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Employment Type:
Full time
Job Category:
Customer Service
Food & Beverage
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Service Desk Full-Time Team Leader
Wegmans Food Markets, Inc. | Northborough, Massachusetts
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Job Description

A glimpse at the job:

At Wegmans, our employees are ambassadors of incredible customer service and strive to answer questions, solve problems and assist in a variety of ways. As a member of the Service Desk team, you will be on the front line of ensuring customer satisfaction. As a Team Leader in this department, you will oversee the operations of the service desk and will lead and develop a team of employees. If you’re an outgoing people person who enjoys working with others and can solve problems with ease and efficiency, this could be the role for you!

I will add value by:

·         Overseeing the entire operations of the Service Desk including hiring & staffing, scheduling, training & developing team members and managing payroll

·         Leading by example by correctly performing and ensuring employees are properly trained to perform tasks throughout the department including operating lottery and That’s T.H.E. Ticket machines; administering the Shopper’s Club program; selling stamps and money orders; renting out carpet cleaning machines; checking out customers as necessary; performing refunds and exchanges; cleaning and maintaining the bottle return room; etc

·         Delegating tasks to team members and empowering them to take on new challenges, being certain to provide ongoing timely feedback and annual performance reviews that focus on their growth and professional development

·         Understanding and educating team members about Wegmans policies, acting in accordance with these guidelines but making exceptions where appropriate to ensure customer satisfaction

·         Acting as a resource for customers to turn to when they are unsure where to direct a question or concern, finding a solution or locating the correct person/ department to assist them; being sure to respond with a sense of urgency and poise

·         Balancing a variety of tasks at one time which may include answering and transferring calls, being attentive to customers and supporting team members when they need assistance

·         Properly completing all paperwork and reports regarding food borne illness, product recalls and other food safety issues and acting as a resource for customers to go to with questions or concerns; being sure to educate team members of proper practices and procedures

·         Leading employees by example to follow company initiatives and programs, working to implement these in the department and create excitement among team members

·         Maintaining open lines of communication with department and area managers, team members and other departments to ensure the most efficient operations for the Service Desk and the store as a whole


What abilities I must bring to the table to be considered:
  • Customer service or service desk experience, preferably in a food service, grocery or retail setting
  • Experience working as a cashier and operating a cash register
  • Understand, recognize and implement the company values; striving to make a difference by empowering employees and promoting high standards and excellence in all areas (Who We Are)
  • Use performance and career development tools to manage and develop others, working with employees to set and achieve individual and department goals
  • Practice proper planningandstaffing techniques which include managing time and resources
  • Work towards continuous improvement to encourage change; find ways to increase profitability and productivity; and improve processes, products & customer service in the department(s)
  • Use data analysis, wisdom, experience, judgment, and past actions as well as input from other sources for decision making, always considering the impact on customers, sales and contribution (profit)
  • Control inventory levels and expenses such as payroll and shrink to impact bottom-line contribution (profit) for the department
  • Ability to multi-task and react to a variety of situations at one time
  • Demonstrate customer relations skills by building relationships with customers and practicing good judgment in ensuring customer satisfaction
What will set me apart from other candidates:
  • Managerial/ supervisory experience, preferably in a Service Team Leader or equivalent role
Work environment:
  • Continuous interactions with customers and co-workers in a fast-paced environment
  • Typical motions include repetitive hand and arm movements, occasional bending and frequent reaching
  • Responsible for moving and lifting an average of 3 – 8 pounds with a maximum weight lifted of 40 pounds occasionally
  • May be exposed to various allergens
  • Will be required to spend the majority of time on his or her feet and stand or walk without a break for up to 4 hours
  • Employment at Wegmans may be contingent upon your completion and our evaluation of a physical, drug screen and/or criminal background check.

About Wegmans Food Markets, Inc.

Wegmans Food Markets, Inc. is a 62-store supermarket chain with stores in New York, Pennsylvania, and New Jersey. The family-owned company was founded in 1916. Wegmans is recognized as an industry leader, an innovator, and is known for its strong commitment to the communities where it operates stores. It has been listed among Fortune magazine's "100 Best Companies To Work For in America" for five consecutive years.

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