Description:
Position Summary:
Learns how to serve as the leader and to oversee the retail operation of a specific store, in conjunction with the Management; and learns how to help ensure that the store operates efficiently and in compliance with applicable Federal, State and local laws and Company policies
Position Responsibilities
Provides customer service leadership/direction, in conjunction with the Management, for entire store and team of
employees working in that location
- Monitors store activities to ensure that transactions are taking place in the proper manner, in order to provide maximum customer service
- Demonstrates customer service as a priority; handles escalated customer concerns and emergencies in absence of the Management. Seeks appropriate resolution for the situation while observing Company guidelines and ensuring customer satisfaction
- Trains, schedules and coaches all new and current store associates to ensure store positions are staffed to appropriately handle Customer Service needs
- Ensures customer service is a priority by scheduling staff consistent with customer activity o Adheres to and trains employees on Federal, State and local regulations and ensures the sale of age restricted products are prohibited to individuals under the minimum age requirement
- Helps ensure that employees follow all Company policies as detailed in the Operations Manual, and in compliance with Federal, State and local laws; including taking steps to ensure compliance with uniform, personal appearance, and customer service standards
- Works in tandem with the Management to ensure Management/leadership is available to customers and employees at all times
- Provides support to store as needed, often beyond regularly scheduled work times. If not available, ensures that a reliable back up has been provided
- Assists in identifying qualified applicants, performing interviews as needed, and making employment decisions including but not limited to hiring, evaluating, scheduling, training and disciplining as needed
- Ensures applications and staffing forecasts are forwarded to recruiting centers when applicable
- Promotes an environment focused on customer service, satisfaction and store cleanliness
- Maintains high staff retention by helping to develop leaders, empower employees and encourage increased employee productivity
- Helps perform and supervise all minor maintenance tasks in order to eliminate inconvenience to the customer; supports procedures for additional repairs and maintains work orders
- Responds quickly to all emergencies for the safety and security of customers and employees and notifies the appropriate individuals
- Ensures proper execution of Company standards by maintaining knowledge in the following sales responsibilities: food focus, counts/inventory, vendor relations and selling point/engagement
- Assists in implementing all merchandising, marketing and foodservice programs, which includes maintaining plan-o-gram integrity, appropriate sign placement and proper preparation and execution of foodservice products
- Promotes store sales and selling initiatives and encourages the team to strive to reach goals/objectives. Provides suggestions for improving sales, margins and execution of all programs
- Motivates and coaches store associates on proper upselling techniques. Reviews sales reports to ensure the store is on track to achieve selling point goals and promotions
- Ensures promotional signage and displays are properly updated per guidelines
- Provides training to store associates regarding food preparation procedures. Ensures proper preparation, presentation and maintenance of all stock levels
- Ensures products are in-stock, in date and available for purchase; helps audit inventory on a regular basis and manages on-hand quantities, adding back stock to displays as needed Demonstrates a high value for Health, Environment, Safety and Security (HES) issues, initiatives and programs in both personal and organizational responsibilities
- Integrates HES into day-to-day job performance. Maintains a safe environment for all customers and employees Ensures that employees are properly trained to order merchandise and products
- Conducts area pricing surveys, at the request of the General Manager, reports the results and adjusts sales prices as directed Follows and complies with all health and sanitation procedures and adheres to safe work practices
- Ensures that all necessary store reports and paperwork are completed accurately and in a timely fashion
- Completes other duties as assigned by Management
Requirements:
Education Requirements:
High School Diploma or GED
Experience Requirements:
- Previous supervisory experience preferred
- Retail experience a plus
- Completion of required training program
Skill Requirements:
Basic Computer Skills
Good understanding of SAP functions and navigation
Excellent communication skills and the ability to research and resolve issues
Good understanding of intra-department functions, store operations and corporate business plans
Good understanding of profit and loss statements and financial overview of the store
Knowledge of retail business management practices
Knowledge of all types of store transactions and related programs
Knowledge of ways to handle customer and employee injuries, incidents and accidents
Ability to perform repeated bending, kneeling, twisting and overhead reaching
Ability to stand for an entire shift
Ability to frequently lift between 5 to 20 pounds
Ability to occasionally lift up to 50 pounds
Additional Requirements:
Available to work a variety of shifts and/or days of the week consistent with the demands of the retail environment which includes weekends, evenings and other high activity periods
Must have a valid Driver's License from the state in which Manager resides
Must maintain automotive liability insurance during course of employment
Must use personal vehicle to conduct area pricing surveys
Preferred Managerial Attributes:
Exhibits strong leadership qualities and a desire to succeed
Serves as coach to employees by modeling appropriate workplace behavior
Interacts positively with employees by seeking input and providing appropriate feedback
Seeks opportunities for employees to develop skills
Identifies and attracts outgoing, customer focused individuals to build a customer driven workforce
Understands, actively demonstrates and promotes the principles of the customer service initiatives
Creates excitement around monthly selling promotions in order to drive sales goals
Empowers employees to make non-personnel related decisions in absence of immediate Manager
Fosters a work environment where good performance is recognized and rewarded
Demonstrates the required competencies needed to become a General Manager, and is willing and available to be promoted to any available location in the market area
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