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Customer Support Specialist
Company : Roche Bros.
Location : Norwood, MA, 02062
Job Type : Full Time / Part Time
Date Posted : 24 December 2025
Overview
To stock merchandise on shelves and displays throughout the department in a careful, clean, neat and expedient manner; ensuring that all product is fresh, rotated and well stocked for our customers while maintaining great customer service.
Minimum Qualifications
- Must be 16 years of age; (18 to use compactor)
- Complete training in the grocery operation.
- Ability to prioritize work load and have sense of urgency.
- Must be able to read, write, speak, and understand English, with the ability to follow instructions.
- Ability to work a scheduled based on the business needs of the store location.
- Authorized to work within the U.S.
Responsibilities
The list of essential functions is not exhaustive and may be supplemented as necessary by the company.
- Greet assist and thank customers in a prompt, courteous and friendly manner.
- Commit to the “Golden Rule” and work with other associates to build a strong grocery team.
- Achieve the highest associate morale in the industry by managing in a style that is Respectful, Supportive and Totally Team Oriented (RSTO).
- Receive and unload deliveries, check for accuracy, and store product in designated area.
- Keep all grocery products in display cases, coolers and freezers rotated in accordance with company policy and product code dates and always make use of the oldest products first (first in, first out).
- Clean shelves as they are restocked, fill and build displays, and make sure these are blocked and straightened.
- Help to keep the department merchandised in accordance with the needs of the community.
- Return all overstock to stockroom in an organized manner.
- Perform price changes when necessary.
- Notify grocery manager of potential shrink problems (damaged or missing merchandise), out-of-stock items on shelf, potential security problems, and customer requests/complaints.
- Practice the “Cleaner’s Creed” and proper sanitation procedures.
- Monitor cooler and display area temperatures to ensure product quality; report refrigeration failure immediately.
- Keep sales and work area swept clean, orderly, and free from safety hazards; report hazards to management.
- Exercise proper safety practices when lifting or moving product or using equipment and tools.
Secondary Job Functions:
- Assisting the front end with bagging at busy times.
- Present favorable impression in dress, personal hygiene and business attitude.
- Properly dispose of trash.
- Successful completion of the onboarding/e-learnings and checklist within 30 days of hire/entering the department.
- Other duties assigned by management.
Physical Demands: (per work day)
The physical demands and safety risk factors of the job listed below may occur during each work shift and are listed according to their frequency.
Physical Demands
Frequency
Sitting, pulling up to 500 lbs, climbing up to 8 feet, and smelling.
1-33% (O) Occasionally
Walking on title or concrete, carrying and lifting up to 50 lbs, pushing up to 500 lbs, bending, balancing, stooping, kneeling, couching, handling, fingering, feeling, crawling, and talking.
34-66% (F) Frequently
Standing on title or concrete, reaching at waist or overhead, seeing and hearing.
67-100% (C) Continuously
Safety Risk Factors
Frequency
Loud noise, slipper or cluttered floor, contact with sharp objects and skin irritants, toxic exposure (see material safety data sheet) nuisance dust, fumes, and sprays, and hazardous cleaning solutions.
1-33% (O) Occasionally
Twisting of back and neck and hazardous equipment (mechanical moving parts).
34-66% (F) Frequently
Machines, tools, and equipment utilized:
Pallets, pallet jacks, power jack, u-boats, transport dollies, pricing gun, case cutter, trash compactor, display dividers, approved cleaning supplies
Repetitive Action:
Continuous movement of entire body.
Working Conditions: Working environment is inside and outside, and may include exposure to cold temperatures.
Hiring Range: In accordance with MA Pay Transparency requirements, the following represents a good faith estimate of the hiring range for this position. At Roche Bros., we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to education, experience, qualifications, and internal equity. The hiring range for this position is $15.00 - $17.90 per hour.
Beverly, MA
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Frequently asked questions
Norwood's grocery retail environment demands a Customer Support Specialist who can balance stock management with exceptional customer interactions. Local preferences and store culture at Roche Bros. influence daily tasks, making adaptability to both product handling and community service key compared to other regions.
Balancing timely restocking with maintaining product freshness and navigating occasional heavy lifting are common hurdles. Additionally, addressing customer inquiries promptly while coordinating with team members creates a dynamic workday requiring multitasking and strong communication skills.
Showcase your proficiency with inventory tools like pricing guns and pallet jacks, alongside solid knowledge of product rotation standards. Familiarity with safety protocols and basic sanitation procedures also stands out in this role within Roche Bros.’ grocery operations.
Norwood sees steady demand for entry-level grocery roles, with Roche Bros. valuing candidates who can quickly adapt to both physical tasks and customer service. Seasonal fluctuations impact hiring volume, so applying during peak retail periods can improve chances.
The hourly wage typically ranges between $15.00 and $17.90, reflecting Massachusetts pay transparency laws. Actual pay depends on experience, training completion, and specific role responsibilities within Roche Bros.’ team.
Yes, Roche Bros. encourages internal development, often promoting motivated Customer Support Specialists to supervisory or specialized roles, leveraging their hands-on experience and customer relations skills gained on the floor.
The role involves frequent movement, including lifting up to 50 lbs, operating equipment like pallet jacks, and standing for long periods. Awareness of safe lifting techniques and stamina is essential to handle these physical requirements efficiently.
Team collaboration is central, with expectations to support colleagues, maintain high morale, and follow the 'golden rule' philosophy. This approach fosters a respectful, cooperative environment designed to enhance overall customer experience.
While no mandatory certifications exist, completing specialized grocery operation training and food safety courses can enhance employability and readiness, aligning well with Roche Bros.’ standards and local health regulations.
Roche Bros. emphasizes a respectful, team-oriented culture combined with strict product freshness standards. This blend ensures employees engage deeply with community needs while performing versatile roles beyond traditional stock duties.