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502 Railroad St St. Johnsbury, VT 05819 www.caledoniafood.coop

Customer Service Manager

DEPARTMENT REPORTS TO PAY CLASSIFICATION LAST UPDATED\ 70 Checkout General Manager Hourly-non-exempt March 13, 2026

Job Summary\ Oversees and is responsible for the regular functions of the Checkout department

About Caledonia Food Co-op

Caledonia Food Co-op is a member-owned grocery store that draws together the diverse communities of\ Caledonia County and surrounding areas in an inclusive space supporting food justice, local resilience,\ environmental stewardship, area food producers and a vibrant downtown St. Johnsbury.

Essential Job Duties

? Supervise, schedule, and manage timecards for the Checkout staff.

Financial accountability, cash office closing procedures, bank deposits, etc.

Facilitate company growth through improved customer service and engagement.

Communication with staff members should be clear, direct, and respectful in a style appropriate to

a cooperative work environment.

Recruit, mentor and develop customer service staff members and nurture an environment where

they can excel through encouragement and empowerment.

Develop service procedures, new-hire trainings, policies and standards as needed.

Promote team building and motivate staff to accomplish assigned goals.

Take corrective counseling measures and/or disciplinary action as needed for staff, according to

our Employee Handbook.

Acts as MOD when needed and is responsible for overall store operations.

Lead by example following Co-op policies and procedures. Be an example to all store personnel

by being well versed in store policies and procedures.

Ensure employee evaluations are thorough and completed on time.

Oversee eShop/Curbside operations if active

Works closely with the Marketing staff to ensure Marketing and Outreach programs run smoothly

for operations.

Additional Duties

? Act as a company representative when dealing with vendors and local businesses, etc.

Assist in special projects/duties as assigned by Store Manager and/or General Manager.

Essential Skills

? Experience in retail food store environment (preferably in natural foods industry) with knowledge\ in operations.

? Management experience: hiring, training, terminating, and evaluating personnel.

Good customer service skills for both internal and external customers

502 Railroad St St. Johnsbury, VT 05819 www.caledoniafood.coop

? Strong attention to detail and good organizational skills

Good time management skills

Ability to handle multiple demands, work under time pressures, and meet deadlines

Willingness to be open, to learn, and to take on new responsibilities/challenges

Demonstrate objectivity, neutrality, and calmness under pressure

Ability to take direction and work independently

Good computer skills and familiarity with Microsoft applications, email, etc.

Essential Mental & Physical Requirements

? Works independently with limited guidance

Performs a variety of tasks independently as dictated by organizational demands

Relates information to diverse individuals both orally and in writing

Must have good analytical ability and be proficient in math

Standing, bending, walking, reaching and sitting

Ability to climb up and down ladders and stairs

Ability to lift up to 50 lbs.

Experience and Educational Requirements

? A minimum of three years experience in a Customer Service Manager role or an Associate degree\ and 1 year of applicable experience.

Other Qualifications

? Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA\ & other federal, state & local standards including meeting qualitative and/or quantitative\ productivity standards

? Ability to maintain reasonably regular, punctual attendance consistent with the ADA, FMLA &\ other federal, state and local standards

? Compliance with all personnel policies

Important Disclaimer Notice

The job duties, elements and responsibilities, skills, functions, experience, educational factors, requirements and conditions listed in this job\ description are representative only and not exhaustive of the tasks that the employee may be required to perform. The Co-op does reserve

the right to revise this job description at any time and require employees to perform other job duties as assigned.

Caledonia Food Cooperative Inc.

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