Manager Customer Service

About the role

Hannaford Supermarkets began as a fresh produce vendor in Portland, Maine in 1883 and maintains strong ties to its local-market roots. The company actively partners with local farmers and producers through its Local program, which supports local foods, farmland preservation, local traditions, and local jobs. Hannaford was the first major U.S. supermarket to document that all its seafood products were sustainably harvested.

Responsibilities

• Promote customer goodwill by role modeling and delivering high standards in customer service.
• Treat all associates with fairness, dignity, and respect; recognize accomplishments and provide constructive counseling when needed.
• Foster a positive and inclusive environment for all associates.
• Manage Front End operations in accordance with established department standard practices.
• Create and maintain work schedules that meet customer service standards and associates’ personal needs.
• Use Standard Practice Train Aids, Reference Documents, and Training Materials to hire, train, and develop associates.
• Keep all yearly certifications current.
• Supervise performance of all duties and responsibilities of Front End associates.
• As Compliance Officer, ensure compliance with all Anti-Money Laundering regulations and training.
• Attain departmental budgeted payroll targets, monitor over/shorts (review Financial, Over Short Report weekly), and manage supplies.
• Ensure department associates are properly trained by certified trainers.
• Maintain clear communication within the department, store, and organization via the Cash Office/Customer Service Communication Board and Task Management.
• Observe and enforce company sanitation, safety, and food safety standards.
• Follow all company policies and established procedures; support and comply with company safety standards.
• Communicate needed equipment repairs or maintenance work.
• Keep work areas free from debris and safety hazards.
• Ensure all sales transactions and accepted media comply with company policies and legal requirements.
• Supervise the effective operation of the office/service desk/kiosk/front end/bottle room (if applicable), including cleanliness, customer service, and accurate transactions.
• Secure office and front-end cash drawers when unattended; protect company assets at all times.
• Understand labor and productivity reports, scheduling, and ordering processes.
• Follow all customer service department standard practices to ensure efficient operations.
• Conduct performance appraisals and service observations in accordance with company standards.
• Maintain a neat, well-groomed personal appearance and follow company personal appearance policy.
• Perform cashier and/or bagging functions as needed.
• Perform service desk/kiosk and bookkeeper associate functions as needed.
• Assist in special projects and perform other functions as assigned by supervisor.

Qualifications

• High school graduate or equivalent preferred.
• Excellent interpersonal, organizational, communication, and customer service skills.
• Good understanding of store operations preferred.
• Must meet minimum age requirements to perform specific job functions (18 years old).
• Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job.
• Ability to use technical information to solve problems.
• Ability to lead and direct others.
• 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 achieve accreditation within the first 90 days of employment; accreditation must be maintained while employed in a position requiring it.

Physical Requirements

• Ability to use computers and other communication systems required to perform all job functions.
• Perform repetitive hand and arm motions.
• Bend and lift products weighing up to 15 lbs continuously, 25 lbs frequently, and 50 lbs on occasion.
• Pull or push up to 75 lbs on occasion.
• Handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers, and household cleaners.
• Stand 100% of the time with occasional walking short distances.
• Use hands to frequently/continuously handle currency (paper and coin) and operate a variety of equipment such as cash register, lottery machine, scanner, computer, and calculator.
• Lift and carry up to 15 lbs occasionally.
• Frequent reaching and grasping at waist level; occasionally above shoulder or below waist level.
• Meet established volume activity standards for the position.
• Sufficient visual acuity to check ID cards, checks, invoices, and other written documents.

Pay

Salary range: $49,400 – $67,496 annually (40 hours). Eligible for 5 additional hours at overtime.