Asst Customer Service Mgr

Albertsons•Bellingham, WA

2d•Onsite

About The Position

This role involves demonstrating, communicating, and coaching guest service expectations to all crew members by setting and leading by example. The Assistant Customer Service Manager actively participates, trains, and mentors front-end department crew members to enthusiastically engage with guests while scanning, bagging, and processing payments. This position assists with leadership for front-end department crew members, including planning and assigning work, conducting coaching sessions, administering discipline, providing training, addressing complaints, and resolving problems. The role also assists with writing daily plans and weekly work schedules, conducting daily team huddles, and maintaining the Front End Communication Book. In the absence of the GSM, this role maintains a constant presence on the front end during peak hours to ensure service level standards and opening sequence expectations are met. Additionally, the Assistant Customer Service Manager assists with inventory of departmental supplies, maintains records for damaged/spoiled merchandise, complies with safety regulations, and ensures the cleanliness and sanitation of the work area and equipment. The position requires working towards acquiring product knowledge in all departments to assist guests and staying updated on weekly specials, promotions, and company offers. A team-oriented work environment that inspires collaboration and cooperation is essential. The store is open seven days a week, and this role may require weekend, holiday, and shift work.

Requirements

Department operations experience or equivalent education to be knowledgeable and familiar with the nature and duties of every position within the department.
Must have the ability to teach all fundamentals of the front-end department operations.
Proven success with mentoring, motivating and leading a team.
Math skills necessary, but not limited to: the ability to add, subtract, multiply and divide, follow recipes, gross margins, markup and percentages, analyzing variance, completing reports, budgeting labor and sales, completing sales transactions and calculating discounts.
Ability to use Microsoft Office suite.
Excellent communicator with ability to professionally and courteously interact with guests, crew members, store management team, corporate sales managers and leadership.
This includes answering telephone calls and using in-store intercom system.
Ability to work with cleaning chemicals and detergents in order to clean and sanitize tools using without allergic reaction.
Ability to work around food ingredients, produce and spices without allergic reaction.
Must be at least 18 years of age due to equipment use and work environment.
Current State Food Handler’s Permit must be maintained.

Responsibilities

Demonstrates, communicates and coaches guest service expectations to all crew members by setting and leading by example.
Actively participates, trains and mentors front end department crew members to enthusiastically engage with guests while scanning, bagging and processing payments as a checker.
Assists with leadership to front end department crew members including: planning and assigning work, coaching sessions and administering discipline when needed, providing training, addressing complaints and resolving problems.
Assists with writing daily plans and weekly work schedules that anticipate the needs of the business.
Conducts daily team huddles during each shift in order to communicate and to reinforce guest service expectations with all front end department crew members.
Maintains and utilizes the Front End Communication Book effectively and follows up with crew members to answer questions and ensure they follow the direction communicated in the book.
In absence of the GSM, maintains a constant presence on the front end and is present during peak hours to ensure the queue of 3 service level standard is adhered to as well as follows “opening sequence” expectations (express and mainline alternating).
Assists with the maintenance of inventory of all departmental supplies.
Maintains accurate records for damaged/spoiled merchandise in accordance with company policies and procedures.
Complies with all food and workplace safety rules and regulations.
Ensures safety, cleanliness, and sanitation of work area and equipment.
Works towards acquiring product knowledge within all departments in order to respond to guest questions and provide informative information about merchandise.
Stays updated on weekly specials, coupons and other company promotions that encourage an environment that delights our guests.
Works in and cultivates a team oriented work environment that inspires collaboration and cooperation.