Assistant Customer Experience Manager

Weis Markets•Hackettstown, NJ

4d•Onsite

About The Position

The Assistant Customer Experience Manager is responsible for promoting excellent customer relations by instilling positive customer-focused behavior with associates. This role involves greeting customers, answering questions, and resolving concerns promptly and professionally. The Assistant Customer Experience Manager focuses on continuous improvement in all areas of the department, assists the Customer Experience Manager in overseeing front-end operations, and may assume complete responsibility for store operations in the absence of store management. Key responsibilities include enforcing cash handling and security measures, adhering to company policies and legal regulations (e.g., Anti-Money Laundering, tobacco/alcohol sales, WIC), overseeing bookkeeping, assisting Customer Experience Associates with various transactions, conducting cashier audits, and aiding in onboarding and training new associates. The role also involves implementing new programs, recognizing associate performance, participating in reviews, utilizing the Learning Management System (LMS) and auto-scheduler, controlling supply costs, directing customer flow, ensuring sufficient checkout availability, monitoring breaks, overseeing lot attendant services, operating front-end equipment, answering phones, using the intercom, maintaining equipment functionality, communicating promotions, suggestive selling, participating in daily huddles, maintaining knowledge of sales and store layout, overseeing safety and sanitation of the parking lot and checkout areas, and ensuring general department sanitation. The position also involves proper trash disposal, cooperating with co-workers, and continuous job performance improvement. Additional duties may include assisting with baling cardboard, receiving and storing deliveries (with proper training), and utilizing Personal Protective Equipment (PPE). The Assistant Customer Experience Manager supervises all associates within the department and may assume total leadership of the building in the absence of store management, with the number of direct reports depending on store size and management presence.

Requirements

To perform this job successfully, the Associate must be able to perform each essential duty satisfactorily with or without an accommodation.
Supervises associates within the department.
May assume total leadership of the building in absence of store management.
Specific number of associates under supervision depends upon the store size and presence of store management.
Age 21 or older

Responsibilities

Promotes excellent customer relations by instilling positive customer focused behavior with associates.
Smiles and greets customers, answers customer questions and helps resolve customer concerns promptly in a polite and professional manner.
Focuses on continuous improvement in all areas of the department and makes changes to ensure progress.
Assists Customer Experience Manager in overseeing all aspects of front-end operations.
Performs duties of the Customer Experience Manager in their absence.
In the absence of store management, may assume complete responsibility for total store operations.
Enforces cash handling control and security measures to identify and prevent losses.
Follows and enforces all company policies/procedures related to Front End operations.
Adheres to all company and state laws and regulations related to Anti-Money Laundering Compliance, tobacco and alcohol sales, lottery, price accuracy, WIC, etc.
Oversees bookkeeping procedures.
Assists Customer Experience Associates with getting change, checking prices, voids, refunds, etc.
Conducts unannounced audits on cashiers.
Assists store management in onboarding customer experience associates.
Trains to provide a fast, friendly, accurate and efficient checkout experience for customers.
Implements and communicates new programs and procedures to associates.
Recognizes and rewards associate performance.
Participates in associate annual performance reviews.
Utilizes the Learning Management System (LMS) for current and new associates.
Utilizes the auto-scheduler system to update Front End associate availabilities, headcounts, and schedules to meet weekly business demands while achieving budgeted labor rates and sales per labor hour goals.
Controls supply costs while ensuring adequate inventory levels to meet business demands (e.g., paper and plastic bags, etc.).
Directs the flow of customers through the Front End.
Makes sure there are sufficient checkouts open to properly and efficiently service customers, keeping wait time to a minimum.
Monitors breaks and lunches so customer service is not interrupted.
Oversees lot attendant service to assist customers with shopping carts and loading groceries into vehicles.
Operates front-end scanning equipment and register, performs all related check out procedures including properly bagging merchandise efficiently and placing merchandise in customer’s cart.
Assist customer service with answering phone calls with a polite and positive attitude.
Uses intercom for necessary announcements or pages.
Maintains functionality of equipment, hardware, and software.
Reports any issues requiring further resolution in a timely manner.
Communicates all information to cashiers regarding special promotions and sale items.
Generate sales by suggestive selling.
Attends and participates in store’s daily huddles.
Maintains knowledge of weekly ads, marketing promotions and store layout to answer customer questions.
Oversees safety and sanitation of the parking lot, porch, entrance/exit, and checkout area.
Keeps cart corrals and parking lot clean and clear of carts.
Responsible for general sanitation in the department.
Follows cleaning schedules and department guidelines to ensure that work areas, equipment, counters, display cases, etc. are well maintained, clean and meet all health and OSHA requirements.
Disposes of trash properly.
Ensures smooth function of department and store by cooperating with co-workers and superiors.
Responsible to continuously improve job performance.
May assist with baling cardboard or other related duties (if properly trained –training provided).
May assist with receiving, unloading, checking-in, breaking-down, and storing deliveries through operation of power jack or hand jack (if properly trained –training provided).
Responsible for utilization of all company provided Personal Protected Equipment (PPE). Including but not limited to cut resistant gloves, safety cutters, company sponsored footwear, etc.
May also be called upon to assist in other departments.
Supervises all Associates within the department.
May assume total leadership of the building in absence of store management.