Assistant Customer Experience Manager

Weis Markets•Woodstock, MD

3d•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 and assists the Customer Experience Manager in overseeing all aspects of front-end operations. In the absence of store management, this role may assume complete responsibility for total store operations. The position also enforces cash handling control and security measures, follows company policies, and adheres to state laws and regulations related to compliance, sales, and accuracy. Bookkeeping procedures are overseen, and assistance is provided to Customer Experience Associates with various transactions. The role includes conducting unannounced audits on cashiers, assisting with onboarding new associates, and training to ensure a fast, friendly, accurate, and efficient checkout experience. New programs and procedures are implemented and communicated, associate performance is recognized and rewarded, and annual performance reviews are participated in. The Learning Management System (LMS) and auto-scheduler system are utilized for training and scheduling to meet business demands and labor goals. Supply costs are controlled, and inventory levels are maintained. The flow of customers is directed to ensure sufficient checkouts are open and wait times are minimized. Breaks and lunches are monitored to ensure uninterrupted customer service. Lot attendant service is overseen, and associates operate front-end scanning equipment and registers, performing all related checkout procedures including efficient bagging. Phone calls are answered politely, and the intercom is used for announcements. Equipment functionality is maintained, and issues are reported promptly. Information regarding special promotions and sale items is communicated to cashiers, and suggestive selling is employed to generate sales. Daily huddles are attended, and knowledge of weekly ads, promotions, and store layout is maintained. Safety and sanitation of the parking lot, entrance/exit, and checkout area are overseen, along with general department sanitation and adherence to cleaning schedules and guidelines. Cooperation with co-workers and superiors is expected for smooth department and store function, with a focus on continuous job performance improvement. Assistance may be provided with baling cardboard, receiving, unloading, checking-in, breaking-down, and storing deliveries, including the operation of power or hand jacks if properly trained. Utilization of all company-provided Personal Protective Equipment (PPE) is required. Assistance in other departments may also be requested.

Requirements

Supervises associates within the department.
May assume total leadership of the building in absence of store management.
Specific number of associates under supervision is dependent upon the store size and presence of store management.
Associate must be able to perform each essential duty satisfactorily with or without an accommodation.

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).
May also be called upon to assist in other departments.

Benefits

minimum essential coverage (MEC) Plan includes 100% in-network coverage for all preventative care services required by the Affordable Care Act (ACA)
two supplemental medical plan options, the Advantage and Elite plans
dental
vision
short term disability
term life and AD&D
voluntary insurance such as hospital indemnity, critical illness
401(k) retirement savings plans
scholarship program
associate discount programs
auto and home insurance
employee assistance program
pet insurance
purchasing power
paid time off
sick pay provided the eligibility and criteria specific to the position is met