Customer Service Associate

About the Role

Increases customer confidence and loyalty by providing accurate, fast, and courteous customer checkout. This role involves scanning, packaging, and receiving payment for customer purchases while expediting the flow of groceries through the checkout lane and service desk. The position also includes maintaining financial responsibility at the register.

Responsibilities

• Creates an environment that enables customers to feel welcome, important, and appreciated to increase customer confidence and loyalty.
• Addresses customer issues/complaints and resolves them to full satisfaction immediately, within company guidelines, while maintaining composure and professionalism.
• Appropriately escalates issues to management with a positive attitude.
• Stocks front-end products; restocks and uses supply items efficiently to eliminate waste and maintain low supply costs.
• Manages lane according to service standards and assists in training new cashiers.
• Uses the Point of Sale (POS) system and handles various tenders such as cash, checks, credit, debit, SNAP EBT, offline SNAP EBT, WIC, rain checks, reward offers, coupons, and checkout procedures according to company policy.
• Operates all service desk POS systems, including Western Union, money orders, and utility systems.
• Adheres to company limits on cash shortages and/or overages and works honestly to control loss; follows guidelines on restricted sale items (e.g., alcohol, tobacco).
• Coordinates daily store cash and accounting functions in accordance with company guidelines, policies, and management instructions.
• Manages ACM lanes according to company standards, ensuring proper opening procedures, printing reports, and performing cash maintenance.
• Troubleshoots problems with front-end equipment through self-help tools or by contacting the retail service help desk.
• Places discarded or returned merchandise in the appropriate location and returns carts to the shopping cart corral.
• Ensures company standards for safety, food handling practices, sanitation, and productivity are maintained.
• Adheres to all regulatory compliance requirements, including food safety, USDA, Country of Origin Labeling (COOL), and Department of Agriculture (DOA).
• Executes product recalls and withdrawals in a timely manner, ensuring items are secured and removed from customer access.
• Reinforces safety programs by complying with safety procedures and inspecting/identifying unsafe conditions to report to store management.
• Notifies management of customer or employee accidents and reports all safety risks, issues, or illegal activity, including robbery, theft, or fraud.
• Ensures adherence to wage and hour policies and regulations.
• Cultivates a culture of safety within the store, ensuring all associates work safely and have received necessary safety training.
• Ensures Hazardous Assessments are posted for associate reference and that Personal Protective Equipment (PPE) is available and utilized as required.
• Ensures equipment is in good repair and assists with remediation of safety hazards (e.g., lockout/tagout of equipment).
• Performs other job-related duties as assigned.

Requirements

• Must be at least 18 years of age.
• Customer service skills and effective communication skills.
• Ability to handle stressful situations.
• Basic computer skills required for online training.
• Compliance with all company policies and procedures.
• High standard of integrity and reliability.
• Authorization to work in the United States or the ability to obtain the same.
• Successful completion of pre-employment drug testing and background check.

Qualifications

• Education: High School diploma or GED (preferred).
• Language: English required; Spanish preferred.
• Experience: 0–3 years of relevant experience.

Physical Demands & Working Conditions

While performing the essential functions of this position, the employee is regularly required to:

• Stand or walk on various types of flooring.
• Utilize manual dexterity, talk, see, hear, smell, and perform repetitive movements with both hands and/or feet.
• Frequently reach at waist level or overhead, carry, push, or lift up to 30 lbs.
• Occasionally sit, balance, stoop, kneel, crouch, and climb up to 10 ft.
• Work in indoor, outdoor, cold, freezing, heated, and wet/humid conditions.
• Frequently twist back and/or neck, walk on slippery or cluttered floors, work with hazardous equipment, and be exposed to sharp objects.
• Occasionally be exposed to loud noise, skin irritants, nuisance dust, fumes, sprays, hazardous cleaning solutions, and other toxins.

Equipment Used: Cleaning supplies, general office equipment, register, pricing gun, scales, scanner, material handling equipment (racks, carts, pallet jacks, shopping carts), baler/compactor, box cutter.

Personal Protective Equipment (PPE): Goggles, gloves, back brace.

Physical Requirements: Pulling up to 250 lbs; lifting up to 30 lbs.

Schedule

Varied shifts.