Customer Service Manager

Albertsons•Phoenix, AZ

1d•Onsite

About The Position

The Customer Service Manager is responsible for ensuring that all customers receive fast, friendly, and accurate checkout service by passionately implementing a 'customer first, second to none' philosophy. This role involves managing and scheduling the duties of Front End Clerks, Courtesy Clerks, Service Operations Assistant, and Service Supervisors. The manager also oversees the completion of daily cash, balancing, reconciliation, and payroll reports, while actively supporting store sales and the overall operating plan.

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.
Frequently lift and maneuver objects of varying dimensions and weights up to approximately 55 lbs.
Ability to stand or walk for long periods of time.
Ability to move quickly.
Ability to operate and troubleshoot PCs and checkstand equipment such as printers, scales, public announcement equipment, scanners, and cash registers.
Knowledge of interviewing techniques.
Knowledge of basic employment law.
Knowledge of computer software.
Analytical ability to handle administrative details such as planning and scheduling.
Ability to supervise.
Ability to analyze and gather facts for recommending disciplinary action and make hiring decisions.
A good understanding of Company practices.
In-depth understanding of Front End policies and procedures.
Ability to judge and react to business activity.
Mental alertness is necessary to ensure safe and accurate completion of work activities.
Knowledge of product variety and perishability, safety and sanitation procedures, and department policies and procedures.
Ability to present a positive image to the public.
Knowledge of basic mathematics and weights and measures.

Responsibilities

Champion Company and Division customer service programs to meet or exceed Division customer service goals.
Handle customer relations in a positive manner, including effective resolution of customer complaints.
Promote Albertson's philosophy of personalized service.
Provide fast, friendly, courteous and excellent customer services, handle customer relations, perform checking duties and supervisor functions on cash registers when necessary, and engage in suggestive selling and other sales techniques.
Serve as overflow cashier.
Direct and supervise front end activities including: monitoring customer traffic and service level, coordinating and implementing front end and service programs, ensuring cleanliness, safety and appearance of Front End physical area, and monitoring inventories and ordering Front End supplies and merchandise.
Ensure front end is operational and projects a positive image.
Handle and be accountable for cash flow and controls including safe transactions, issues and pick-ups, cash register tills, approving checks, rainchecks and refunds, and monitoring checker money handling procedures.
Handle scan system emergency procedures, UPC codes not on file, hard to scan UPC codes, scan pricing errors and system failures.
Assist with the interviewing and hiring of front end and courtesy clerks.
Train front end management, front end and courtesy clerks and monitor their compliance.
Supervise associates assigned, make recommendations for employment status changes and discipline to Store management.
Responsible for cost and quality control and maintaining a constant awareness of customer and employee needs.
Enforce dress and grooming standards for all.
Engage in suggestive selling and other sales techniques.
Control shrink.
Prevent the sale of out of code products.
Perform all job duties and responsibilities safely, accurately and with honesty and integrity.
Perform other necessary and required duties as directed or required.