At The GIANT Company we're committed to making our stores and facilities better every day for our team members, customers, and communities. It's our secret recipe for success and it guides everything we do. We put our customers first, do what's right, win together, and make ideas happen. As a team member here, that's exactly what you'll help us do. You'll share your ideas, learn new skills, and really make a difference for not only your team, but for your customers and your community. Who is The GIANT Company? The GIANT Company, based in Carlisle, Pa, serves millions of customers across Pennsylvania, Maryland, Virginia, and West Virginia in our nearly 200 stores. Since 1923, caring for our customers has launched as us a grocer of choice in the communities that we serve. The GIANT Company's mission goes beyond the four walls of our stores, at the heart, our purpose is Connecting Families for a Better Future. We accomplish this by providing high-quality, sustainable products at an affordable price every day allowing for families to gather around the table each night. When families are strong, communities are strong. If communities are strong, this is how we change the world together. What is the mission of the Customer Service Specialist?At The Giant Company, we aim to provide every customer with the best shopping experience by upholding our commitment to serve with kindness, ensure product freshness, and deliver exceptional savings and rewards. As a Customer Service Specialist, your role is critical in driving excellence in customer service, focusing on improving key satisfaction metrics and ensuring adherence to company policies as well as federal and state regulations. Through coaching and training team members, you will create a culture of continuous improvement, empowering team members to deliver an amazing customer experience that aligns with our company's customer promises. What will I do as a Customer Service Specialist at The GIANT Company?
- Execute customer service programs throughout all areas of the store including fuel station and Giant Direct, ensuring a cohesive and high-quality customer experience.
- Collaborate with other departments to integrate customer service principles into every aspect of the shopping experience.
- Enhance the customers online shopping experience to ensure the highest quality of product, in-stock condition, and accuracy of order.
- Oversee and deliver key financial performance indicators (KPIs) for the region, focusing on areas critical to achieving company customer service, shrink, and compliance objectives.
- Responsible for regulatory compliance, as well as company standards and procedures for the fuel, front-end, and Giant Direct departments.
- Regularly conduct store visits, dedicating the majority of time to coaching and developing team members, with the goal of achieving business results and fostering personal growth.
- Responsible for Front-End merchandising standards and conditions, optimal scheduling in service departments, and efforts to enhance customer service efficiency.
- Identify underperforming stores related to NPS and execute comprehensive turnaround plans to address service and operational deficiencies, aiming for a sustainable improvement in performance.
- Collaborate with Human Resources to identify staffing gaps and develop strategies to recruit and develop team members.
What do we expect you to bring to the table? The ideal candidate is a leader with 2-5 years of managerial experience in a retail environment, known for driving teams to exceed customer satisfaction goals. This individual has a proven aptitude for operational excellence and team development, with a track record of implementing strategies that enhance efficiency and elevate the customer experience. They are a skilled communicator who excels at collaborating effectively at various levels across the organization.
- Excellent written and verbal communication and interpersonal skills; able to work with and inspire diverse teams.
- Customer-centric mindset.
- Able to adapt and drive change.
- Demonstrated ability to develop and sustain strong teams.
- Knowledgeable of state and federal regulations.
- Strong problem-solving and decision-making skills.
- Bachelors degree or equivalent experience.
10 reasons why you should join The GIANT Company:
- Purpose-Driven Mission: Join a company dedicated to Connecting Families for a Better Future, where your work directly impacts the strength of families and communities.
- Inclusive and Diverse Workforce: We are committed to creating an inclusive environment where diverse voices are valued and equitable opportunities are provided for all.
- Career Growth and Development: With opportunities for professional growth, mentorship, and leadership development, The GIANT Company supports your long-term career journey.
- Community Focus: Be part of a company that gives back to the communities it serves, making a meaningful difference beyond the store walls.
- Sustainability Commitment: Work for a company that prioritizes sustainability and responsible sourcing to ensure a better future for generations to come.
- Innovation and Leadership: We lead with innovation, constantly improving processes and products to deliver exceptional customer experiences.
- Comprehensive Benefits: Enjoy competitive compensation and a robust benefits package designed to support your physical, mental, and financial well-being.
- Employee Empowerment: At The GIANT Company, you're encouraged to bring your ideas to the table and make a real impact on the business and its customers.
- Long-Standing Reputation: Join a trusted brand that has been a staple in the community for over 100 years, known for its dedication to customer care and quality service.
What are the details?
- Position Posting Length: The position posting will be live for 2 weeks after the posting date listed at the top of this page.
We would love to have you become a part of The GIANT Company and join us in our journey to change the world! Apply today! The GIANT Company is an equal opportunity employer. We comply with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law.