Customer Service Associate

Team Leader

The Team Leader is responsible for the complete operations of the store while on duty and acting as the Person in Charge unless a more senior level manager is present. This position will make appropriate recommendations to the store management team regarding any store concern or opportunity. The Team Leader will assist store management in customer service, product availability, execution of food service programs, safety, shift management, and vendor care. The Team Leader will work in support of the store management team to ensure customer satisfaction (including store conditions), maximize sales, cost controls, and achieve established goals.

Essential Functions

Customer Service & Sales

• Ensures every customer receives outstanding service by providing a friendly environment (greeting and acknowledging customers, maintaining outstanding standards, product knowledge, and all other components of customer service).
• Coach and support team members in delivering consistent, friendly, and knowledgeable service to every customer.
• Develop knowledge and awareness of current products, marketing programs, promotions, strategies, and initiatives; educate all retail team members.

Operations & Compliance

• Oversee the full scope of shift operations as the Person in Charge (when more senior lead is not present), coordinating team responsibilities and addressing operational needs in real time.
• Perform shift operational tasks including POS transactions, vendor check-in, and adherence to cash control standards.
• Oversee and hold team members (and self) accountable for compliance with policies, procedures, and safety requirements. (people, safety, assets, cash, etc.)
• Consistently follow all safety and security procedures to protect team members, customers, and company assets.
• Serve as a Certified Trainer by onboarding and training team members, providing regular feedback and coaching to ensure consistent execution of operational standards.

Food & Beverage Execution

• Ensure the 24/7 execution of all food service and beverage programs: including proper ordering, production planning, product handling and appearance.
• Maintain and drive high standards and expectations around food quality, food safety, merchandising, customer service, speed of service, and store cleanliness.

Store Appearance & Maintenance

• Complete all store side work (i.e., cleaning, dusting, sweeping, mopping, emptying trash, etc.)
• Maintain a clean and organized work area to ensure safe working conditions
• Oversee equipment and facility upkeep by promptly reporting maintenance issues or hazards to the appropriate channels.

Additional Responsibilities

• Demonstrate accountability by completing assigned tasks with attention to detail.
• Follow Royal Farms safety, security, and operational procedures as outlined in SOPs and training materials.
• Uphold the mission, core values, and brand standards of the company by ensuring all practices reflect integrity, accountability, and operational excellence.
• Performs other projects/duties as assigned.

Supervisory Responsibilities

• Supervises all store employees in the absence of a more senior leader.

Qualifications

Required

• Must be at least 18 years old.
• Must have a high school diploma or GED.
• Must possess strong written, verbal, and interpersonal communication skills.
• Must possess strong supervisory and organizational skills.
• Demonstrated strong leadership skills.
• Demonstrated ability to encourage, inspire, and develop team members.

Preferred

• Minimum of 1 year of food service or retail management experience.
• Internal candidates should be employed for at least 90 days.
• A current ANSI-approved Food Safety Manager Certification.
• Basic business math, accounting, computer, analytical, and decision-making skills.

Success Factors

• Team Leadership: Demonstrates the ability to lead by example, motivate team members, and maintain a positive and productive work environment.
• Operational Excellence: Consistently ensures adherence to company standards in food safety, cleanliness, customer service, and compliance with all policies and procedures.
• Accountability: Takes ownership of individual responsibilities while holding team members accountable for performance, compliance, and adherence to company standards; provides constructive feedback and follows through on commitments.

Work Requirements

• Must be able to stand, walk, bend, reach, and lift up to 50lbs throughout the shift.
• Must be able to perform repetitive physical tasks such as squatting, stooping, and crouching.
• Must be available to primarily work second/third shift, weekends, and holidays based on business needs.
• Must be flexible with the work schedule to assist with the changing needs of the business.
• Must be or become Food Safety Certified within required timeframes and maintain certification thereafter.
• Must successfully complete the required leadership classroom training curriculum at the designated training center in Baltimore, MD or Laurel, DE.
• Must wear slip-resistant shoes while on duty.
• Must maintain reliable transportation and consistent, on-time attendance.

Pay Range USD $16.00 - USD $18.00 /Hr.