Customer Service Manager
About The Position
The Customer Service Manager ensures customers receive fast, friendly, and accurate checkout service while advancing the company’s customer-first approach. The role manages and schedules Front End Clerks, Courtesy Clerks, Service Operations Assistants, and Service Supervisors, and oversees daily cash, balancing, reconciliation, and payroll reports in support of store sales and operating plans. The manager leads front-end customer service and operations, handles customer relations and complaints, supports checkout when needed, and manages cash controls, staffing, training, safety, cleanliness, supplies, and shrink prevention. The position also requires safe, accurate, and honest performance of duties in a temperature-controlled store, with occasional exposure to outdoor temperatures.
Requirements
- Strong communication, leadership, team-building, and interpersonal skills, with the ability to remain composed under pressure.
- Ability to deal with the public and project a positive image.
- Ability to supervise, make hiring decisions, gather and analyze facts, and recommend disciplinary action.
- Knowledge of interviewing techniques, basic employment law, computer software, and administrative planning and scheduling.
- Good understanding of Company practices and in-depth understanding of Front End policies and procedures, with the ability to judge and respond to business activity.
- Knowledge of product variety and perishability, safety and sanitation procedures, department policies and procedures, basic mathematics, and weights and measures.
- Ability to operate and troubleshoot PCs and checkstand equipment, including printers, scales, public announcement equipment, scanners, and cash registers.
- Ability to stand or walk for long periods and move quickly.
- Ability to frequently lift and maneuver objects of varying dimensions and weights up to approximately 55 pounds.
- Mental alertness to complete work activities safely and accurately.
Responsibilities
- Champion Company and Division customer service programs to meet or exceed customer service goals.
- Handle customer relations positively and resolve customer complaints effectively.
- Provide fast, friendly, courteous customer service; perform checking and cash-register supervisory duties as needed; and use suggestive selling and other sales techniques.
- Direct and supervise front-end activities, monitor customer traffic and service levels, and coordinate and implement front-end and service programs.
- Maintain the cleanliness, safety, appearance, and operational readiness of the front-end area.
- Monitor inventories and order front-end supplies and merchandise.
- Manage cash flow and controls, including safe transactions, cash issues and pickups, register tills, check approvals, rainchecks, refunds, and monitoring money-handling procedures.
- Handle scan-system emergencies, UPC and scanning issues, pricing errors, system failures, and other related problems.
- Assist with interviewing and hiring front-end and courtesy clerks; train front-end management and clerks; and monitor compliance.
- Supervise assigned associates and recommend employment-status changes and disciplinary action to store management.
- 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 all duties safely, accurately, honestly, and with integrity, along with other duties as directed or required.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
