Customer Service Lead

SpartanNash•Grand Rapids, MI

11d•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 ensure work shifts contribute to the store’s financial best interests. The position also completes other assigned duties in a timely manner. The role performs customer transactions in accordance with company policies, supports orderly return-to-stock processes, maintains knowledge of product locations and promotional items, trains and supervises team members, and helps maintain a clean, attractive, well-stocked department. Associates may also be assigned tasks in other departments based on customer experience needs.

Requirements

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

Responsibilities

Accurately perform transactions involving cash, checks, debit/credit/EBT cards, identification requirements, over-rings, credits, suspended orders, refunds, bottle returns, vendor coupons, gift certificates, lottery ticket sales, Western Union, Ticketmaster, and other media in accordance with policies.
Ensure return-to-stock items are handled promptly and orderly, giving immediate attention to 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 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, food safety and cleaning expectations, and guest experience guidelines.
Perform tasks in other departments when assigned based on customer experience needs.
Complete other responsibilities as assigned.