POSITION RESPONSIBILITIES/ACCOUNTABILITIES

The Customer Service Assistant Manager provides customer services by researching and documenting issues, questions and problems. Leads customer service representatives in providing response to customers and guiding internal resources and forwarding necessary actions to prevent recurrence. This role provides information, resolves issues, and assists customers on products and services, ensuring customer satisfaction, and develops a positive image of AGNE by explaining capabilities and performance. Part of the essential functions of this position include responding to customer inquiries and providing information pertaining to modifications of existing or potential orders, as well as identifying and resolving discrepancies in invoices and orders before they become an issue.

The Customer Service Assistant Manager organizes workload to ensure deadlines are met and schedules work assignments in order of priority, and researches information, compiles statistics, gathers and computes various data. In this role, you will review, monitor, and process correspondence to and from customers, coordinating the submission of periodic reports to management. This position is responsible for improving operations, efficiency and service to both internal and external customers. This includes implementing efficient and cost effective systems to ensure that service operations are accomplished in a timely and cost effective manner. Represents the company in setting up new customers with vendors and internally with sales, finance, security and other various departments. Provides consultation and collaborates with customer service team to ensure proper set up and installation.

As the Customer Service Assistant Manager, you will provide timely feedback to the senior management regarding service failures or customer concerns, in support of the Manager. It is also an essential function to identify, initiate contact with, and influence customers in a manner that is consistent with the vision and mission statement in order to meet or exceed company goals. Identify, diagnose and respond to specific customer needs in order to enhance the quality of customer service and satisfaction, and promote a mutually beneficial relationship. Additionally, this role provides references for customers by writing documentation; ensuring use of consistent messages and terminology in internal communications and promotional campaigns, publications, and presentations, providing support and help, in support of the Manager.

The Customer Service Assistant Manager designs, establishes, and maintains an organizational structure and staffing to effectively accomplish the organization’s goals and objectives; recruits, employs, trains, supervises, and evaluates unit staff, in support of the Manager. Investigates and resolves customer complaints in a timely manner. In support of the Customer Service Manager, this position supervises and sets up new customers into computer systems and system operation procedures and facilitates interaction between customer service and all other AGNE departments. Oversees the processing of routine returns, as appropriate, including the coordination of the return and replacement of defective merchandise. Performs other duties as assigned or required.

ESSENTIAL SKILLS & EXPERIENCE

The right candidate for this role will have at least three years of management experience in a related field and knowledge of customer service standards and procedures. It is imperative that the Customer Service Assistant Manager has the ability to resolve customer complaints and concerns, as well as possess the knowledge of retail management principles and practices. This position also requires the ability to supervise and train staff, including organizing, prioritizing, and scheduling work assignments. We are looking for someone with strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.

The Customer Service Assistant Manager must possess the ability to foster a cooperative environment and to work in a collegial manner with peers in other departments. Having skill in organizing resources, establishing priorities, data management and tracking are all essential to this role. The right candidate must have the ability to develop and maintain record keeping systems and procedures, as well as proficiency in the use of personal computers and related software applications.

REPORTING TO THIS POSITION:

Customer Service Representatives and related personnel will report to this position.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

Work is normally performed in a typical interior/office work environment with no or very limited required physical effort. There is also no or very little exposure to physical risk.

WHY WE’RE A GREAT PLACE TO WORK:

As a retailer-owned wholesale cooperative, Associated Grocers of New England (AGNE) is dedicated to the success of its members and committed to serving the needs of independent grocers. We achieve our mission through: integrity, a supportive employee environment, concern for the communities we serve, efficient and innovative operations, and a commitment to excellence.  AGNE is recognized in New Hampshire as the employer of choice.  We attract great people, with great passion working for a great purpose.  Employees who build a career at AGNE enjoy:

Medical/dental/vision insurance
Health savings account with employer contribution
401K match
Profit sharing program
Flexible spending account
Life and AD&D insurance
Tuition reimbursement
Employee purchase program
Employee assistance program
Paid time off
Vacation time off
Paid holidays/personal/sick days
Computer purchase program
Volunteerism policy
Well-being program with incentives
Verizon cell phone discount
Committee Participation
Dedicated Nursing Mother’s Room
Fruit Available Daily
SNHU, 10% off
10% off at NH Corporate Grocery Stores
Family Leave Policy
Bereavement Pay
Weekly Pay
And more!
Join our dynamic team today, click “Apply Now” and someone will be in contact with you promptly.