Assistant Customer Service Manager

C&S Wholesale Grocers•Monroe, WI

7h•Onsite

About The Position

The Assistant Customer Service Manager is responsible for giving the customer a great lasting impression of the store. The Assistant Manager is responsible for assisting the Customer Service Manager as a goodwill ambassador and the job requires accuracy, honesty, patience and stamina. This role provides outstanding Customer Service and customer relations at the front-end, attention to associate appearance and behavior, and maintains acceptable service levels. The Assistant Manager trains and coaches associates to guarantee consistent performance and the delivery of quality service that exceeds the customer's expectations during all hours of operation. They react to all customer concerns quickly and effectively while following SOPs to provide the best experience possible, and follow and enforce all RCS procedures. The role also involves controlling store shrink by monitoring cashier product handling as well as cashier ringing/scanning techniques, file maintenance performance, and ensuring shrink control procedures. Additionally, the Assistant Manager writes the schedule weekly for front-end associates, completes merchandising associated with the front-end, and ensures associates are properly informed and trained about all promotions. They ensure that merchandise returns are fulfilled throughout the day and maintain a clean and safe environment for associates and customers by enforcing proper safety, sanitation, and operations policies. The Assistant Manager maintains a friendly, professional, and well-organized image in all areas of the front-end department, including but not limited to the parking lot, vestibule, checkouts, etc. They prepare and retain reports/logs needed for store audit and state inspection purposes, and maintain supplies for the front-end, placing orders when needed, and keeping inventory of items such as receipt tape, paper/plastic bags, paid stickers, rain check slips, etc. Special store-level tasks/projects as assigned by the CSM and store manager will also be performed.

Requirements

Working knowledge of all aspects of front-end operations, as well as the ability to make decisions and provide effective leadership.
Very strong customer service skills.
Communication skills.
Management/leadership skills.
Strong decision making skills.
Conflict management skills.
Ability to manage multiple tasks.
Constant amounts of standing, walking, lifting/carrying loads up to 35 lb, stooping, reaching, handling, talking, and hearing.
Working knowledge of all store systems including POS, receiving, LMS, pallet jack certification etc.
High School Diploma - General Studies

Nice To Haves

1-2 years of previous retail experience in the area of the front-end preferred.

Responsibilities

Provide outstanding Customer Service and customer relations at the front-end.
Ensure attention to associate appearance and behavior.
Maintain acceptable service levels.
Train and coach associates to guarantee consistent performance and the delivery of quality service that exceeds the customer's expectations during all hours of operation.
React to all customer concerns quickly and effectively while following SOPs to provide the best experience possible.
Follow and enforce all RCS procedures.
Control store shrink by monitoring cashier product handling as well as cashier ringing/scanning techniques, file maintenance performance, and ensuring shrink control procedures.
Write the schedule weekly for front-end associates.
Complete merchandising associated with the front-end, and ensure associates are properly informed and trained about all promotions.
Ensure that merchandise returns are fulfilled throughout the day.
Ensure a clean and safe environment for associates and customers by enforcing proper safety, sanitation, and operations policies.
Maintain a friendly, professional, and well-organized image in all areas of the front-end department, including but not limited to the parking lot, vestibule, checkouts, etc.
Prepare and retain reports/logs needed for store audit and state inspection purposes.
Maintain supplies for front-end, place orders when needed, and keep inventory of items such as receipt tape, paper/plastic bags, paid stickers, rain check slips, etc.
Perform special store-level tasks/projects as assigned by the CSM and store manager.