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Customer Service Specialist
Company : Roche Bros.
Location : Shrewsbury, MA, 01545
Job Type : Full Time / Part Time
Date Posted : 15 January 2026
Overview
The Cashier provides excellent customer service by efficiently and accurately processing customer transactions at the checkout lane. This individual provides the highest level of quality service by creating a pleasant and friendly atmosphere and treating each and every customer and associate like one of the family!
Minimum Qualifications
Responsibilities
The list of essential functions is not exhaustive and may be supplemented as necessary by the company.
1. Promote the company image as a service-oriented operation where every associate will greet, assist, render efficient service and thank customers in a prompt, courteous, friendly, and business-like manner.2. Commit to the “Golden Rule” and work with management and fellow associates to build a strong customer service team.3. Record all items at correct prices in their correct departments quickly and efficiently. Utilize all techniques specified in training.4. Verify identification for beer and wine purchases (where applicable).5. Follow company cash handling procedures and maintain acceptable over/short record6. Participate in bagging customers’ orders properly, and check register for product before the customer leaves to ensure nothing is left behind.7. Notify customer service manager or assistant customer service manager of any problems: customer inquiries or complaints, incorrect prices or poorly marked merchandise, errors/problems with UPC codes, change and coin needed, potential security problems, shrink problems within the store, perishable overstock at check stand (returns), or any unusual problems or situations.8. Participate actively in controlling shrink (loss of profit); checking the bottom of carriages, accurate ringing, shoplifting awareness, associate theft, and perishable overstock control.9. Keep sales and work area and equipment clean, orderly, and free from safety hazards; report hazards to management.10. Ensure company standards of cleanliness, safety, proper food handling practices, sanitation, and productivity are achieved.11. Other duties as assigned by management
Secondary Job Functions:1. Cashiers may be scheduled as Service Clerks, Self-Checkout Assistants, or Head Cashiers as dictated by the business need.2. Return shopping carts and hand baskets to the proper location.3. Assist in training new associates.
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
0% (N) Never
Carrying up to 50 lbs, stooping, kneeling, or crouching. (Self-checkout Assistant must be able to carry up to 20 lbs or more.)
1-33% (O) Occasionally
Walking on a tile or concrete floor, pushing up to 250 lbs, bending, balancing, and smelling.
34-66% (F) Frequently
Standing on a tile or concrete floor, lifting up to 50 lbs, pulling up to 250 lbs, handling, fingering, feeling, reaching at the waist or overhead, talking, seeing, and hearing.
67-100% (C) Continuously
Safety Risk Factors
Frequency
Hazardous equipment (mechanical moving parts) and toxic exposure (see material safety data sheet).
0% (N) Never
Loud noise, slippery or cluttered floor surface, contact with sharp objects, contact with skin irritant, nuisance dust, fumes, and sprays, and hazardous cleaning solutions.
1-33% (O) Occasionally
Twisting of the back and neck and cluttered floor space.
67-100% (C) Continuously
Machines, tools, and equipment utilized:
Scanner, scales, adding machine, check scanner, cash register, shopping cart, POS system, phones/paging system, store computer system, bagging supplies, U-boats, approved cleaning supplies.
Repetitive Action:
The continuous movement of the entire body.
Working Conditions: Working environment is inside.
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.
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Frequently asked questions
In Shrewsbury, a Customer Service Specialist must rely on strong communication and problem-solving skills to defuse tense situations. Roche Bros. emphasizes creating a friendly atmosphere, so specialists are trained to listen actively, empathize, and resolve issues quickly while maintaining professionalism to uphold the company’s welcoming culture.
Working at Roche Bros. means managing high customer volume during peak hours and ensuring accuracy in transactions. Specialists must be vigilant about store policies like verifying IDs for alcohol purchases and controlling shrinkage. The role also demands physical stamina due to frequent standing and lifting tasks common in this retail environment.
Customer Service Specialists often progress to roles like Head Cashier, Customer Service Manager, or specialist positions in customer relations or operations. Gaining experience at Roche Bros. can open doors to supervisory roles, especially for those who demonstrate leadership, reliability, and strong teamwork skills in a fast-paced retail setting.
The hourly pay for this position at Roche Bros. ranges between $15.00 and $17.90, aligning with Massachusetts’ pay transparency standards. Actual wages may vary based on experience, qualifications, and internal equity, but this range reflects competitive compensation for customer service roles in the Shrewsbury retail market.
Yes, Roche Bros. requires completion of e-learning modules and departmental training programs to ensure specialists meet service excellence standards. These trainings cover cash handling, customer interaction protocols, and safety procedures, equipping employees to maintain the company’s high-quality service and operational consistency.
Roche Bros. prioritizes safety by enforcing cleanliness, proper food handling, and hazard reporting. Specialists receive guidance on managing safety risks like slippery floors or sharp objects and are encouraged to keep work areas orderly. Such practices help reduce accidents and improve overall store productivity.
Roche Bros. fosters a family-like atmosphere where associates treat customers with warmth and respect, beyond transactional service. The company’s commitment to integrity, active teamwork, and customer appreciation distinguishes this role, encouraging employees to build lasting relationships within the community.
Shrewsbury’s retail sector has moderate demand for customer service roles, but Roche Bros.’ reputation for employee development attracts many applicants. Candidates should be prepared to demonstrate strong interpersonal skills, flexibility in scheduling, and a commitment to service excellence to stand out in the local job market.
Daily duties include accurately processing transactions, verifying customer IDs for restricted items, assisting with bagging, and managing cash registers. Specialists also address customer inquiries, help control inventory shrinkage, and maintain cleanliness, ensuring smooth operations and a pleasant shopping experience.
Roche Bros. emphasizes treating customers like family, reflecting Shrewsbury’s close-knit community spirit. The company encourages associates to build rapport and provide personalized service, reinforcing trust and loyalty that resonate with local shoppers seeking a friendly and reliable retail environment.