Full Time Customer Service Manager Buffalo Central

Tops is a well-established supermarket chain known for being a friendly neighborhood store that saves its customers both time and money. With a strong community focus and a solid reputation in the retail grocery industry, Tops aims to provide exceptional service while maintaining affordable prices and convenience for all shoppers. As part of the company’s core mission, every associate is dedicated to delivering remarkable customer service and enhancing the overall shopping experience. Recognized for its welcoming atmosphere and commitment to customer satisfaction, Tops is a favored destination for families and individuals looking for quality groceries and reliable front-end service. The Customer Service Manager (CSM) at Tops plays a pivotal role in upholding this vision by acting as the company’s goodwill ambassador. This full-time position, offering a salary of $21.50 per hour, is responsible for creating a great and lasting impression on customers from the moment they enter the store through the front-end checkout process. The role requires attributes such as honesty, patience, accuracy, and stamina, underscoring the importance of a professional and friendly presence. The CSM oversees the front-end team, ensuring that all associates maintain great customer relations and professional appearances. Training, coaching, and mentoring associates to deliver excellent service is a cornerstone of this position. Furthermore, the Customer Service Manager proactively addresses customer concerns in a timely and effective manner, adhering strictly to company policies to ensure the best experience possible. Another critical responsibility is managing store shrink by monitoring cashier handling of products, scanning accuracy, and maintaining compliance with shrink control procedures. Workforce management, including creating weekly staff schedules for front-end associates and ensuring proper staffing levels, is an essential part of the role. The CSM also ensures that all associates are trained adequately on ongoing promotions and fundraisers. In addition to customer service and operational oversight, the CSM is charged with maintaining a clean, safe, and well-organized environment across the front-end areas, including parking lots, vestibules, and checkout lanes. They are responsible for managing merchandise returns, enforcing safety, sanitation, and operational policies, and maintaining logs and reports necessary for store audits and state inspections. Regulatory compliance is also a substantial part of the role, particularly regarding alcohol, tobacco, food stamps, and WIC regulations. The position demands completing various store-level projects as assigned by management, along with managing front-end supply inventory and ordering. Overall, the Customer Service Manager role at Tops offers an excellent opportunity for individuals committed to leadership in retail customer service, operational excellence, and community engagement. The job requires individuals who are detail-oriented, customer-focused, and capable of managing multiple priorities in a fast-paced retail environment. The position offers competitive pay and the opportunity to be part of a respected brand that values diversity and inclusivity, ensuring fair treatment for all associates and customers.

• Must be 18 years of age