Service Operations Assistant

Job Title

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Job Description

Purpose:

Exemplifies and ensures strong customer service in all areas of the job. Directs and controls the operation of the front end, in compliance with Company policies and procedures.

Duties and Responsibilities:

• Champions corporate and division customer service programs to meet or exceed division customer service goals.

• Assists Service Operations Manager in managing and scheduling duties of Cashiers, Courtesy Clerks and Service Supervisor(s). In some Divisions, may assist in supervising Administrative Coordinator/Bookkeeper and must have complete knowledge of Administrative Coordinator/Bookkeeper duties (see job description for AC Bookkeeper).

• Works closely with the Service Operations Manager to meet sales, service scores, quarterly labor, bag expense, cash shortages and overages, and check expense projections.

• Assists in directing and supervising front end operations, monitoring and directing customer traffic flow, coverage of checkout lanes, cleanliness and appearance of front end sales floor and restrooms.

• Complies with and ensures compliance with Company policies and procedures (i.e., Cash Handling, Employee Purchase, Restricted Product Sale, Coupon and Gift Card policies, scan accuracy, scheduling of minors, Product Return Policy, WIC, sanitation, safety, security, grooming and dress code standards, check acceptance, etc.). Reports policy violations to the Service Operations Manager and Store Director.

• Answers and responds to incoming calls appropriately. Receives and appropriately resolves customer complaints and reports to the Service Operations Manager and Store Director, as appropriate.

• Accurately operates checkstand equipment such as a cash register, electronic payment system, Self-Checkout (SCO), Remote Approval Station (RAP), scanner and scale to process customer orders in strict compliance with Company Policies and Procedures (i.e., Cash Handling, Employee Purchase, Product Return Policy, Restricted Product Sale, Void, Refund, Coupon and Gift Card policies, scan accuracy, WIC, check acceptance, Shoplifting Apprehension Policy, etc.). Reports policy violations to store management.

• Handles cash flow requirements including deposits, armored car service, safe transactions, issues and pickups, tills, approving checks and refunds, and monitoring cashier funds and cash handling procedures. Completes and ensures completion of all front end forms. Works with Service Operations Manager and Service Supervisor(s) to solve problems including cash variances, refund and till balance irregularities, and payroll violations.

• Partners with Division Loss Prevention and Administrative Coordinator to resolve cash and other shrink issues.

• Provides assistance to Service Operations Manager and Administrative Coordinator regarding cash balancing issues.

• Assists in front end employee training in conjunction with the Service Operations Manager and Administrative Coordinator.

• Assists with various front end administrative duties such as ordering money orders, bus passes, lottery, gift cards, postage and change (if applicable). Balancing of money orders, money transfers, gift cards, lottery, and maintains control logs.

• Reports scan file problems in a timely manner. Ensures front end equipment is operational and take appropriate action to correct. Implements emergency procedures in the event of computer equipment malfunctions.

• Complies with Company programs to address shrink, excessive voids and refunds, and cash handling problems.

• Ensures compliance with all Company policies, including cash handling, employeeemployee discount, gift cards, money orders (where applicable), sanitation, safety, security, etc.

• Makes schedule adjustments as needed to support customer service needs.

• Serves as overflow cashier when needed.

• Assists in implementing front end programs.

• Maintains confidentiality concerning employees, store sales, and Company information. Maintains accurate department records.

• Attends required training and sales meetings.

• Responsible for performing all job duties with honesty and integrity and in compliance with Company policies and procedures.

• Other necessary and required duties.

Physical and General Requirements:

• Possess a thorough knowledge of Front End operations policies and procedures. Requires knowledge of one and two-step math calculations (i.e. addition, subtraction and percent calculations).

• Friendly, courteous, and maintains composure in dealing with customers, co-workers and vendors as well as having the ability to concentrate and deal with interruptions and customer complaints, etc., and take initiative.

• Requires good written and verbal communication, leadership skills and professional demeanor.

• Requires legible handwriting and ability to follow written instructions.

• Works with variety of front end systems. Operates computer software and electronic devices, to record and track sales, and schedule employees.

• Stands for long periods of time, walk, bend, stoop, kneel, twist and turn frequently. Ability to frequently reach, lift and maneuver items of varying dimensions and sizes up to approximately 50 lbs. Manual dexterity and good eye-hand coordination are necessary.

• Utilizes cleaning supplies.

• May be required to work nights, weekends and holidays. Scheduled hours will vary. Occasional travel, including overnight travel, may be required. Good attendance is required.

• May use calculators, keyboards, telephone, computer and other office equipment in the course of normal workday.

• Utilizes cleaning supplies and equipment (mop, broom, etc.) and related chemical materials.

• Complies with and ensures compliance with Company grooming standards and dress code, including safety shoes, gloves, aprons and head coverings, etc.

Work Environment:

Most work is performed in a temperature controlled store environment. Requires some exposure to varying weather conditions for performance of outdoor duties. Will be exposed to traffic in parking lots, maneuvering shopping carts and varying degrees of traction on indoor and outdoor surfaces during inclement weather. Frequent exposure to and handling of hot and cold product.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of personnel so classified