FT Manager Customer Service (H)

Ahold Delhaize•Huntersville, NC

About The Position

The Manager Customer Service supports the management and duties of store operations to meet financial and sales goals. The role builds associate and customer relations, promotes a strong culture in support of Food Lion Strategy, and maintains communication with the store management team, associates, and the wider organization. The position manages Front End operations, including the Service Center, Self-Checkout, and Food Lion To-Go when applicable, while leading associates and supporting customer service, financial performance, safety, and compliance.

Requirements

Ability to lead and manage a team.
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 position’s physical requirements, with or without reasonable accommodations.
Must be accredited by the National Registry of Food Safety Professionals or a similar accrediting organization as a Certified Food Safety Manager, or attend company-provided training and be able to 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, and other communication systems required to perform job functions.
Ability to use handheld computers for orders, markdowns, scan-outs, and inventory.
Stand 100% of the time and frequently walk short distances.
Ability to push or pull up to 2,000 pounds using a pallet jack or float.
Perform repetitive hand and arm motions.
Bend and lift products weighing up to 15 pounds continuously, 25 pounds frequently, and approximately 100 pounds on occasion.
Handle a variety of substances associated with cleaning and packaging materials, and household cleaners.
Frequently reach and grasp at waist level and occasionally above shoulder or below waist level.
Meet established volume activity standards for the position.
Tolerate working in extreme hot or cold temperatures for up to 20 minutes at a time.
Have sufficient visual ability to check invoices, dates, and other written documents.

Nice To Haves

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

Responsibilities

Manage all Front End operations, including Service Center, Self-Checkout, and Food Lion To-Go when applicable.
Hire, train, and develop associates to meet department needs.
Supervise associates’ duties and responsibilities, provide ongoing performance management training, and conduct timely formal performance appraisals for direct reports.
Provide leadership and motivation to promote a culture reflective of Food Lion’s Brand, Strategy, and Culture.
Support achievement of budgeted financials, operating results, and Food Lion To-Go KPIs.
Promote enthusiastic customer awareness and fast, easy, flexible, and friendly service to create a positive customer shopping experience.
Model outstanding customer service and use skills and knowledge to offer solutions that meet or exceed customer expectations.
Control store expenses through proper ordering and care of supplies and equipment.
Use company tools, including financial reports, the average cost inventory system (ACIS), scheduling, productivity, ordering (CAO), business information systems, and Food Lion To-Go applications.
Ensure department appearance, quality, variety, workplace safety, food safety, and sanitation are consistently maintained.
Write Front End schedules, including Food Lion To-Go schedules, according to standards to provide extraordinary customer service.
Maintain Front End registers and equipment, including Food Lion To-Go equipment, and place service calls efficiently.
Ensure Front End cashiers review the weekly sales flyer, understand where to find key items, and communicate unexpected out-of-stock conditions.
Monitor shrink, ensure inventory and monetary assets are accounted for, and coach associates to recognize and prevent losses.
Ensure proper control of store funds and company assets.
Observe and correct unsafe conditions that could cause associate or customer accidents.
Record and report associate and customer accidents according to Food Lion procedures.
Ensure compliance with local, state, and federal regulations; adhere to company guidelines, policies, and standard practices; and maintain security standards.
Complete Computer Based Training (CBT) and the Training guide.
Recognize accomplishments and provide constructive counseling when necessary to support customer satisfaction, service, and store sales.
Perform other duties as assigned.