Assistant Customer Experience Manager

Weis Markets•Kutztown, PA

2d•Onsite

About The Position

The Assistant Customer Experience Manager supports and helps oversee all front-end operations, promoting excellent customer relations and ensuring a fast, friendly, accurate, and efficient checkout experience. The role assists the Customer Experience Manager and performs that manager’s duties in their absence. In the absence of store management, the assistant may assume responsibility for total store operations. The position supervises department associates and may lead the entire building when store management is absent. It supports associate onboarding, training, scheduling, performance recognition and reviews, and communicates programs, procedures, promotions, and sale items. It also helps maintain front-end equipment and supplies, oversees checkout flow and lot-attendant service, and ensures the department and surrounding areas are clean, safe, and compliant with applicable policies and requirements. The role may also assist with baling cardboard, receiving and handling deliveries, or work in other departments when needed, provided appropriate training is completed for applicable tasks. Weis Markets states that it is an Equal Opportunity Employer and that applicants with disabilities may be entitled to reasonable accommodation.

Requirements

Ability to perform each essential duty satisfactorily, with or without an accommodation.
Ability to supervise associates within the department; the number of associates supervised depends on store size and the presence of store management.
Training is required before performing duties involving baling cardboard or operating a power jack or hand jack; training is provided.

Responsibilities

Promote positive customer-focused behavior and provide polite, professional customer service, answering questions and resolving concerns promptly.
Assist the Customer Experience Manager in overseeing front-end operations and perform the manager’s duties in their absence; may assume total store responsibility when store management is absent.
Enforce cash-handling controls, security measures, company policies, procedures, and applicable laws and regulations, including those related to anti-money-laundering compliance, tobacco and alcohol sales, lottery, price accuracy, and WIC.
Oversee bookkeeping procedures and conduct unannounced cashier audits.
Assist customer experience associates with change, price checks, voids, refunds, and related checkout needs.
Support onboarding and training of customer experience associates; communicate new programs and procedures, recognize 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 in response to weekly business needs and labor and sales-per-labor-hour goals.
Control supply costs while maintaining adequate inventory, including bags and other front-end supplies.
Direct customer flow through the front end, ensure sufficient checkouts are open, minimize wait times, and monitor breaks and lunches to maintain customer service.
Oversee lot-attendant service, including assistance 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 courteously and making necessary intercom announcements or pages.
Maintain the functionality of front-end equipment, hardware, and software, and report issues requiring further resolution promptly.
Communicate special promotions and sale items to cashiers, generate sales through suggestive selling, attend and participate in daily store huddles, and maintain knowledge of weekly ads, marketing promotions, and store layout.
Oversee safety and sanitation in the parking lot, porch, entrance and exit, and checkout area; keep cart corrals and the parking lot clear of carts; follow cleaning schedules and department guidelines; and dispose of trash properly.
Cooperate with coworkers and superiors to ensure the smooth operation of the department and store, and continuously improve job performance.
Use company-provided personal protective equipment, including applicable cut-resistant gloves, safety cutters, and company-sponsored footwear.
When properly trained, assist with baling cardboard and related duties, or receiving, unloading, checking in, breaking down, and storing deliveries using a power jack or hand jack.
Assist in other departments as needed.
Supervise associates within the department and potentially assume total building leadership in the absence of store management.