JOB DESCRIPTION
Count on me – We know what to do, we make it easy, we do our part and we care
Job Title: Customer Service Manager
Success Factors Job Code:
Department: Front End
Reports To: Store Manager
Primary Purpose:
Support the management and duties of store operations to meet financial and sales goals. Build associate and customer relations and promote a strong culture in support of Food Lion Strategy. Maintain solid communications with the management team, all associates in the store and throughout the organization.
Duties and Responsibilities:
* Manage all Front End operations including Service Center, Self-Checkout and Food Lion To-Go, if applicable
* Hire, train, and develop associates to meet department needs
* Supervise the performance of all duties and responsibilities of department associates; provide ongoing performance management training and conduct timely formal performance appraisals for direct reports
* Provide leadership and motivation within the store to promote a culture reflective of our Brand, Strategy and Culture
* Support the achievement of budgeted financials, operating results and Food Lion To-Go KPIs
* Smile and maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast, easy, flexible and friendly customer service all while creating a positive shopping experience for customers
* Role model outstanding, friendly customer service and use skills and knowledge to offer solutions that meet or exceed customers' expectations
* Control store expenses through proper ordering, care for supplies and equipment
* Understand and use company tools such as; financial reports, average cost inventory system (ACIS), scheduling, productivity, ordering (CAO), business information systems, and Food Lion To-Go applications
* Perform duties that ensure department appearance, quality, variety, workplace safety, food safety and department sanitation are consistently maintained
* Ensure Front End schedules, including Food Lion To-Go, are written per standards, to provide extraordinary customer service at all times
* Maintain all Front End registers and equipment, including Food Lion To-Go equipment, and place service calls in an efficient manner which doesn't stall the execution of delivering expected outcomes
* Ensure all Front End cashiers review the weekly sales flyer and understands where to find key items and communicates unanticipated out of stock conditions
* Monitor shrink, ensure inventory, including money and monetary assets, are accounted for; provide coaching for associates to recognize and prevent losses
* Ensure proper control of all store funds and company assets
* Observe and correct all unsafe conditions that could cause associate or customer accidents
* Record and report all associate and customer accidents in accordance with established Food Lion procedures
* Ensures compliance with local, state and federal regulations
* Adheres to all company guidelines, policies and standard practices
* Maintains security standards
* Successfully complete Computer Based Training (CBT) and Training guide
* Provide recognition of accomplishments and offers constructive counseling when necessary as it relates to achieving customer satisfaction and service while building store sales
* Performs all other duties as assigned
Qualifications:
* A high school graduate or equivalent preferred
* Ability to lead and manage a team
* Strong understanding of store operations and merchandising techniques preferred
* Excellent interpersonal, organizational, communication and customer service skills
* Demonstrated good judgment solving problems, making decisions, handling complaints, arbitrating disputes and resolving grievances
* Ability and willingness to learn multiple tasks and technical requirements of the job
* Ability to use technical information to solve problems
* Must meet minimum age requirements to perform specific job functions
* Must be able to meet the physical requirements of the position, with or without reasonable accommodations
* Must be accredited by the National Registry of Food Safety Professionals or similar accrediting organization as a "Certified Food Safety Manager" or will be required to attend company provided training and have the ability to achieve accreditation within the first 90 days of employment; Accreditation must be maintained while employed in a position requiring accreditation
Physical Requirements:
* Ability to use computers, smart devices, and other communication systems required to perform job functions
* Ability to use hand held computers for orders, mark downs, scan outs, and inventory
* Stand 100% of the time, frequently walking short distances
* Ability to push or pull up to 2000 pounds using a pallet jack or float
* Perform repetitive hand and arm motions
* Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and approximately 100 lbs. on occasion
* Be able to handle a variety of substances associated with cleaning and packaging materials, and household cleaners
* Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level
* Meet established volume activity standards for the position
* Tolerate working in extreme hot/cold temperatures for up to 20 minutes at a time
* Have sufficient visual ability to check invoices, dates, and other written documents