Assistant Customer Experience Manager

Weis Markets•Muncy, PA

1d•Onsite

About The Position

The Assistant Customer Experience Manager supports the Customer Experience Manager and oversees front-end operations, promoting positive customer relations and an efficient checkout experience. 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. It supervises department associates and may assume leadership of the building, depending on store size and management presence. Responsibilities include enforcing front-end policies and procedures, cash-handling controls, security measures, and applicable laws and regulations; overseeing bookkeeping and cashier audits; helping onboard, train, schedule, recognize, and review associates; and directing front-end coverage, customer flow, breaks, and lunches. The role also assists with customer questions and concerns, checkout procedures, phone calls, announcements, promotions, and suggestive selling. It monitors supplies and equipment, reports operational issues, and helps maintain cleanliness, sanitation, and safety in the department and nearby areas. Other duties may include assisting in other departments, baling cardboard, or handling deliveries when properly trained.

Requirements

Ability to perform each essential duty satisfactorily, with or without an accommodation.
Ability to supervise associates within the department.

Responsibilities

Promote excellent customer relations and positive customer-focused behavior among associates; greet customers, answer questions, and resolve concerns politely and professionally.
Assist the Customer Experience Manager in overseeing front-end operations and perform that manager’s duties in their absence.
Assume responsibility for total store operations in the absence of store management, when needed.
Enforce cash-handling controls, security measures, company policies and procedures, and applicable laws and regulations related to anti-money-laundering compliance, tobacco and alcohol sales, lottery, price accuracy, and WIC.
Oversee bookkeeping procedures and assist associates with change, price checks, voids, and refunds.
Conduct unannounced cashier audits.
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 and reward associate performance, participate in annual performance reviews, and 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 and maintain adequate inventory levels.
Direct customer flow through the front end, ensure sufficient checkouts are open, and monitor breaks and lunches to avoid interruptions in customer service.
Oversee lot attendant service, including helping customers with shopping 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; use the intercom for necessary announcements or pages.
Maintain the functionality of equipment, hardware, and software, 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; maintain knowledge of weekly ads, marketing promotions, and store layout to answer customer questions.
Oversee safety and sanitation of the parking lot, porch, entrance and exit, and checkout area; keep cart corrals and parking lot clear of carts.
Maintain general department sanitation, follow cleaning schedules and guidelines, ensure work areas and equipment meet health and OSHA requirements, and dispose of trash properly.
Cooperate with coworkers and superiors to ensure smooth department and store operations, and continuously improve job performance.
When properly trained, assist with baling cardboard or related duties and with receiving, unloading, checking in, breaking down, and storing deliveries using a power jack or hand jack.
Use company-provided personal protective equipment, including applicable cut-resistant gloves, safety cutters, and company-sponsored footwear.
Assist in other departments when called upon.
Supervise associates within the department; the number supervised depends on store size and the presence of store management.