Customer Service Lead

SpartanNash • Grand Rapids, MI

10d • Onsite

About The Position

The Customer Service Lead provides and maintains a high standard of customer service in the store’s front-end operations. In the absence of the Customer Service Manager, this role supervises and directs front-end activities and operations to help ensure each shift serves the store’s financial interests. The position also completes other assigned duties in a timely manner.

The role performs a broad range of customer transactions in accordance with company policies, supports prompt and orderly return-to-stock handling, maintains knowledge of store products and promotions, and trains and supervises team members. It also helps maintain department standards for cleanliness, product availability, safety, food safety, and guest experience. Duties may include work in other departments based on customer experience needs.

Requirements

• High school graduate or equivalent (GED).
• Proficiency with computers, including email and spreadsheets.
• Ability to read, write, comprehend, and interpret documents.
• Accounting or bookkeeping skills.
• Ability to interpret and analyze financials.
• Ability to develop and manage budgets.
• Ability to delegate, direct, and implement.
• Suggestive selling ability and product knowledge.
• Detail-oriented.

Responsibilities

• Accurately process cash, check, debit/credit/EBT, and other transactions, including refunds, credits, suspended orders, bottle returns, coupons, gift certificates, lottery tickets, Western Union, and Ticket Master, in accordance with policies.
• Ensure return-to-stock items are handled promptly and orderly, prioritizing perishable items.
• Maintain knowledge of product locations in the store.
• Know advertised items, special prices, coupon deals, and other features of the store’s sales program.
• Train others to perform department activities and functions.
• Manage the selection, scheduling, and supervision of others to meet or exceed departmental productivity levels.
• Handle spoiled or damaged products according to established guidelines.
• Maintain a clean, attractive, and well-stocked department.
• Follow PPE and safety guidelines.
• Follow food safety and cleaning expectations.
• Follow guest experience guidelines.
• Perform tasks in other departments as assigned based on customer experience needs.
• Complete additional responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED