Customer Service Manager

About the Role

Ensures that all customers receive fast, friendly, accurate checkout service by passionately implementing the spirit of customer first, second to none. Manages and schedules duties of Front End Clerks, Courtesy Clerks, Service Operations Assistant, and Service Supervisors. Oversees the completion of daily cash, balancing, reconciliation, and payroll reports while supporting store sales and overall operating plan.

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.
• Provides fast, friendly, courteous, and excellent customer service, handles customer relations, performs checking duties, and supervises functions on cash registers when necessary. Engages in suggestive selling and other sales techniques.
• Serves as overflow cashier as needed.
• Directs and supervises front-end activities, including monitoring customer traffic and service levels, coordinating and implementing front-end and service programs, ensuring cleanliness, safety, and appearance of the Front End physical area, and monitoring inventories and ordering Front End supplies and merchandise.
• Ensures the 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, refunds, and monitoring checker money handling procedures.
• Manages scan system emergency procedures, UPC codes not on file, hard-to-scan UPC codes, scan pricing errors, system failures, and other related issues.
• Assists with 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 disciplines as needed.
• Responsible for cost and quality control and maintaining constant awareness of customer and employee satisfaction.
• Enforces dress and grooming standards for all employees.
• Engages in suggestive selling and other sales techniques.
• Controls shrink and prevents the sale of out-of-code merchandise.
• Performs all job duties and responsibilities safely, accurately, and with honesty and integrity.
• Other necessary and required duties as directed.

Skills & Qualifications

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

Work Environment

• Working conditions consist of a temperature-controlled store environment with occasional exposure to outdoor environments with varying temperatures.
• Safety-sensitive position: Job responsibilities include tasks or duties that could affect the safety or health of the employee performing the task or others.