County Market Customer Service Manager

County Market (Niemann Foods)•Lewistown, IL

20d•$850 - $1,200

About The Position

The Customer Service Manager provides genuine customer service and supervises and manages the front-end team. The role coordinates effective training, enforces front-end policies and procedures—including safety and cash accountability—controls labor, and promotes safe work practices. The manager delivers superior guest service, leads and coaches front-end Associates, and ensures customer-facing operations are handled properly. Responsibilities include maintaining front-end cleanliness, overseeing service desk and cashier activities, managing company funds and deposits, monitoring transactions and refunds, preparing schedules and staffing coverage, and reviewing labor and bookkeeping results. The role also handles hiring and performance-related supervisory responsibilities, communicates customer feedback to other departments, and ensures compliance with applicable company policies and government regulations.

Requirements

High school diploma or GED, or an equivalent combination of education and experience.
One to three months of related experience and/or training, or an equivalent combination of education and experience.
Customer service skills, genuine approach, leadership skills, honesty and integrity, money-handling skills, high energy, and ability to multitask.
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports, business correspondence, and procedural manuals.
Ability to speak effectively before groups of customers or Associates.
Basic math skills, including addition, subtraction, division, multiplication, percentages, and sales per Associate hour.
Ability to meet the stated physical demands, including standing, walking, reaching, stooping, kneeling, crouching, climbing, and lifting.

Responsibilities

Deliver superior guest service and ensure customer satisfaction.
Lead and motivate front-end staff and use the GUEST program when serving customers.
Maintain cleanliness of the front end, including check lanes, the service desk, carts, and the cart vestibule.
Understand cashier duties, including produce identification.
Manage company assets, including safe funds, bank deposits, and cash accountability.
Monitor front-end transactions for proper product handling and remain accountable for services handled at the service desk.
Answer incoming calls using proper phone etiquette and communicate customer feedback to other departments.
Develop the front-end weekly schedule using store projections and adjust staffing coverage for customer volume.
Enforce company audit policy and monitor cashier and bookkeeping overages and shortages.
Interview, hire, train, and coach front-end Associates; recommend Associates for advancement or recognition.
Work toward company items-per-minute standards and review labor and bookkeeping reports, taking appropriate action.
Review refund logs for proper authorization and balancing; remain attentive to Bottom of the Cart.
Ensure compliance with government regulations regarding Link cards, WIC, weights and measures, Health Department rules, and purchases of tobacco, liquor, and lottery products.
Control store expenses through appropriate ordering of front-end supplies and the merchandising, care, and maintenance of front-end equipment.
Monitor and report suspicious activity to ensure compliance with the Western Union Anti-Money Laundering Act.
Follow store and department policies and procedures, follow safety procedures, and serve as a safety role model.
Plan, assign, and direct work; appraise performance; reward and discipline Associates; and address complaints and resolve problems.
Perform other duties as assigned by the supervisor.