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 ASSISTANT MANAGER

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

Status: Reports to Customer Service Manager

Supervises Customer Service Team

Pay Level: VIII, exempt.

Location: Northampton, MA

Purpose: The Customer Service Assistant Manager will provide a high level of service to River Valley Co-op’s internal and external customers and will be responsible for building and maintaining a positive image for our co-op. The Customer Service Assistant Manager will be responsible for establishing and sustaining relationships with consumers and staff by providing direct supervision of sales floor operations, consistent communication, and actionable accountability. The Customer Service Assistant Manager will also help to initiate and maintain a culture of engagement through training and positive influence.

Essential Duties & Responsibilities

SALESFLOOR

• Direct daily workflow to maximize labor in conjunction with department Shift Leaders.
• Shared responsibility with the Customer Service Manager to review shift swaps and shift preference forms for approval.
• Shared responsibility with the Customer Service Manager to manage time-off requests based on policy and operational needs.
• Create and maintain department schedules.
• Communicate staffing concerns to the Customer Service Manager.
• Continually lead and model a culture of customer service excellence.
• Document performance or behavioral concerns on the sales floor.

TRAINING

• Create and maintain a comprehensive training manual for all Customer Service Staff on cash handling best practices, cash room procedures, and appropriate processing of all tender types.
• Facilitate all new hire training:
  • Cash handling.
  • Tender types.
  • Policies and procedures.
  • Culture and behavioral expectations.
  • Point of Sale functionality and protocol.
• Assist in the assessment of probationary period monitoring for all new staff.
• Submit benchmark reporting to applicable business partners.

COMMUNICATION

• Manage communication of new coupons, deals, sales, and promos throughout the store.
• Ensure that all department staff are aware of changes or events.
• Partner with the IT department to ensure proper promotional functioning at the Point of Sale.
• Communicate effectively with all levels of staff throughout the Co-op.
• Manage the departmental huddle content.

FACILITIES & OPERATIONAL

• Implement and maintain organizational systems to solidify department functionality.
• Manage weekly supply inventory and ordering processes in conjunction with Shift Leaders.
• Monitor the lost and found processes.
• Monitor and maintain communications regarding the Point of Sale system.
• Manage cash handling supply inventory and ordering processes.
• Manage price discrepancies and return procedures.

ALL STAFF DUTIES

• Abide by all Co-op policies and procedures.
• Keep the office clean and orderly.
• Maintain a positive attitude.
• Uphold daily general management responsibilities.
• Attend department and storewide meetings.
• Perform other tasks assigned by the Customer Service Manager.

Qualifications

ESSENTIAL

• Outstanding customer service skills.
• Previous management experience.
• Proficient in Google Suite and Microsoft Office.
• High-volume cash handling experience.
• Attention to detail and good organizational skills.
• Flexible - willingness to be open, to learn, and to take on new responsibilities.
• Demonstrate objectivity, neutrality, and calmness.
• Demonstrate accuracy and thoroughness.
• Effective 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.
• Ability to be flexible and to adapt to changing conditions quickly.
• Ability to manage time with consistent weekly deadlines for reporting and other time-sensitive assignments.
• Demonstrated ability to work with customers and co-workers from various cultural backgrounds.

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 up to 50 lbs.

PREFERRED

• Natural and local foods (retail, wholesale).
• The ability to speak Spanish, French, or Swahili is a plus.

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