Job Description
Job Description
Company Overview
Established in 1929, Heinen’sis a leading, family-owned grocery retailer known for its premium-quality products and outstanding customer service. Now in its fourth generation of family leadership, Heinen’s operates 24 locations – 19 in the Cleveland, Ohio area and 5 in the Chicago, Illinois market – supported by two distribution warehouses, a food production facility, and a corporate office located in Warrensville Heights, Ohio.
Our culture is rooted in an associate-first philosophy, placing a strong emphasis on the well-being, development, and quality of life of every team member. We offer competitive compensation, professional development and leadership training programs, paid time off, and flexible scheduling designed to promote a healthy work-life balance.
Job Summary
The Customer Service Manager delivers an exceptional customer experience aligned with Heinen’s commitment to quality and service. This role oversees front-end operations – including the service desk, checkout, parcel pick-up, and e-commerce areas – while leading and developing a high-performing customer service team. Partnering with store leadership, the Customer Service Manager promotes a strong service culture, resolves customer concerns professionally, and supports daily operations to ensure brand standards, customer loyalty, and a welcoming store environment.
Key Responsibilities
- Lead, train, and develop Front-End associates to achieve productivity goals, meet corporate initiatives, and maintain high standards of customer service.
- Prioritize and delegate daily tasks in alignment with evolving business needs.
- Maintain clear and effective communication with front-end teams, merchandising staff, and corporate partners.
- Work collaboratively with associates, assisting with daily operations as necessary.
- Manage weekly scheduling of Front-End associates to ensure optimal coverage and efficiency.
- Create, distribute, and analyze performance scorecards to drive continuous improvement within the Front-End department.
- Provide effective leadership, fostering a positive and productive team environment.
- Support the recruitment, hiring, and onboarding process for new team members.
- Stay current on in-store product knowledge to better assist customers and team members.
- Attend mandatory corporate and vendor meetings and training sessions.
- Adhere to and enforce all company food safety and personal safety standards.
- Perform additional duties as assigned to support business operations.
Qualifications
- High school diploma or equivalent required.
- Minimum of 1 year of experience in a Front-End environment preferred.
- 1–3 years of leadership experience strongly preferred.
- Proficient in Microsoft Office Suite (Outlook, Word, Excel, Teams, PowerPoint).
- Strong understanding and adherence to company policies and standards.
- Proven ability to lead, make informed decisions, and manage change in a fast-paced, dynamic environment.
- Excellent verbal and written communication skills.
- Exceptional organizational, time management, and planning abilities.
- Skilled in coaching, training, and providing constructive feedback to team members.
- Willingness and ability to perform all Front-End associate duties when required.
- Ability to frequently lift and/or move items up to 50 lbs.
- Comfortable working in various weather conditions.
- Flexibility to work extended hours as needed to meet business goals.
- Availability to work a non-traditional schedule, including weekends and evenings.
Heinen’s, Inc. provides equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other characteristic protected by federal, state, or local law.
Sunday through Saturday work week. Schedules are made two weeks in advance.
Scheduled days and times will vary.
Full-time, 40 hours per week.