Customer Relations Manager at Heinen's

Company Overview

Established in 1929, Heinen’s is a leading, family-owned grocery retailer known for its premium-quality products and outstanding customer service. Now in its fourth generation of family leadership, Heinen’s operates 24 locations – 19 in the Cleveland, Ohio area and 5 in the Chicago, Illinois market – supported by two distribution warehouses, a food production facility, and a corporate office located in Warrensville Heights, Ohio.

Our culture is rooted in an associate-first philosophy, placing a strong emphasis on the well-being, development, and quality of life of every team member. We offer competitive compensation, professional development and leadership training programs, paid time off, and flexible scheduling designed to promote a healthy work-life balance.

Job Summary

The Customer Relations Manager plays a key role in ensuring exceptional customer experiences by serving as the primary liaison between customers and internal teams. This role oversees daily customer service operations, resolves complex issues, drives process improvements, ensures timely and effective communication, and leads a small team to uphold the highest standards of excellent service. 

Key Responsibilities

• Deliver exceptional customer service across phone, email, and online channels, ensuring professional and timely responses.
• Resolve complex customer inquiries using critical thinking, problem-solving, and proactive follow-up.
• Lead process improvements to enhance service quality, efficiency, and customer satisfaction.
• Prepare and present monthly performance reports and scorecards to Heinen’s Leadership, highlighting key customer service metrics and trends.
• Maintain internal training documents to reflect current and updated processes.
• Oversee the integration and performance of customer service software and technology platforms.
• Manage the Customer Relations content on the company website and coordinate related updates with internal teams.
• Support production and distribution of printed materials for key programs such as Tasteful Rewards.
• Train and support team members on internal systems, customer service protocols, and company programs.
• Keep the team informed of relevant company initiatives, projects, and events.
• Collaborate with cross-functional teams including Finance, Accounting, E-Commerce, Food Safety, Loss Prevention, and CRM on special projects.
• Identify and recommend improvements to programs and technology, including customer service systems, E-Commerce solutions, survey programs, and reports. 
• Support customer store experience as key satisfaction liaison for product availability feedback. 
• Assist in new customer support technology, requirements gathering, testing, and rollout as needed. 

Qualifications

• Bachelor’s degree in business administration or related field preferred.
• 5+ years of customer service experience, with at least 2 years in a leadership role.
• Strong verbal and written communication skills with the ability to interact professionally at all levels.
• Proficiency in Microsoft Office Suite (Outlook, Word, PowerPoint, Excel).
• Proven ability to manage multiple priorities in a fast-paced environment with accuracy and attention to detail.
• Strong leadership, problem-solving, and project management skills.
• High level of professionalism, integrity, and discretion.
• Flexibility to work occasional nights and weekends.
• Commitment to providing strong customer support in all circumstances. 

Heinen’s, Inc. provides equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law.