We are excited to present another installment of our new weekly column where we give readers a glimpse into the lives of notable members of the community. As Monsey’s premier weekly, we hope that this feature will help unite local residents on a more personal level. You know about them; now get to know them.
I actively sought out every chance I had to do more and help the store grow and do well. Necessary skills can always be learned later on if you show the drive and commitment necessary for success. What are your responsibilities as a manager?
My primary job is to cater to the customers’ needs and ensure that they leave the store satisfied and with a smile. It is my responsibility to have the registers staffed, the orders processed, and the shelves stocked. I don’t have a fancy office in the back and I don’t look to delegate every task. I’m here for the customers as the face of Rockland Kosher and the person who takes personal responsibility that they all get the experience they deserve. People can come over and ask me for my assistance with anything, whether it’s tracking down a late delivery, locating an item, or sometimes even helping a young shopper reach something... Are you involved at all with the buying or other administrative operations?
I communicate constantly with those involved in other aspects of the business, but my job is exclusively on the floor, dealing with customers and their issues. Everyone knows that Rockland Kosher is unrivaled in its customer service, and it’s up to me to ensure that it stays this way. In the decades you’ve spent in this field, what are the biggest changes that have taken place?
From a customer’s perspective, it is the sheer variety of products that is now available. It used to be that if there was an item with kosher certification, people were happy. Today, shoppers expect every item in multiple sizes, from a dozen companies, and with a
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number of variations like sugar-free, preservative-free, etc. Come have a look at the canned tomato section, and your head will spin. There’s tomato sauce, tomato juice, tomato paste, tomato purée, crushed tomatoes, peeled tomatoes, diced tomatoes and stewed tomatoes. There are a bunch of sizes on the shelves, from every company and hechsher imaginable. Now, don’t even try figuring out all the pasta/marinara/pizza sauces… But we are happy to provide for our customers whatever they rightfully request! You appear to be a very upbeat person. What is the hardest part of your job?
I love what I do, baruch Hashem. There is one thing that breaks my heart over and over: When I see families who can’t afford the basics or a little child with a list from their mommy that can’t be paid for, it is very painful. Whenever I encounter this, we try our best to help by reaching out to Kupath Ezra, R’ Shayala’s Kitchen, Eizer Lamuzen, Tomchei Shabbos and other organizations to see if we can work together to assist them. This requires great sensitivity, especially when children are involved. You have mentioned customer service a couple of times. How specifically do you distinguish yourself?
It’s a mindset that starts from the top and encompasses everything we do. Everyone reading this interview knows that our customer service desk is unmatched in its helpfulness. Our team is committed to always saying yes and saying it with a smile. On a personal level, I am always on the floor and picking up the phone, instead of hiding behind a desk. People often call me when planning a trip abroad to kivrei tzaddikim or a family vacation to have us prepare food for them. We provide everything, pack it up