Customer Service Manager

Duties And Responsibilities

• Champions Company and Division customer service programs to meet or exceed Division customer service goals.
• Handles customer relations in a positive manner, including effective resolution of customer complaints.
• Promotes Albertson's philosophy of personalized customer service.
• Serves as overflow cashier as needed.
• Directs and supervises front end activities including: monitoring customer traffic and service level, coordinating and implementing front end and service programs, ensuring cleanliness, safety and appearance of Front End physical area, and monitoring inventories and ordering Front End supplies and merchandise.
• Ensures front end is operational and projects a positive image.
• Handles and is accountable for cash flow and controls including safe transactions, issues and pick-ups, cash register tills, approving checks, rainchecks and refunds, and monitoring checker money handling procedures.
• Handles scan system emergency procedures, UPC codes not on file, hard to scan UPC codes, scan pricing errors and system failures and other technical issues.
• Affords assistance with the interviewing and hiring of front end and courtesy clerks.
• Trains front end management, front end and courtesy clerks and monitors their compliance.
• Supervises associates assigned, makes recommendations for employment status changes and discipline to Store Management.
• Responsible for cost and quality control and maintaining a constant awareness of customer and employee satisfaction.
• Controls shrink and prevents the sale of out of code products.

Skills And Physical Requirements

• Strong communication, leadership, team building and interpersonal skills and the ability to maintain composure under pressure.
• Ability to deal with the public and project a positive image.
• Frequent lifting and maneuvering of objects of varying dimensions and weights up to approximately 55 lbs.
• Ability to stand or walk for long periods of time.
• Ability to move quickly.
• Ability to operate and troubleshoot PCs and checkstand equipment such as printers, scales, public announcement equipment, scanners, and cash registers.
• Knowledge of interviewing techniques, basic employment law, computer software and the analytical ability to handle administrative details such as planning and scheduling.
• Ability to supervise.
• Ability to analyze and gather facts for recommending disciplinary action and make hiring decisions.
• A good understanding of Company practices and in-depth understanding of Front End policies and procedures, and the ability to judge and react to business activity.
• Mental alertness is necessary to ensure safe and accurate completion of work activities.
• Knowledge of product variety and perishability, safety and sanitation procedures, and department polices and procedures.
• Ability to present a positive image to the public.
• Exposure to potential hazards exists with respect to equipment and work aids necessary to perform job duties.
• Knowledge of basic mathematics and weights and measures.