Customer Service Assistant Manager - Northampton

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

Requires open availability, including evenings and weekends.

Status: Reports to Customer Service Manager

              Supervises Customer Service Team

Pay Level: VIII, exempt.

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.