The Sullivan Family of Companies (SFOC) has been doing business in Hawai`i for over 70+ years and is locally-owned and operated. We are a group of related, but independently operated businesses including Foodland, Food Pantry, The Coffee Bean & Tea Leaf Hawaii, hotel gift shops, markets and more. We are strongly committed to sharing our passion for extraordinary service, unmatched quality and innovation, and delivering exceptional food and shopping experiences to inspire our community.
We are currently seeking a Customer Service Supervisor to support Food Pantry and HI Steaks stores with customer service efforts to ensure employees are fulfilling expectations of our service culture. Focus and goal of position is to motivate, encourage and promote customer service programs.
Hours and Travel of Work:
- Fulltime salaried position.
- Average 40 hours per week.
- Responsible for supporting up to 55 Food Pantry locations, 4 HI Steaks, 2 Redfish, B-Side, and Lost + Found.
- Weekly expectation: One office day to complete administrative duties and up to 28 store visits for remainder of week.
- Monthly expectation: Support all assigned Oahu locations at least 2x/month and all assigned neighbor island locations 1x/month. Adjust schedule as needed based on service needs.
- Travel of position requires Oahu: 3x/week; neighbor island: up to 2x/week. The majority of time will be on the road visiting stores both on Oahu and the neighbor islands and on occasion weekend and /or nights will be required.
Qualifications:
- A positive, upbeat role model of outstanding customer service.
- Self-motivation as the position is unsupervised while on the road visiting stores and requires daily preparation for store visits.
- Organization skills to manage workload and required weekly administrative work duties.
- Strong written and verbal communication skills.
- Ability to speak with all levels of personnel from an employee still in high school - to the executive management team.
- Presentation skills required for daily one-on-one coaching sessions and monthly presentations to a larger group of approximately 25 employees.
- Strong interpersonal skills with the ability to respond to employee opposition toward customer service.
- Ability to motivate, coach, encourage and inspire others to provide outstanding customer service.
Store Visits:
- Visit stores to observe, coach, train, support and encourage associates with customer service efforts. Work with associates, store manager and district manager.
- Continually communicate service expectations and responsibilities for employees and store management.
- Communicate new service initiatives to ensure understanding, execution and implementation of expectations.
- Confirm that all Service responsibilities are completed during store visits.
- Complete Observation Form and review action plan with store manager or associate during each visit.
- Identify and review behavior and employee performance trends as noted on the store’s surveys and observations with the store manager.
- Work closely with the store manager and district manager to strategize ways to improve service at their store and support priority associates.
- Communicate challenges and service activity/progress with district manager on a weekly basis.
Follow Up:
- Follow up with stores regarding comments on mystery shop reports or activity observed during store visits via email or phone call.
- Recommend tips/ideas on how to improve behaviors and how store management team should support.
Workshops:
- Help conduct workshops on all islands on a quarterly basis for each line of business.
- Conduct customer service workshops for associates needing additional support and training. Focus on priority stores and employees. Offer as needed.
- Recommend workshops based on specific needs of store/company
- Recommend changes to workshop based on specific needs of store.
- Help train employees on all new service initiatives as needed.
Program Development:
- Recommend programs, activities, contests and incentives to help improve service levels at specific stores needing support.
- Together with Service team, develop quarterly programs and incentives to help improve service levels company-wide.
Job Type: Full-time
Pay: From $42,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
Experience:
- customer service: 1 year (Preferred)
- coaching, training, and presentation: 1 year (Preferred)
Willingness to travel:
Work Location: Hybrid remote in Honolulu, HI 96816