SUMMARYThe Customer Service Manager duties include but are not limited to providing genuine customer service, supervising and managing the front-end team, direct and coordinate effective training, enforce front end policies and procedures (including safe and cash accountability), labor control and working in a safe manner.ESSENTIAL DUTIES AND RESPONSIBILITIES
- Delivers superior guest service and ensure absolute customer satisfaction
- Lead and motivate front end staff to ensure they are giving the best customer service possible
- Learns and uses the GUEST program
- Greet Customers. Be sincere
- Use a smile. Project a friendly manner
- Engage the customer in casual conversation
- Show respect toward customer's purchases
- Thank them
- Maintains cleanliness on the front end including check lanes, service desk, carts and cart vestibule area
- Understands all aspects of the cashier position including produce identification
- Responsible for company assets including safe funds, bank deposits, and cash accountability
- Monitors front end transactions to ensure proper handling of product
- Is accountable for services handled at the service desk
- Answers incoming calls using proper phone etiquette
- Works closely with all departments, communicates customer feedback
- Develops and implements weekly schedule for the front end using weekly store projections
- Monitors front end coverage and makes adjustments for customer volume
- Enforces company audit policy
- Interviews and hires
- Trains and coaches frontend team as needed
- Recommends Associates for advancement or special recognition
- Controls and monitors cashier and bookkeeping over/shorts
- Is attentive to Bottom of the Cart
- Works towards achieving company items per minute standards
- Review labor and bookkeeping reports and take appropriate action
- Review refund logs for proper authorization and balancing
- Ensures compliance with Government Regulations regarding link card, WIC, weights and measures, Health Department regulations and purchase of tobacco, liquor and lottery products
- Control store expenses through proper ordering of front end supplies, merchandising, care and maintenance of front end equipment.
- Ensures compliance to Western Union Anti-Money Laundering act by monitoring and reporting suspicious activity
- Follows all store and department policies and procedures
- Follows safety policies and procedures; is a safety role model
- Other duties as assigned by supervisor
KEY ATTRIBUTES
- Customer service skills
- Genuine
- Leadership skills
- Honesty/Integrity
- Money handling skills
- High Energy Level
- Ability to multi-task
SUPERVISORY RESPONSIBILITIES
- Directly supervises a varied number of Associates in the Front End.
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
- Responsibilities include interviewing, hiring, and training Associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining Associates; addressing complaints and resolving problems.
EDUCATION and/or EXPERIENCE
- High school diploma or general education degree (GED);
- One to three months related experience and/or training;
- Or equivalent combination of education and experience.
LANGUAGE SKILLS
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Write routine reports, business correspondence and procedural manuals.
- Speak effectively before groups of customers or Associates of organization.
MATHEMATICAL SKILLS
- Basic math concepts (addition, subtraction, division, multiplication), percentages and sales per associate hour
CERTIFICATIONS, LICENSES, REGISTRATIONS
- There are no required certifications, licenses, or registrations.
RECOMMENDED EQUIPMENT
- Slip resistant shoes with closed toe and heel
- Ladder
- Stepladder
- Uniform per store policy
PHYSICAL DEMANDS Regularly (Over 2/3 of the time)
- Stand
- Walk
- Use hands to finger, handle, or feel
- Reach with hands and arms
- Stoop
- Kneel
- Crouch
- Communicate with associates and customers
- Lift and/or move up to 15 pounds
Frequently (Between 1/3 to 2/3 of the time)
- Overhead lifting
- Climb
- Balance
- Lift and/or move up to 25 pounds
Occasionally (Less than 1/3 of the time)
- Sit
- Crawl
- Smell
- Lift and/or move up to 50 pounds
Vision
- Close
- Distance
- Peripheral
- Depth perception
- Ability to adjust focus
- Ability to distinguish colors
WORK ENVIRONMENT Occasionally
- Risk of electrical shock
- Outdoor weather conditions from exterior doors
- Chemicals while cleaning
Noise Level
**Niemann Foods Management retains the discretion to add to or change the position requirements at any time. **Position requirements may vary by store location