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Job purpose:

The Customer Service Leader (CSL) works in support of the store leadership team to facilitate the completion of all store level tasks and performs a variety of tasks related to different areas of the store including food preparation, point of sale, customer service,

general housekeeping and other related functions. The desired candidate will be a person who would create a positive store culture by treating employees fairly and with respect. Additionally, they would be self-motivated, dependable, and able to work effectively

in a fast-paced environment while maintaining 100% total customer focus and operational excellence.

Duties and responsibilities:

Ensuring that every customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging customers, maintaining outstanding standards, product knowledge and all other components of customer service.

Greet customers and provide an enjoyable experience

Ensure the proper execution of assigned food service programs and procedures

Adhere to the execution of established Royal Farms rules, policies, procedures, and systems

Ensure the proper execution of all Royal Farms marketing programs

Operate the point of sale and maintain proper cash controls

Provide leadership to their retail team members to ensure a pleasant customer service experience. Respond to customer’s needs

Solicit customer feedback through various communication vehicles

Implement a strategy to consistently meet the expectations of all customers

Maintain operational excellence and consistency in store cleanliness, customer service, food safety, merchandising, and just in time replenishment

Complete all side work as required (i.e., cleaning, dusting, sweeping, mopping, emptying trash, etc.)

Highly effective communication

Ensuring the compliance of Royal Farms‘ policies, procedures, and systems (people, safety, assets, cash, etc.)

Complete other tasks as assigned


The ideal candidate for the Customer Service Leader position will:

Have consistently demonstrated strong leadership skills

Understand that their success is based on the success of their teams, and aspire to make the people around them better than they are

Have strong written, verbal, and interpersonal communication skills

Possess strong supervisory, organizational skills, and basic computer skills

Be able to interact easily with diverse employees

Have at least one (1) years restaurant/retail management experience or

High school diploma or GED required

Must be at least 18 years old to be considered for the position

Have thorough knowledge of and be committed to Royal Farms culture and values

Be knowledgeable of and have the ability to use a personal computer

Basic business math and accounting skills, and strong analytical and decision-making skills

Must be available to work all shifts, weekends, and holidays based on business needs

Direct reports:

Customer Service Team members