FT Manager Customer Service (H)

Ahold Delhaize•Mint Hill, NC

About The Position

The Customer Service Manager supports store operations and management to meet financial and sales goals, build associate and customer relationships, and promote Food Lion’s strategy and culture. The role maintains clear communication with the store management team, associates, and the broader organization. The manager leads Front End operations, including the Service Center, Self-Checkout, and Food Lion To-Go where applicable. The role develops and supervises associates, supports financial and operational results, maintains customer service standards, and ensures the department operates safely and in compliance with company policies and applicable regulations.

Requirements

High school graduate or equivalent preferred.
Ability to lead and manage a team.
Strong understanding of store operations and merchandising techniques preferred.
Excellent interpersonal, organizational, communication, and customer service skills.
Demonstrated good judgment in solving problems, making decisions, handling complaints, arbitrating disputes, and resolving grievances.
Ability and willingness to learn multiple tasks and technical requirements of the job.
Ability to use technical information to solve problems.
Must meet minimum age requirements for specific job functions.
Must be able to meet the physical requirements of the position, with or without reasonable accommodations.
Must hold accreditation as a Certified Food Safety Manager from the National Registry of Food Safety Professionals or a similar organization, or attend company-provided training and achieve accreditation within the first 90 days of employment; accreditation must be maintained while employed in a position requiring it.
Ability to use computers, smart devices, communication systems, and handheld computers for orders, markdowns, scan-outs, and inventory.
Ability to stand throughout the work period and frequently walk short distances.
Ability to push or pull up to 2,000 pounds using a pallet jack or float.
Ability to perform repetitive hand and arm motions; bend and lift products weighing up to 15 pounds continuously, 25 pounds frequently, and approximately 100 pounds occasionally.
Ability to handle substances associated with cleaning and packaging materials and household cleaners.
Frequent reaching and grasping at waist level, and occasional reaching above shoulder or below waist level.
Ability to meet established volume activity standards.
Ability to tolerate extreme hot or cold temperatures for up to 20 minutes at a time.
Sufficient visual ability to check invoices, dates, and other written documents.

Nice To Haves

High school graduation or equivalent.
Strong understanding of store operations and merchandising techniques.

Responsibilities

Manage Front End operations, including the Service Center, Self-Checkout, and Food Lion To-Go where applicable.
Hire, train, and develop associates to meet department needs.
Supervise department associates’ duties and performance, provide ongoing performance-management training, and conduct timely formal appraisals for direct reports.
Provide leadership and motivation that support Food Lion’s brand, strategy, and culture.
Support budgeted financial results, operating results, and Food Lion To-Go KPIs.
Promote fast, easy, flexible, and friendly customer service and a positive shopping experience; model outstanding customer service and offer solutions that meet or exceed customer expectations.
Control store expenses through proper ordering and care of supplies and equipment.
Use company tools and systems, including financial reports, ACIS, scheduling, productivity, CAO ordering, business information systems, and Food Lion To-Go applications.
Maintain department appearance, quality, variety, workplace safety, food safety, and sanitation.
Write Front End schedules, including Food Lion To-Go schedules, according to standards to provide customer service at all times.
Maintain Front End registers and equipment, including Food Lion To-Go equipment, and efficiently place service calls.
Ensure Front End cashiers review the weekly sales flyer, know where to find key items, and communicate unexpected out-of-stock conditions.
Monitor shrink and inventory, account for money and monetary assets, and coach associates to recognize and prevent losses.
Maintain proper control of store funds and company assets.
Identify and correct unsafe conditions that could cause associate or customer accidents; record and report accidents according to company procedures.
Ensure compliance with local, state, and federal regulations and adhere to company guidelines, policies, and standard practices.
Maintain security standards and successfully complete Computer Based Training and training guides.
Recognize accomplishments and provide constructive counseling when needed to support customer satisfaction, service, and store sales.
Perform other duties as assigned.