Customer Service Manager
About The Position
The Customer Service Manager is responsible for directing and supervising all functions and activities of front-end department personnel to achieve the sales and profit goals established for the department; to ensure that the work shifts of all department personnel contribute to the financial best interests of the store. This role cultivates and maintains customer service at the front-end, attention to associate appearance and behavior, as well as maintaining acceptable service levels. The manager reacts to all customer concerns quickly and effectively while following SOPs to provide the best experience possible. They control store shrink by monitoring cashier product handling, cashier ringing/scanning techniques, and file maintenance performance, ensuring shrink control procedures are followed. The Customer Service Manager is responsible for the selection, training, development, and scheduling of front-end associates, and completes all necessary paperwork relating to the department. They ensure a clean and safe environment for associates and customers by enforcing proper safety, sanitation, and operations policies. This role is responsible for all training, monitoring, and compliance of regulatory and legal aspects such as alcohol and tobacco, food stamps, and WIC. The manager maintains supplies for the front-end, places orders when needed, and keeps inventory of items such as receipt tape, paper/plastic bags, paid stickers, rain check slips, etc. They perform self-internal audits to ensure adherence to all policies and procedures and finish and retain reports/logs needed for store audit and state inspection purposes. The Customer Service Manager also performs tasks as assigned by the Store Manager or Assistant Store Manager.
Requirements
- Working knowledge of all aspects of front end operations, as well as the ability to make decisions and provide effective leadership.
- Basic computer skills
- Very strong customer service skills, communication, management/leadership skills, strong decision making skills, conflict management, and the ability to manage multiple tasks
- Occasional amounts of walking, balancing, and kneeling
- Frequent amounts of pushing and pulling loads up to 35 lb, crouching, and feeling
- Constant amounts of standing, lifting and carrying loads up to 40 lb, stooping, reaching, handling, talking, and hearing
- Occasional work in a variety of temperatures
- Operation of Cash Register or EZ-Scan, Scanner, Computer, Telephone System, Scale, Currency Counter, Calculator
- Working knowledge of all store systems including POS, receiving, payroll and scheduling, pallet jack certification etc.
- Ability to read, write, and perform basic math functions
- Handle money, checks, and other media and distinguish between various forms of currency
- High School Diploma - General Studies
- 1-3 years previous retail experience in the are of the front end preferred
Responsibilities
- Cultivates and maintains customer service at the front-end, attention to associate appearance and behavior, as well as maintaining acceptable service levels
- Reacts to all customer concerns quickly and effectively while following SOPs to provide the best experience possible
- Controls store shrink by monitoring cashier product handling as well as cashier ringing/scanning techniques, file maintenance performance and ensuring shrink control procedures
- Selection, training, development and scheduling of front-end associates
- Complete all necessary paperwork relating to Department
- Ensures a clean and safe environment for associates and customers by enforcing proper safety, sanitation, and operations policies
- Responsible for all training, monitoring and compliance of regulatory and legal aspects such as alcohol and tobacco, food stamps and WIC
- Maintains supplies for front-end, places orders when needed and keeps inventory of items such as receipt tape, paper/plastic bags, paid stickers, rain check slips, etc
- Performs self internal audits to ensure adherence to all polices and procedures
- Finish and retain reports/ logs needed for store audit and state inspection purposes
- Perform tasks as assigned by the Store Manager or Assistant Store Manager
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
