Customer Service Manager

Harmons•Holladay, UT

3d•Onsite

About The Position

The Customer Service Manager ensures the smooth and efficient operation of the store’s front end. The role provides exceptional customer service, trains and mentors front-end associates, assists with checking and bagging, handles customer complaints, processes refunds and exchanges, and ensures adequate front-end coverage. The manager also supports store operations as needed and communicates regularly with the Lead Customer Service Manager and Store Director.

Requirements

Basic math skills for making change.
10-key skills.
Ability to interpret policies and procedures.
Excellent organization and planning skills.
Solid verbal and listening skills to communicate effectively with customers and fellow associates.
Ability to handle conflict appropriately and professionally.
Ability to accept constructive review and be accountable for personal and team success.
Ability to make logical, significant decisions using general, recognized skills and techniques.
Integrity, a positive attitude, a mission-driven and self-directed approach, and demonstrated commitment to Harmons’ mission and collaborative work.
Continually strive to be product-minded, customer-minded, personnel-minded, detail-oriented, consistent, and forward-focused.
Ability to work weekends, evenings, and holidays.
Ability to perform the essential duties satisfactorily, with reasonable accommodations where applicable.

Nice To Haves

High school diploma or GED preferred.

Responsibilities

Follow established departmental and store policies and procedures.
Maintain cleanliness and sanitation in all front-end areas.
Stock check stands with bags and other supplies.
Assign check stands to scheduled associates and maintain coverage while associates take breaks and lunches.
Follow opening and closing procedures.
Perform overrides and assist with checking and bagging as needed.
Ensure cashiers appropriately offer and promote the Foodie Club Card, and monitor its use by cashier.
Ensure checkers and courtesy clerks follow procedures and provide exceptional customer service.
Handle customer refunds, exchanges, and complaints.
Audit and verify tills throughout the day and at store closing; handle money and provide accurate change.
Assist customers with questions and finding items throughout the store.
Ensure go-backs are completed and pricing is accurate for scanned items.
Apply Harmons’ policies for checks, gift cards, WIC checks, and related transactions.
Teach, mentor, and educate front-end associates; provide frequent, honest, and direct feedback about performance and areas for improvement.
Participate actively on the Safety Committee to help ensure the safety of customers and associates.
Communicate openly and frequently with the Lead Customer Service Manager and Store Director.
Assist as needed to support the success of the store as a whole.
Perform other job-related duties as assigned.