Front End Service Supervisor

Main Responsibilities

• Handle customer concerns and complaints professionally and effectively.
• Supervise, schedule, and direct the work of Front-End Clerks, Courtesy Clerks, and Customer Service Clerks.
• Maintain front-end cleanliness, safety, inventory levels, supplies, and overall presentation.
• Oversee cash handling procedures, including safe transactions, register tills, refunds, check approvals, and cash controls.
• Respond to operational issues, system failures, pricing concerns, and customer or employee emergencies.
• Conduct store walks, delegate tasks, follow up on assignments, and support replenishment activities as needed.

Soft Skills

• Strong customer service orientation.
• Excellent communication and interpersonal skills.
• Leadership and team-building abilities.
• Ability to remain professional and composed in high-stress situations.
• Strong problem-solving and conflict-resolution skills.
• Ability to foster a positive and inclusive work environment.
• Demonstrates integrity, accountability, and sound judgment.

Competencies

• Team leadership and supervision.
• Customer relations management.
• Cash handling and loss prevention practices.
• Decision-making and problem-solving.
• Operational execution and task delegation.
• Safety and compliance management.
• Time management and prioritization.

Knowledge

• Knowledge of front-end retail operations and customer service practices.
• Understanding of cash office functions and cash control procedures.
• Knowledge of company policies, safety guidelines, and sanitation procedures.
• Familiarity with POS systems, scanners, cash registers, and related front-end technology.
• Basic knowledge of merchandise, product variety, and perishability.
• Basic math, weights, and measures knowledge.

Abilities

• Ability to supervise and motivate a team.
• Ability to analyze situations, gather facts, and make sound decisions.
• Ability to operate and troubleshoot front-end equipment and computer systems.
• Ability to work effectively under pressure in a fast-paced environment.
• Ability to stand and walk for extended periods.
• Ability to lift and maneuver objects weighing up to 55 pounds.
• Ability to maintain awareness of customer and employee safety.