Assistant Customer Experience Manager

Weis Markets•Kutztown, PA

About The Position

The Assistant Customer Experience Manager supports the Customer Experience Manager in overseeing front-end operations and is responsible for promoting excellent customer relations, maintaining efficient checkout service, and ensuring compliance with company policies and applicable laws. The role may perform the Customer Experience Manager’s duties in their absence and may assume responsibility for total store operations when store management is absent. The position supervises department associates, supports hiring and onboarding, trains associates, communicates programs and procedures, recognizes performance, and participates in annual performance reviews. It also manages scheduling inputs and staffing to meet business needs and labor goals; oversees cash handling, bookkeeping, audits, supplies, equipment, and the flow of customers; and helps ensure the front end, entrance, porch, and parking lot are safe, clean, and sanitary. The Assistant Customer Experience Manager may also assist in other departments and with deliveries or cardboard baling when properly trained. The associate must be able to perform each essential duty satisfactorily, with or without accommodation. Weis Markets is an Equal Employment Opportunity Employer and may provide reasonable accommodation to applicants with disabilities as required by applicable law.

Requirements

Ability to perform each essential duty satisfactorily, with or without accommodation.
Ability to supervise associates within the department.
Ability to assume total leadership of the building when store management is absent, as needed.
Use required personal protective equipment.

Responsibilities

Promote positive, customer-focused behavior and provide polite, professional service, including answering questions and resolving customer concerns promptly.
Support continuous improvement in the department and assist the Customer Experience Manager with all aspects of front-end operations.
Perform the Customer Experience Manager’s duties in their absence and, when store management is absent, potentially assume responsibility for total store operations.
Enforce cash-handling controls and security measures, conduct unannounced cashier audits, and oversee bookkeeping procedures.
Follow and enforce front-end policies and procedures and applicable laws and regulations, including those related to anti-money laundering, tobacco and alcohol sales, lottery, price accuracy, and WIC.
Assist Customer Experience Associates with change, price checks, voids, refunds, and related checkout needs.
Assist store management with onboarding; train associates to provide fast, friendly, accurate, and efficient checkout service; communicate new programs and procedures; recognize associate performance; and participate in annual performance reviews.
Use the Learning Management System for current and new associates.
Use the auto-scheduler system 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 sufficient inventory for business demands.
Direct customer flow, ensure enough checkouts are open, and monitor breaks and lunches to avoid interruptions to customer service.
Oversee lot-attendant service, including assisting customers with carts and loading groceries into vehicles.
Operate front-end scanning equipment and registers and perform checkout procedures, including efficiently bagging merchandise and placing it in customers’ carts.
Assist customer service by answering phone calls politely and positively; make necessary announcements or pages using the intercom.
Maintain equipment, hardware, and software functionality and promptly report issues requiring further resolution.
Communicate special promotions and sale items to cashiers, generate sales through suggestive selling, attend store daily huddles, and maintain knowledge of weekly ads, 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.
Perform department sanitation, follow cleaning schedules and guidelines, maintain work areas and equipment to health and OSHA requirements, 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 applicable cut-resistant gloves, safety cutters, and company-sponsored footwear.
Assist in other departments as needed.
Supervise department associates and potentially lead the building in the absence of store management.