Customer Service Manager

BASIC FUNCTION: Reporting directly to the Store Director (SD) is responsible for Customer Service and front-end store operations and assigned personnel. Provides day-to-day coordination/direction over Front End Associates, Grocery Clerks and Customer Service Clerks. Assists in direct performance of duties and responsibilities of Front End Personnel on a day-to-day basis. Most of the time is spent doing hands on administrative, basic monetary transactions/reconciliation and direct customer service function at our front-end customer service desk.

1. Promote and maintain a flexible, cooperative, positive, team oriented, customer-focused attitude within internal store personnel and between all store locations. Leads by example.

2. Keeps Store Director aware of concerns, issues, etc. warranting their attention, knowledge of, action and/or resolution in a timely manner.

3. Provides direction, motivation, coordination, support, training/cross training, development, and follow-up of assigned personnel.

4. Promote and maintain positive customer service and relations.

5. Able to work varied shifts and meet attendance, productivity and quality requirements.

6. Responsible for timely performance/development evaluation for assigned personnel.

7. Promotes and maintains compliance to store and front-end policies, procedures and processes.

8. Monitors department personnel to ensure efficient/effective operations.

9. Provides direction and mentoring to Assistant Customer Service Managers as required.

10. Maintain department records, files, accounts and databases in areas of responsibility as required. Ensures security and confidentiality of assigned company records, financial records, databases, files, etc.

11. Works in unison with all management team to achieve store objectives.

12. Write weekly work schedules to ensure all assigned shifts are properly staffed.

13. Provide coordination, delegation and follow up of department personnel to ensure maximum performance. Audits performance and takes appropriate/timely corrective action as required.

14. Maintain effective housekeeping for a safe, clean environment of the front end of the store on a regular basis.

15. Assigns stocking or other duties to front-end personnel during idle periods.

16. Monitors protection of assigned company assets to ensure they are secured or locked when unattended or not in use.

17. Steps in where needed on the front end (bagging, running registers, etc.)

18. Stay involved and connected to community events.

19. Organize and oversee the brat shack to ensure it runs smoothly.

20. Able to meet and maintain expected performance level for the essential job functions required in this position.

1. Possess and maintain positive communication and customer relation's

2. Embrace and live our Company Mission Statement.

3. Display and maintain our SOUP commitment- "Sense Of Urgency Please."

4. Be a team player and be flexible, versatile, supportive, positive, do one's fair share and not display it's a "not my job mentality".

5. Meet and maintain position availability, attendance and punctuality expectations.

6. Able to work efficiently/effectively in a fast paced multi-changing work environment and embrace change.

7. Remember image is vital -therefore, good hygiene, wearing appropriate company apparel, name tag, hair nets where designated, and a smile is required. Remember, "Beat the Greet".

8. Meet position productivity, accuracy, and quality, dependability and physical requirements (listed below).

9. Abide by company and department policies, practices and procedures.

10. Understand that one's work schedule continues to be based upon store needs, the season, and includes working holidays, weekends, and varied work schedules and/or shifts, as warranted.

11. Embrace, display and promote the principles of "Servant Leadership".

12. As a member of our Management Team, able to abide by our Management Code of Ethics.

1. Sound working knowledge of front-end Operations, practices and procedures within a retail grocery environment desired.

2. Able to effectively and efficiently provide direction, coordination, day-to-day follow-up, training and development and performance evaluation of department personnel.

3. Able to perform math skills necessary to deal with basic accounting related responsibilities of department. This includes counting money, balancing accounts, setting up and closing registers, do deposits, refunds, over-rings, overrides and doing department books.

4. Excellent administrative teams building, mentoring, organization, coordination, and attention to detail and follow through skills.

5. Able to do basic computer entries required in this position

6. Able to perform essential job functions to expected level of performance.

7. Be self-directed and results oriented.