Assistant Customer Experience Manager

Weis Markets•Camp Hill, PA

5d•Onsite

About The Position

Looking for a company that treats associates with respect, understanding, and appreciation? Looking for a company that is passionate about teamwork and the growth of it's associates and communities? That's WEIS! This role is responsible for promoting excellent customer relations by instilling positive customer-focused behavior with associates. The Assistant Customer Experience Manager will focus on continuous improvement in all areas of the department and make changes to ensure progress. They will assist the Customer Experience Manager in overseeing all aspects of front-end operations and may perform the duties of the Customer Experience Manager in their absence. In the absence of store management, this role may assume complete responsibility for total store operations. This position is also responsible for enforcing cash handling control and security measures, following and enforcing all company policies/procedures related to Front End operations, and adhering to all company and state laws and regulations related to Anti-Money Laundering Compliance, tobacco and alcohol sales, lottery, price accuracy, WIC, etc. The role oversees bookkeeping procedures and assists Customer Experience Associates with various tasks. They will conduct unannounced audits on cashiers and assist store management in onboarding customer experience associates. Training will be provided to ensure a fast, friendly, accurate, and efficient checkout experience for customers. This role implements and communicates new programs and procedures, recognizes and rewards associate performance, and participates in associate annual performance reviews. The Assistant Customer Experience Manager utilizes the Learning Management System (LMS) and the auto-scheduler system to manage associate availabilities, headcounts, and schedules to meet business demands and labor goals. They control supply costs, direct the flow of customers, ensure sufficient checkouts are open, and monitor breaks and lunches. The role also oversees lot attendant service, operates front-end scanning equipment and registers, performs checkout procedures, answers phone calls, uses the intercom, maintains equipment functionality, and communicates information regarding promotions and sales. Sales are generated through suggestive selling. The Assistant Customer Experience Manager attends daily huddles, maintains knowledge of weekly ads and promotions, and oversees safety and sanitation of the parking lot, porch, entrance/exit, and checkout area. They are responsible for general sanitation in the department, following cleaning schedules and guidelines. This role ensures smooth function of the department and store by cooperating with co-workers and superiors and is responsible for continuously improving job performance. Additional duties may include assisting with baling cardboard, receiving, unloading, checking-in, breaking-down, and storing deliveries, and utilizing all company-provided Personal Protective Equipment (PPE). The Assistant Customer Experience Manager may also be called upon to assist in other departments.

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.
Ability to perform each essential duty satisfactorily with or without an accommodation.

Nice To Haves

Training provided for baling cardboard or related duties.
Training provided for receiving, unloading, checking-in, breaking-down, and storing deliveries through operation of power jack or hand jack.

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.