Customer and Employee Care Manager

Customer and Employee Care Manager supports the leadership efforts of the Store Manager in all aspects of store operations. Responsible for modeling excellent customer service by greeting and educating the customer and resolving concerns. Drives and models the company’s culture of integrity and transparency within the store and the community and ensures all teammates focus on delivering a “wow” shopping experience for the customer.
THE JOB

• Accomplishes customer service human resource objectives by  assisting with recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and enforcing policies and procedures.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed.

THE SKILLS THAT ARE NEEDED
Must possess excellent communication skills, basic math and computer skills, along with time management, problem-solving and organizational skills
Ability to inspire team members
Customer service
Technology

Essential functions:
Stand, walk, squat, bend and ability to lift heavy boxes and milk crates.
Repetitive use of hands

THE EXPERIENCES
2-5 years of job experience and prefer individuals with a supervisory background.
2-3 years managing others

KEY COMPETENCIES
Transformational Leader
Owner, thinks like its “their company”, loves this lifestyle
Leads Change through process, communication and most importantly by example
Evangelist – speaks the vision, to everyone and very often
Builds and Leads Great Teams
Attracts great people, spots the best easily, people want to work for them
Develops the bench
Raises the bar on performance and celebrates the wins
Figures It Out
Always learning, loves getting smart on a topic, intellectually curious
Proven technical/functional leader, can crack the code quickly
Strategic Visionary, obsessed with trend, detail and what it “could be”
Gets It Done
Fast answer, right answer
Prioritizes to win, knows the “need” to do’s vs the “nice” to do’s
Understands the ROI and makes decisions using analytics and financial data
WORK WITH US TO SHARE THE GOOD
If the prospect of helping to create an exceptional customer experience while improving your knowledge on healthy living, you will love us! We are obsessed with our products, our customers and the benefits that organic foods deliver to the earth, our communities and the planet.
Why we do what we do:
Love the Lifestyle
We are consumed with our products: the taste, the benefits to ourselves and to the earth
We choose to work at Mrs. Green’s because it is part of our lifestyle, not just a job
We apply what we learn about our products each day to ourselves as well as our customers
Learn & Teach
As associates we learn new things about our products and we teach our customers not only “what” we sell but “why” we sell it
Our favorite thing to say is, “Did you know that..?
We commit to learning new things every day to make ourselves and our customers better at making healthy choices for themselves and their families
Laugh & Live Healthy
Our commitment to our customers is to make every visit to Mrs. Green’s an awesome one, every time
We strive to make our customers smile (or even laugh) and truly be glad they came
Have fun