County Market Customer Service Manager

SUMMARY

The 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 sho