Customer Service Manager

Albertsons•Queen Creek, AZ

2d•Onsite

About The Position

The Customer Service Manager ensures customers receive fast, friendly, accurate checkout service and promotes 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 position leads front-end operations and customer service programs, resolves customer concerns, supports checkout and cashiering as needed, and maintains cash controls and front-end standards. It also assists with hiring, trains and supervises associates, and helps ensure safe, accurate, and honest completion of work. The work takes place primarily in a temperature-controlled store, with occasional exposure to outdoor 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, with the ability to judge and react 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.
Ability to work safely around potential hazards associated with equipment and work aids.

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 service; perform checking and register-supervisor duties when necessary; 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.
Maintain the cleanliness, safety, appearance, and operational readiness of the front-end area; monitor inventory and order front-end supplies and merchandise.
Manage cash flow and controls, including safe transactions, cash issues and pick-ups, register tills, check approvals, rainchecks, refunds, and monitoring money-handling procedures.
Handle scan-system emergencies, UPC and pricing issues, scanning difficulties, system failures, and related front-end problems.
Assist with interviewing and hiring front-end and courtesy clerks.
Train front-end management and front-end and courtesy clerks, and monitor their compliance with requirements.
Supervise assigned associates and recommend employment-status changes and discipline to the Store Manager.
Support cost and quality control and maintain awareness of customer and employee needs.
Enforce dress and grooming standards.
Control shrink and prevent the sale of out-of-code products.
Perform job duties safely, accurately, honestly, and with integrity, and complete other required duties as directed.