Customer Service Manager

Albertsons•Washington, WA

4d•Onsite

About The Position

The Customer Service Manager ensures customers receive fast, friendly, and accurate checkout service by implementing a customer-first approach. The role manages and schedules Front End Clerks, Courtesy Clerks, Service Operations Assistants, and Service Supervisors; oversees daily cash, balancing, reconciliation, and payroll reports; and supports store sales and the overall operating plan. The manager champions customer service programs, resolves customer complaints, directs front-end activities, maintains service levels and the appearance and safety of the front-end area, and oversees supplies and merchandise. The role is accountable for cash handling and controls, including safe transactions, register tills, checks, rainchecks, and refunds. It also supports front-end operations during scan-system issues, assists with hiring and training, supervises associates, and makes recommendations concerning employment status and discipline. The position is responsible for cost and quality control, shrink prevention, and safe, accurate, honest performance of job duties.

Requirements

Strong communication, leadership, team-building, and interpersonal skills.
Ability to maintain composure under pressure, deal with the public, and project a positive image.
Ability to supervise, make hiring decisions, and analyze and gather facts for disciplinary recommendations.
Knowledge of interviewing techniques, basic employment law, computer software, and administrative planning and scheduling.
Understanding of Company practices and in-depth knowledge of front-end policies and procedures; ability to judge and respond to business activity.
Knowledge of product variety and perishability, safety and sanitation procedures, and department policies and procedures.
Ability to operate and troubleshoot PCs and checkstand equipment, including printers, scales, public announcement equipment, scanners, and cash registers.
Knowledge of basic mathematics and weights and measures.
Mental alertness to ensure safe and accurate completion of work activities.
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.

Responsibilities

Champion Company and Division customer service programs to meet or exceed customer service goals.
Handle customer relations positively and resolve complaints effectively.
Provide fast, friendly, courteous customer service; perform checking and register-supervisor duties when needed; and use suggestive selling and other sales techniques.
Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, and Service Supervisors.
Direct front-end activities, monitor customer traffic and service levels, and coordinate and implement front-end and service programs.
Ensure the front-end area is clean, safe, operational, and presents a positive appearance; monitor inventories and order front-end supplies and merchandise.
Oversee daily cash, balancing, reconciliation, and payroll reports.
Manage cash flow and controls, including safe transactions, cash-register tills, check approvals, rainchecks, refunds, and checker money-handling procedures.
Handle scan-system emergency procedures, UPC and pricing issues, scanning difficulties, and system failures.
Assist with interviewing and hiring front-end and courtesy clerks.
Train front-end management and clerks, and monitor their compliance with requirements.
Supervise assigned associates and recommend employment-status changes and disciplinary actions to the Store Manager.
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, as well as other required duties.