Assistant Customer Experience Manager

Weis Markets•Millville, DE

About The Position

The Assistant Customer Experience Manager supports and may act in place of the Customer Experience Manager, overseeing front-end operations and promoting positive customer relations. The role supervises department associates, helps ensure a fast, friendly, accurate checkout experience, and may assume responsibility for total store operations when store management is absent. The position oversees cash-handling controls, bookkeeping, scheduling, training, associate performance, supply levels, customer flow, equipment functionality, and compliance with company policies and applicable laws. It also involves directly assisting customers and checkout associates, maintaining clean and safe front-end and parking areas, and cooperating with coworkers to support smooth store operations. The associate may help with cardboard baling or receiving and moving deliveries if properly trained, and may be asked to assist in other departments.

Requirements

Ability to perform each essential duty satisfactorily, with or without an accommodation.
Ability to supervise associates within the department.
Ability to use a power jack or hand jack for delivery tasks only if properly trained; training is provided.
Utilization of company-provided personal protective equipment.

Responsibilities

Promote excellent customer relations and positive customer-focused behavior among associates; greet customers, answer questions, and resolve concerns promptly and professionally.
Assist the Customer Experience Manager with all aspects of front-end operations and perform the manager’s duties in their absence; may assume total store operations responsibility when store management is absent.
Enforce cash-handling controls and security measures, follow front-end policies and procedures, and adhere to applicable laws and regulations concerning anti-money laundering, tobacco and alcohol sales, lottery, price accuracy, and WIC.
Oversee bookkeeping procedures and assist customer experience associates with change, price checks, voids, refunds, and other checkout needs.
Conduct unannounced cashier audits and assist store management with onboarding customer experience associates.
Train associates to provide fast, friendly, accurate, and efficient checkout service; communicate new programs and procedures; recognize associate performance; participate in annual performance reviews; and use the Learning Management System for current and new associates.
Use the auto-scheduler to update associate availability, headcounts, and schedules to meet weekly business demands and labor and sales-per-labor-hour goals.
Control supply costs while maintaining adequate inventory, including bags and other front-end supplies.
Direct customer flow through the front end, ensure sufficient checkouts are open, and monitor associate breaks and lunches so service is not interrupted.
Oversee lot attendant service, including assisting customers with carts and loading groceries into vehicles.
Operate front-end scanning equipment and registers, complete checkout procedures, bag merchandise efficiently, and place merchandise in customers’ carts.
Assist customer service by answering phone calls politely and positively; use the intercom for necessary announcements or pages.
Maintain equipment, hardware, and software functionality and report issues requiring further resolution in a timely manner.
Communicate special promotions and sale items to cashiers; generate sales through suggestive selling; attend and participate in daily store huddles; and maintain knowledge of weekly ads, marketing promotions, and store layout.
Oversee safety and sanitation in the parking lot, porch, entrance and exit, and checkout area; keep cart corrals and parking areas clear of carts; maintain department sanitation; follow cleaning schedules and guidelines; and dispose of trash properly.
Cooperate with coworkers and superiors to support smooth department and store operations and continuously improve job performance.
Assist with cardboard baling or related duties when properly trained; assist with receiving, unloading, checking in, breaking down, and storing deliveries using a power jack or hand jack when properly trained.
Use company-provided personal protective equipment, including cut-resistant gloves, safety cutters, and company-sponsored footwear.
Assist in other departments when needed.
Supervise department associates and, when store management is absent, potentially assume total leadership of the building.