Description

Job Summary:

The Opening & Closing Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Is responsible for Opening/Closing store operations during assigned shifts with staff maintaining Company standards and ensuring customers receive exceptional service. This position acts as a leader on duty when General Manager and Assistant Manager are not on duty.

Supervisory Responsibilities:

· Trains new employees in the company’s customer service policies, procedures, and best practices.

· Organizes and oversees the schedules and work of assigned staff.

· Arrive on time and conduct a store safety and security check. 

· Disarm/Engage alarms and unlock/lock the store following company procedures. 

· Count and verify cash drawers, safe funds, and change orders. 

· Turn on or off equipment and ensure all espresso machines, ovens, and brewing equipment are operational. 

· Ensure store is operational by: Brewing coffee and preparing teas according to standards, 

stock cups, lids, syrups, milks, food items, and supplies. 

·  Review staffing assignments and delegate opening/closing tasks. 

· Verify inventory levels and note any shortages. 

· Ensure food safety and sanitation standards are met before opening/closing

· Clean and sanitize all equipment, counters, lobby areas, and restrooms

· Ensure all closing tasks are complete

Duties/Responsibilities:

· Manages a team of assigned employees and ensures they comply with company guidelines particularly related to quality of service.

· Delegate tasks and manage workflow during peak periods. 

·  Deliver exceptional customer service and resolve customer concerns. 

·  Monitor drink quality and food presentation standards. 

·  Ensure compliance with Company policies, safety procedures, and cleanliness standards. 

·  Train and mentor new employees. 

· Manage breaks and labor deployment during the shift. 

· Lead by example and maintain a positive team environment.

· Identifies opportunities to update or improve customer service procedures and makes recommendations to the Assistant Manager/ General Manager.

· Performs other related duties as assigned. 

Requirements

Required Skills/Abilities: 

· Excellent management and supervisory skills.

· Excellent verbal and written communication skills. 

· Extensive knowledge of customer service procedures and principles.

· Organized with attention to detail.

· Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

· Ability to coach and mentor customer service representatives.

· Ability to follow all safe food handling procedures and sanitation practices.

Education and Experience:

· At least three years of customer service experience required.

· Previous experience in a supervisory role preferred.

· Must have the ability to obtain a food handlers card and provide a receipt within the first 2 week of employment for reimbursement by the Company

Physical Requirements: 

· Must be able to lift- up to 50 pounds at times. 

· Must be able to stand for prolonged periods of time, crouch and bend throughout shift with little to no difficulties for 8.5 hours a day.

· Must be available to work variable shifts: early mornings, evenings, weekends, and holidays.