Customer Service Manager

Albertsons•Tucson, AZ

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, 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 manager leads front-end customer service and operations, resolves customer complaints, supports checkout and cashier duties when needed, and oversees the physical area, supplies, merchandise, and service programs. The role is accountable for cash handling and controls, supports front-end staffing and training, supervises associates, and helps maintain service quality, safety, cost control, and shrink prevention. This is a safety-sensitive position.

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 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 recommending disciplinary action, 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, department policies and procedures, basic mathematics, and weights and measures.
Ability to present a positive image to the public.

Responsibilities

Champion Company and Division customer service programs to meet or exceed Division customer service goals.
Handle customer relations positively, including effectively resolving customer complaints.
Provide fast, friendly, courteous service; perform checking and cash-register supervisor duties when necessary; and use suggestive selling and other sales techniques.
Serve as an overflow cashier when needed.
Manage and schedule Front End Clerks, Courtesy Clerks, the Service Operations Assistant, and Service Supervisors.
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, and appearance of the Front End area; monitor inventories and order Front End supplies and merchandise.
Oversee daily cash, balancing, reconciliation, and payroll reports and support store sales and the overall operating plan.
Manage cash flow and controls, including safe transactions, cash issues and pickups, register tills, check approvals, rainchecks, refunds, and monitoring cash-handling procedures.
Handle scan-system emergencies, UPC-code issues, scanning and pricing errors, system failures, and related front-end problems.
Assist with interviewing and hiring front-end and courtesy clerks.
Train front-end management and clerks and monitor compliance with training and procedures.
Supervise assigned associates and recommend employment-status changes and discipline to the Store Manager.
Maintain awareness of customer and employee needs and support cost and quality control.
Enforce dress and grooming standards.
Control shrink and prevent the sale of out-of-code products.
Perform all duties safely, accurately, and with honesty and integrity, and complete other duties as directed or required.