HQ Customer Service Coordinator

Job Type: Location Type: On-site

 

Description

Job Responsibilities:

• Support the implementation of customer service standards and procedures, helping ensure consistency across assigned stores or departments.
• Assist in daily front-end and customer service operations (e.g., customer inquiries, returns, problem resolution), escalating issues to management as appropriate.
• Monitor store performance, customer feedback, and service quality, and assist in addressing issues as they arise.
• Analyze customer comments and basic customer data (e.g., survey results, feedback logs) to identify service improvement opportunities and support informed decision-making.
• Plan and support customer experience initiatives, including promotions, events, and service programs in coordination with store leadership.
• Lead or assist with the coordination of pop-up events and in-store customer experience activities (such as service programs, cooking demos, or tastings), including collecting, organizing, and summarizing feedback and results.
• Coordinate with internal teams (Marketing, Merchandising, Operations) and store leadership to support aligned and timely execution of customer service and promotional activities.
• Help train and guide front-line team members on customer service standards, store procedures, and best practices to support consistent service quality and brand presentation.
• Track basic key performance indicators (e.g., customer feedback trends, participation counts, simple sales results tied to events) and assist in preparing reports to support ongoing improvement efforts.
• Perform other related duties as assigned to meet business needs.

Requirements

Requirements:
• 1 to 5 years of experience in customer service, retail, or related fields.
• Experience supporting events, promotions, or similar customer-facing activities is preferred.
• Basic cooking knowledge; familiarity with Japanese cuisine is an advantage.
• Comfortably connect with people and reach a level of hospitality that exceeds customers’ expectations
• Has a passion for food, thrives in a fast-paced environment and can still maintain a calm demeanor
• Able to approach every situation with a YES! attitude and seek to find a solution to all opportunities that arise.

Qualifications:
• Demonstrates analytical and problem-solving skills, using data and experience to identify and resolve issues in a timely manner.
• Strong interpersonal skills; maintains confidentiality and listens to others without interrupting.
• Effective oral and written communication; presents information and numerical data clearly and persuasively.
• Supports organizational goals; follows policies and procedures; completes tasks correctly and on time.
• Adaptable to change, delays, and unexpected events; shows initiative, seeks increased responsibilities, and takes calculated risks.
• Exercises sound judgment in decisions and planning; prioritizes and organizes work, uses time efficiently, and sets goals and objectives.
• Demonstrates professionalism, treats others with respect, accepts responsibility, and follows through on commitments.
• Meets productivity standards, works efficiently, monitors quality, and looks for ways to improve performance.
• Observes safety and security procedures, reports unsafe conditions, and uses equipment and materials properly.

Education/Experience/Licenses:

• Associate degree from a two-year college preferred but not required.
• Minimum of 1-5 years of experience in a retail or grocery chain establishment, with strong customer service and time-management skills.
• Previous grocery/retail or restaurant experience required; prior management experience in a grocery store is highly desirable.
• Valid driver’s license and proof of insurance required.
• Required licenses/certifications: California State Driver’s License, Food Handler Card.

Certificates & Licenses:
• California State Driver’s License
• Food Handler Card

Language Ability:

• Ability to read, analyze, and interpret technical procedures and government regulations related to grocery establishments in English required.
• Ability to comprehend procedure manuals and communicate and respond effectively to questions in English.
• Ability to interact with all levels of management; Japanese language skills preferred.