outdoor work required (checking parking, cart availability, landscaping, etc.).  The noise level in the work environment is usually moderate.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION & / or EXPERIENCE

Successful applicants will be personable, highly organized, creative, teachable, and resilient. A Bachelor of Arts Degree (B.A.) from a four-year college or university; Five (5) years related experience and/or training; or equivalent combination of education and experience is preferred. Computer skills a must. Background in store operations and work scheduling required.

We are a growing, family-owned retailer that sells only the freshest produce and meat. As we add stores, this position serves as a feeder, with top performers earning opportunities for promotion. The CS Specialist position has a well-defined "Path for Growth" for those interested in growing along with us. You'll have the opportunity to impress customers while working alongside some of the hardest-working, most creative people in the fresh produce and meat business.

• Why Freshfields Farm exists: Stewardship of our God-given opportunities.
• What we do: Offer customers the finest quality, freshest meat and produce.
• Our values: Respect, Integrity, Excellence, Generosity, & Loyalty.