Customer Experience Assistant Manager

Description

About Mackenthun’s Fine Foods

Mackenthun’s Fine Foods has been a family owned and operated business since 1917.  The Mackenthun’s Experience is a celebration that strives to enrich and support our local communities, delivering a consistent experience across all channels while empowering and engaging employees.

Our Values: 

• Build Relationships
• Provide Fair and Honest Treatment
• Create Memorable Moments
• Encourage Health and Wellness with Indulgence

Job Summary

The Customer Experience Assistant Manager is responsible for overseeing the Customer Service department, including managing a team of Customer Service Managers, Cashiers, Courtesy Clerks, and providing leadership for the Mack Shack Food Truck, Home Delivery Drivers and Fundraising Events. This role ensures the smooth operation of the customer service function across multiple platforms, delivering exceptional service to customers while fostering a high-performing team. The Assistant Manager will be tasked with strategic planning, team development, performance monitoring, and ensuring that each team meets its goals in line with the Mackenthun’s brand and customer experience standards.

In addition to overseeing in-store customer service operations, the Assistant Manager will take on the responsibility for coordinating food truck operations, home delivery logistics, driver performance, and fundraising events ensuring that all services meet the same high standards expected from the store.

• Leadership & Team Management:
  • Oversee and manage the entire Customer Service department, including Customer Service Managers, Cashiers, Courtesy Clerks, Mack Shack Food Truck Team, and Home Delivery Drivers.
  • Supervise, mentor, and guide the Customer Service team and logistics teams (food truck and home delivery), fostering a positive, high-performance culture.
  • Lead the recruitment and training of new employees across all areas of responsibility, ensuring each team is aligned with Mackenthun’s values.
  • Conduct performance evaluations, set goals, provide coaching, and handle performance improvement for all team members.
  • Ensure that all team members are provided with the tools, training, and resources they need to succeed in their roles.
• Mack Shack Food Truck & Home Delivery Oversight:
  • Provide leadership for the Mack Shack Food Truck, overseeing day-to-day operations, ensuring compliance with food safety regulations, and optimizing service efficiency and customer satisfaction.
  • Coordinate schedules and manage staffing levels for the food truck team to ensure consistent, quality service during peak times, events, and off-site locations.
  • Lead the Home Delivery Drivers team, ensuring timely, accurate deliveries while maintaining high levels of customer service.
  • Monitor performance of both teams, setting clear goals and ensuring drivers and food truck staff adhere to company policies and safety standards.
  • Collaborate with the marketing and operations teams to drive food truck promotions and special events, enhancing the customer experience and increasing awareness of Mackenthun’s services.
• Strategic Oversight & Operational Efficiency:
  • Assist with the development and implementation strategies to enhance customer experience across all teams and platforms (storefront, food truck,home delivery, and fundraising).
  • Ensure efficient scheduling, effective use of resources, and timely response to customer needs in both food truck and home delivery services.
  • Monitor and assess performance metrics, including customer satisfaction and delivery times, to identify areas of improvement and drive excellence in service delivery.
  • Collaborate with inventory management to ensure food truck and home delivery drivers are stocked with necessary items and supplies for daily operations.
• Customer Interaction & Resolution:
  • Address and resolve customer complaints, escalations, and concerns across all areas of the business, ensuring a positive customer experience at every touchpoint.
  • Maintain a detailed understanding of all offerings, including store products, food truck menu, and delivery services, ensuring that staff and customers receive accurate information and assistance.
• Policy Development & Implementation:
  • Assist in the Development, implementation, and enforce customer service policies that align with Mackenthun’s values, ensuring consistency across store, food truck, and home delivery operations.
  • Assist in establishing safety protocols and ensure that food safety and delivery standards are met for the food truck and delivery drivers.
• Financial & Inventory Oversight:
  • Manage cash handling procedures for the store, Mack Shack Food Truck, and home delivery operations, ensuring that all transactions are handled accurately and in accordance with company policies.
  • Oversee inventory management for the food truck and home delivery logistics, ensuring proper stock levels, minimizing waste, and tracking product usage.
• Cross-Departmental Collaboration:
  • Collaborate with the store leadership team, operations, and marketing to integrate customer service and logistics functions seamlessly.
  • Work with HR to ensure that all teams are compliant with labor regulations, including scheduling, safety training, and policy enforcement.

Supervisory Responsibilities

• Manage and supervise the Customer Service Managers, Cashiers, Courtesy Clerks, Mack Shack Food Truck Team, and Home Delivery Drivers.
• Lead the recruitment, training, and development for all direct reports, ensuring the alignment of performance with company goals.
• Provide ongoing coaching, feedback, and performance evaluations for all team members.
• Assist fostering a collaborative work environment that promotes accountability, teamwork, and growth.

Financial Responsibilities

• Oversee cash handling, cash drawer management, and balance tills for all departments (store, food truck, and home delivery).
• Ensure financial performance targets are met by optimizing staffing levels and operational costs for both food truck and home delivery.
• Assist with budgeting for food truck operations, including food supply costs, delivery vehicle maintenance, and driver reimbursements.

Other Duties

• Ensure the Mack Shack Food Truck is maintained, fully stocked, and operational during all scheduled events.
• Provide hands-on support in customer interactions, helping resolve issues across the store, food truck, and delivery services.
• Assist with special events including Bagging and Car Wash Fundraisers and marketing initiatives to promote the Mack Shack Food Truck and home delivery services.
• Ensure cleanliness, organization, and safety across all customer service platforms, including the food truck and delivery vehicles.

Requirements

Qualifications

• Education: High school diploma or GED required; Bachelor’s degree in Business, Hospitality, Management, or related field preferred.
• Experience: At least 1-2 years of customer service management experience with leadership in food services and delivery or logistics management.
• Skills:
  • Strong leadership and team-building skills, with the ability to work cooperatively cross-functionally.
  • Excellent communication, problem-solving, and decision-making abilities.
  • Ability to manage multiple operations and teams while maintaining attention to detail and service quality.
  • Strong understanding of food safety, delivery logistics, and customer service principles.

Physical Demands

• Ability to stand, walk, and move frequently throughout the day.
• Must be able to lift up to 25 lbs and handle physical tasks related to food truck and delivery operations.
• Ability to work in various environmental conditions, including outdoor settings for the food truck and delivery in varying weather.

Work Environment

• Moderate noise levels in-store, with outdoor conditions for the Mack Shack Food Truck and driving conditions for the Home Delivery Drivers.
• Ability to work across different work environments: the store, food truck, and home delivery vehicles, adapting to varying customer needs and operational demands.

Salary : $20 - $22