Customer Service Mgr

Overview

Southeastern Grocers is committed to a culture of belonging and fostering an inclusive environment where we celebrate differences. As a great place to work, we empower everyone to be their full, authentic selves. Read our Belonging, Inclusion and Diversity Statement here.

 

Customer Service Manager

 

 

Job Purpose

Job Summary

Creates an outstanding customer experience while directing and supervising all functions, duties and activities of the front end. Ensures that all current customer service, cash control, labor control, expense and supply controls, asset protection, maintenance, physical safety, food safety, associate and customer engagement policies are being followed. This role will create a shopping and working environment that exemplifies the company’s commitment to and vision of service, quality and neighborhood partnerships. This position will create a strong company bench by identifying and developing individuals’ skills and abilities for future advancement. This role is responsible for hiring and training execution in the store.  This is a working manager position that requires a balance of physical labor, delegation, team building and leadership, planning, and administrative work.

 

Key Performance Indicators

Overall Customer Satisfaction OSAT (Service)

• Gauges the customer experience in each respective area of the business. Focus on Assortment, Cleanliness, Freshness, Staff Friendliness and Stock Availability.

Produce Scanning

·       Ensures the customers are correctly charged, the department is replenished properly and decreases the risk of shrink.

Items per Bag

• Gauges the potential over spending of bags when not meeting the company goal.

Essential Responsibilities

Responsibility

% Of Time

Store Leadership

Leads and empowers teams to deliver a great shopping experience for our customers in alignment with the company’s vision, goals, expectations, and policies while maintaining open communication channels for ideas, suggestions, and feedback. Values diversity and supports an inclusive environment by embracing the backgrounds and experiences of the team. Demonstrates and role models exceptional customer service exceeding customer expectations; ensures associates greet, assist, provide efficient service and thank customers in a prompt, courteous, friendly, and business-like manner in order to promote the company image as a service-oriented operation. Establishes and maintains a professional working relationship with customers, associates, schools, vendors, suppliers, and regulatory agencies.

30%

Fiscal Leadership

Assists in managing the fiscal budget, in-stock, inventory, shrink, expenses including labor and supply management and cash control with a high level of integrity, urgency and responsibility within the best interests of the organization. Maximizes sales and profits by ensuring effective display and sales techniques, efficient ordering, scheduling and work planning. Analyzes P&L for business opportunities. Determines areas for improvement and communicates finds and plans of action with store manager.

 

30%

Department Leadership

Participates actively as a coordinated, motivated management team. Trains and coaches team on all KPIs, customer service, product knowledge, suggestive selling, safety and sanitation. Uses initiative, ingenuity, creativity, and good judgment to act on opportunities and issues as they occur within the store location. Ensures all policies, programs and directives are communicated and executed in a positive and timely manner. Ensures store's operations are consistent with all aspects of federal, state, and the company's health, safety, and sanitation codes.

15%

Associate Leadership

Responsible and accountable for the hiring and training execution in the store. Ensures that recruiting, interviewing and hiring the best-qualified applicants through pro-active and consistent recruitment techniques, within company established compensation guidelines. Responsible and accountable for ensuring new associates receive a proper on-boarding and completes new hire training as outlined by training best practices by following up with leaders and new hires.  Exercises ability to coach, hold associates accountable, separate associates when necessary or effectively recommend the same. Ensures adherence to all state and federal employment laws and company policies and procedures.

15%

Safety and Compliance

Adheres t