Cash /Customer Service Manager

Company Overview

At Nature's Emporium, we're more than just a grocery store, we're a community. A nation of like-minded individuals who share a deep commitment to health, wellness, and mindful living.

Our team, customers, and partners all believe in the power of quality nutrition, sustainable choices, and a holistic approach to well-being. Whether it's through organic foods, plant-based meals, or innovative health solutions, we strive to nourish lives and empower healthier lifestyles.

As a proudly Canadian company, we're dedicated to creating a better future, one meal, one conversation, and one healthy choice at a time. Join us in shaping a nation that puts wellness first.

About the Role

As the Customer Service Manager, you will lead the cashier team and oversee all front-end operations to ensure every customer receives friendly, efficient, and supportive service. You will maintain a warm and welcoming checkout experience, handle escalated inquiries and returns with professionalism, and work closely with the Store Manager and department leaders to keep the front end clean, organized, and running smoothly. Your leadership sets the tone for exceptional customer service and helps create an environment where every customer feels valued.

Responsibilities

• Foster a customer-centric culture focused on exceptional service and positive interactions
• Lead the cashier and customer service teams, including training, coaching, scheduling, and performance management
• Count cash and complete reconciliation reports, and investigate variances in returns, over/short, and coin orders
• Ensure all cashiers follow policies, procedures, health and safety requirements, and proper telephone etiquette
• Monitor customer interactions, including returns, discounts, complaints, and resolutions, and ensure concerns are handled professionally
• Work collaboratively other departments to maintain a consistent, high-quality customer experience
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution
• Maintain the organization and professional appearance of the front-end and cash office areas

Qualifications:

• Experience in a customer service management role, ideally in retail or grocery
• Excellent leadership, communication, and coaching abilities
• Strong problem-solving skills and comfort handling escalated customer concerns
• Organizational strength and ability to manage competing priorities
• Knowledge of natural and organic products is an asset
• Computer proficiency and experience with POS systems

Working Conditions:

• Varied hours, including weekends, evenings and holidays.
• May be required to open and/or close the store
• Standing for long periods of time and lifting up to 20lbs.

Benefits

• 20% Store Discount
• Extended Health & Dental benefits after three months of employment

Nature's Emporium is proud to be an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive and accessible workplace. We welcome and encourage applications from individuals of all backgrounds, abilities, and experiences. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process. If you require accommodation, please let us know, and we will work with you to meet your needs.

Job Types: Full-time, Permanent

Pay: From $51,000.00 per year

Benefits:

• Dental care
• Disability insurance
• Extended health care
• On-site parking
• Paid time off
• Store discount
• Vision care

Ability to commute/relocate:

• Maple, ON L6A 1C6: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are there any days/times that you are unable to work?

Experience:

• Management: 1 year (required)
• Cash management: 1 year (required)

Work Location: In person