Customer Service Supervisor

This is your opportunity to embrace a culture that reflects a sense of pride and ownership in work. Our Co-operative demonstrates mutual respect for the team & our members and shows care towards the community. We care for our employees and create strong teams in collaborative environments. 

The Customer Service Supervisor is responsible to ensure customer service is provided through maintaining a safe and efficient operation while adhering to Company policies, procedures, and standards. The Customer Service Supervisor reports directly to the Front-End Manager and provides direction & supervision to the Customer Service Cashiers, Maintenance Custodian, Janitor, Janitor Helper, Front End Service Clerks, File Maintenance and General Utility Clerks. The primary responsibilities include;

• Provides customer service and maintains positive customer relations through the proper handling of customer merchandise, questions, comments, requests, and complaints. Effectively works in a diverse team environment in a proficient and friendly manner.
• Plans and performs all aspects of the Front End /Customer Service Office including but not limited to; opening and closing duties, Lottery, Cash Balancing, security system checks, mail sorting, collecting vending machine money, maintenance of donation log, book exchange, bulletin boards, and communicating various public announcements, stocking and display functions in an efficient and organized manner 
• Handles merchandise ensuring quality, minimizing damages and markdowns. Provides substitutions and ensures price integrity including price changes.
• Performs general clean up duties such as cleaning spills and display fixtures to ensure a neat and organized department is maintained.  Responsible for ensuring the sales floor and back stock area are clean of cardboard and debris, including disposal of garbage.
• Performs duties following established Occupational Health & Safety, Food Safety and Environmental regulations and policies to ensure the health and safety of all staff and customers.
• Ensures the proper care, use and maintenance of equipment and tools, and reports repair requirements to the Front-End Manager or Duty Manager.
• Responsible for all aspects of ordering merchandise and supplies.
• Responsible for all aspects of receiving including reviewing/verifying and authorizing appropriate invoices, returns, transfers, claims and proper storage of products.
• Responsible for organizing and conducting inventory. 
• Provides supervision, support, and direction to all direct reports in the following areas: 
  • Ensures daily functions are carried out in an organized and efficient manner.
  • Ensures health and safety rules and regulations are adhered to. 
  • Provides technical training (e.g. orientation, commodity specific functions, etc) with day-to-day instruction.
  • Application of effective customer service techniques.
  • Participates in program implementation.
• Operates the checkouts and cash handling in an efficient manner.
• Maintains a working knowledge of PLU codes.
• Has knowledge of and can perform all duties of the Customer Service Cashier, File Maintenance and Service Clerk 
• Provides administrative support to the Front-End Manager in the following areas;
  • Participates in performance management of subordinates including verbal coaching, written work record documentation, preparation, and delivery of performance reviews. Front End Manager must be present for appraisals if ratings are below average or outstanding.
  • Assists Management in identifying high-potential employees.
  • Ensures subordinates are trained and possess the necessary skills, ability and experience required to perform quality work and meet the standards established by the Company.
  • Replaces shifts and authorizes appropriate documents.
  • Develops and maintains schedules, including inputting and editing as required with management approval.
  • Participates in the development of department work plans, yearly budgets, and leading meetings.
  • Participates in interviews as required (with the exception of peers) and provides other administrative support such as preparation of letters of offer, staffing requests and budget information etc.
• Provides direction as required, to staff in other departments to ensure established occupational health and safety rules/regulations and immediate customer service standards are addressed. Report any policy and procedure issues to the Front-End Manager or Duty Manager.

What skills and abilities will you need to be considered?

• Grade 12 education or acceptable combination of education and experience
• Six (6) months of Supervisory or equivalent retail experience, with strong product knowledge.
• Must be fluent in English.
• Basic receiving, ordering and merchandising skills. 
• Basic Word, Excel and Outlook

What skills and abilities will set you apart from others?

• Related post-secondary education
• Experience in supervising others, planning and organizing events, projects or programs
• Kronos knowledge

Benefits & Perks 

Calgary Co-op has excellent opportunities for increasing levels of responsibility, personal growth, and challenge. We offer competitive wages, extended health benefits for full-time and part-time employees, paid vacations, 5% employee discount (cashback) on all purchases, a recognition program, social committee events and employee & family assistance plan. As well as numerous training and development programs. 

About Calgary Co-op 

Owned by members, Calgary Co-op is one of the largest retail co-operatives in North America. We have locations in Calgary, Airdrie, Cochrane, High River, Okotoks and Strathmore, that include: food centres, pharmacies, gas stations, car washes, home health care centres, wine, spirits and beer stores, and cannabis stores. We also own and operate Community Natural Foods and Beacon Pharmacy. With over 456,000 members, 3530 employees, assets of $757 million and annual sales of $1.3 billion, Calgary Co-op is committed to delivering an exceptional customer experience through inspired team members. We are proud recipient of Canadian Grocer's 2024 Impact Awards for our commitment to sustainability & supporting employees.

We thank all applicants for their interest; however, only those being considered for an interview will be contacted.