Customer Service Manager

Albertsons • Phoenix, AZ

6d

About The Position

The Customer Service Manager ensures customers receive fast, friendly, and accurate checkout service by implementing a customer-first approach. The role manages and schedules Front End Clerks, Courtesy Clerks, the Service Operations Assistant, and Service Supervisors. It oversees daily cash, balancing, reconciliation, and payroll reports while supporting store sales and the overall operating plan.

The manager leads front-end customer service and operations, handles customer relations and complaints, supports checkout activities when needed, and maintains cash controls and front-end standards. The position also assists with hiring, trains and supervises associates, monitors compliance, controls shrink, and ensures work is performed safely, accurately, honestly, and with integrity.

The work takes place primarily in a temperature-controlled store, with occasional exposure to outdoor environments and varying temperatures. This is a safety-sensitive position.

Requirements

• Strong communication, leadership, team-building, and interpersonal skills; ability to maintain composure under pressure.
• Ability to deal with the public and project a positive image.
• Ability to frequently lift and maneuver objects of varying dimensions and weights up to approximately 55 pounds.
• Ability to stand or walk for long periods and move quickly.
• Ability to operate and troubleshoot PCs and checkstand equipment, including printers, scales, public-announcement equipment, scanners, and cash registers.
• Knowledge of interviewing techniques, basic employment law, and computer software; analytical ability to handle administrative details such as planning and scheduling.
• Ability to supervise, analyze and gather facts for disciplinary recommendations, and make hiring decisions.
• Good understanding of Company practices and in-depth understanding of front-end policies and procedures; ability to judge and respond to business activity.
• Mental alertness to ensure safe and accurate completion of work activities.
• Knowledge of product variety and perishability, safety and sanitation procedures, and department policies and procedures.
• Knowledge of basic mathematics and weights and measures.

Responsibilities

• Champion Company and Division customer-service programs to meet or exceed customer-service goals.
• Handle customer relations positively, including effectively resolving customer complaints.
• Provide courteous customer service, perform checking and cash-register supervisory duties when needed, and use suggestive selling and other sales techniques.
• Serve as an overflow cashier when needed.
• Direct and supervise front-end activities, monitor customer traffic and service levels, and coordinate and implement front-end and service programs.
• Ensure the front-end area is clean, safe, and presentable, and monitor inventory and ordering of front-end supplies and merchandise.
• Oversee daily cash, balancing, reconciliation, and payroll reports; manage cash flow and controls, including safe transactions, cash-register tills, check approvals, rainchecks, refunds, and money-handling procedures.
• Handle scan-system emergencies, UPC and scanning issues, pricing errors, system failures, and related front-end problems.
• Assist with interviewing and hiring front-end and courtesy clerks.
• Train front-end management, front-end clerks, and courtesy clerks, and monitor their compliance with requirements.
• Supervise assigned associates and recommend employment-status changes and disciplinary actions to the Store Manager.
• Maintain cost and quality control and awareness of customer and employee needs.
• Enforce dress and grooming standards.
• Control shrink and prevent the sale of out-of-code products.
• Perform duties safely, accurately, and with honesty and integrity, as well as other necessary duties as directed or required.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed