Customer Service Captain

Job description

Menomonie Market Food Co-op

**Interested applicants please apply on our website: https://mmfc.coop/careers/

Customer Service Captain Position Description

STATUS: Full Time Hourly

PAY SCALE: C

REPORTS TO: Customer Service Manager

SUPERVISES: Customer Service Team

Do you love customer service and sustainable, local food?

The Customer Services Captain is accountable for prompt, friendly, courteous customer service, accurate cash handling, and customer education and information at the register. This position supervises the Customer Services Team to meet objectives for ownership, labor, and customer service. Availability to work all shifts as required to ensure leadership coverage for the store.

Candidates must complete an employment application at mmfc.coop/careers to be considered for the position.

About Menomonie Market Food Co-op
Menomonie Market Food Co-op is the only community-owned grocery
store and deli in Menomonie, Wisconsin. Our mission is to be central
to a thriving healthy community; we work to promote local producers,
support the cooperative model, and create a friendly and welcoming
customer experience.

About Employment
Menomonie Market Food Co-op is an equal opportunity employer. We
hire qualified individuals without regard to race, color, national origin,
ancestry, age, religious affiliation or creed, gender, sexual orientation,
gender identity, marital status, disability, or any other protected status
under federal or state law. Applicants from all walks of life are encouraged
to apply.

Job summary:

The Customer Services Captain is accountable for prompt, friendly, courteous customer service, accurate cash handling, and customer education and information at the register. This position supervises the Customer Services Team to meet objectives for ownership, labor, and customer service, and our Ends statement, which is to be central to thriving, healthy communities. Availability to work all shifts as required to ensure leadership coverage for the store.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

I. CUSTOMER SERVICE AND INTERNAL SERVICE

• Provide excellent customer service to our shoppers, making customers’ needs the priority whenever on the sales floor or answering the phone.
• Share information with our shoppers about MMFC happenings, educational opportunities, and the benefits of co-op ownership.
• Provide excellent internal customer service to all staff members, maintaining an attitude of goodwill toward oneself and others.
• Help to create a work environment that is cooperative, fun, productive, and safe, and that focuses on solutions instead of problems.
• Work to resolve any customer complaints or issues with appropriate department manager and any internal conflicts directly.

II. LEADERSHIP

• Model supportive and participatory leadership; promote team building within the staff.
• Treat people with consistency and fairness, in a style appropriate to a cooperative work environment.
• Ensure that communications are clear, direct, and respectful.
• Ensure the integrity of MMFC’s Ends Statement in decision-making and interactions with others.
• Use correct channels to respectfully resolve interpersonal conflicts.
• Act as a model to all store employees by following all policies and procedures and upholding the Ends, vision, and values of the organization.

III. CUSTOMER SERVICES

• Oversee Customer Services Team in cashiering, opening and closing procedures. Create and maintain daily and weekly checklists for regular tasks.
• Ensure accurate and helpful information to customers and owners.
• Ensure that shoppers are kept informed of store happenings and understand the benefits of co-op ownership.
• Uphold safe money handling procedures.
• Complete the daily deposit and provide feedback to cashiers on over/short and other errors. Work with Finance Manager to solve any discrepancies in the daily deposit.
• Assist with placing change orders, coupon redemption, and other administrative tasks as assigned.
• Run reports and utilize data to monitor potential sources of loss and help improve cashier performance. Communicate with cashiers about errors.
• Maintain communication with the Merchandising department to incorporate promotional priorities into talking points.

IV. PERSONNEL MANAGEMENT

• Provide appropriate department-specific training to ensure that all direct reports are proficient in the skills and knowledge required for their positions.
• Conduct timely and meaningful performance evaluations in accordance with MMFC procedures and standards.
• Recommend pay raises within department budget and MMFC pay scale.
• Take disciplinary action as needed following established policies.
• Ensure department staff is informed of storewide meetings and policy changes.
• Ensure staff are engaged in the pursuit of the department’s and MMFC’s goals.
• Participate in hiring practices as directed by the department manager.
• Participate, as directed by the department manager, in scheduling direct reports to provide adequate support for the organization.

V. DEPARTMENT SUPPORT

• Work regular Shift Captain shifts, including night and weekend shifts. (see Shift Captain job description.)
• Encourage shoppers to become owners. Sign up new owners.
• Report customer comments, complaints, and suggestions to the appropriate manager.
• Offer samples and suggestions for purchase and use of products, as appropriate.

*

• DEPARTMENT MAINTENANCE
• Ensure that department areas are in clean, safe, orderly condition, meeting health department standards
• Maintain appropriate levels of department supplies within budget.
• Establish and maintain proper storage and labeling procedures.

QUALIFICATIONS:

• Supervisory experience preferred
• Previous experience in a fast-paced retail setting
• Previous experience in customer service and/or money handling preferred.
• Knowledge of cooperatives preferred
• Computer literacy
• Ability to stand for long periods
• Ability to work in close quarters with other people
• Ability to handle multiple demands
• Demonstrated ability to follow through on commitments
• Ability to communicate respectfully, clearly, and completely
• Calmness under pressure
• Ability to project an outgoing, friendly personality
• Attention to detail, accuracy
• Willingness to work evenings and weekends
• Ability to regularly lift up to 50 pounds
• Regular, predictable attendance

Our staff earn a variety of benefits: 20% discount on purchases, paid time off, a discounted shift meal, and more!

Visit mmfc.coop/careers for a full list.

Job Type: Full-time

Pay: $18.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Paid time off
• Vision insurance

Work Location: In person

Salary : $18 - $26