Customer Service & E-Commerce Supervisor - Full Time at arenaflex

At arenaflex, we're dedicated to nourishing people and the planet through our commitment to quality, sustainability, and customer satisfaction. As a Customer Service & E-Commerce Supervisor, you'll play a vital role in driving the success of our checkout experience and grocery delivery & pickup programs at your assigned store. If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and driving process improvements, we want to hear from you.

Job Summary:

As a Customer Service & E-Commerce Supervisor at arenaflex, you'll be responsible for leading the Customer Service & E-Commerce programs, focusing on driving safety, quality of outbound online orders, excellent pickup experience, team productivity, and program execution. You'll monitor key performance indicator metrics and visual cues in-store to assess the Team's performance in these areas. Your daily operations will include managing capacity, labor utilization, adherence to pick processes, and drop of task execution (for E-Commerce); and, cash management, customer demand management, labor utilization, and execution of store processes (for Customer Service). As a Supervisor, you'll support the Team Leader in leading and developing Team Members, promoting arenaflex's core values, Leadership Principles, and goals.

Key Responsibilities:

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Deliver Outstanding Customer Experience:

Hold all Team Members accountable for delivering exceptional customer service, ensuring a positive and memorable experience for every customer.

Establish Clear Expectations:

Set clear expectations for balancing in-store customer service and completing online orders, ensuring seamless execution of both processes.

Monitor Customer Flow:

Continuously monitor in-store and online customer flow, assigning customer service-related and online order completion tasks to balance the needs of all customers.

Stay Ahead of the Competition:

Stay aware of relevant competitors and industry trends, identifying opportunities to improve processes and enhance customer experiences.

Effective Response to Customer Questions:

Ensure an effective and efficient response to customer questions, requests, and/or concerns, resolving issues promptly and professionally.

Collaborative Relationships:

Foster and maintain collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners, such as Amazon delivery drivers.

Positive Team Environment:

Encourage a positive environment of outstanding teamwork, mutual respect, and exceptional morale, recognizing and rewarding Team Members for their contributions.

Team Member Safety and Security:

Maintain Team Member safety and security standards, ensuring a safe and healthy work environment.

Compliance and Regulatory Requirements:

Ensure compliance with relevant regulatory rules and standards, adhering to arenaflex's policies and procedures.

Team Development and Coaching:

Develop, coach, mentor, and motivate Team Members in a manner that sustains a high-performing Team and minimizes turnover.

Process Improvement:

Proactively identify process improvement opportunities, implementing changes to enhance efficiency, productivity, and customer satisfaction.

Communication and Modeling:

Consistently communicate and model arenaflex's core values, Leadership Principles, and support goals, demonstrating a commitment to excellence and customer satisfaction.

Essential Qualifications:

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Retail Experience:

12+ months of retail experience, with a focus on customer service and team leadership.

Task Management:

Ability to perform task management, balancing dynamic customer flows and prioritizing tasks to meet customer needs.

Analysis and Problem-Solving:

Strong analysis skills to root cause underperformance, either observed or demonstrated by metric performance.

Interpersonal and Motivational Skills:

Excellent interpersonal, motivational, team building, and customer relationship skills, with the ability to teach others in a positive and constructive manner.

Technical Skills:

Proficient with email, Microsoft Office, and operations-related applications.

Preferred Qualifications:

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Leadership Experience:

Previous leadership experience in a retail or customer-facing environment.

Process Improvement:

Experience with process improvement initiatives, with a focus on driving efficiency and productivity.

Customer Service Training:

Training or certification in customer service, with a focus on delivering exceptional customer experiences.

Physical Requirements/Working Conditions:

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Lifting:

Must be able to lift 50 lbs.

Standing/Walking:

In an 8-hour workday, standing/walking 6-8 hours.

Hand Use:

Single grasping, fine manipulation, pushing, and pulling.

Work Environment:

Exposure to FDA-approved cleaning chemicals, temperatures 90 degrees Fahrenheit, and a wet and cold environment.

Flexible Schedule:

Ability to work a flexible schedule, including nights, weekends, and holidays as needed.

Tools and Equipment:

Ability to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery.

Compensation and Benefits:

arenaflex offers a competitive hourly wage range of $17.00 - $23.60, commensurate with experience. We also offer a comprehensive benefits package, including health insurance, retirement plan benefits, eligibility for a store discount, paid time off, and access to other benefit programs. Eligibility for benefits is determined under the terms of the applicable benefits plan at a person's date of hire.

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer, committed to providing a fair and equal employment opportunity for all Team Members and candidates, regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic.

How to Apply:

If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and driving process improvements, we want to hear from you. Apply now to join the arenaflex team and start your career journey today! Apply for this job