Front End Manager

Front End Manager Job Description

To ensure friendly, fast, accurate customer service, accurate cash handling, a clean store, store security, day to day communications and trainings, while meeting department goals for labor expense and cash accountability.

Status: Reports to Store Manager.

Supervises Front End Supervisors, Front End Team Members, Cleaners and as designated Managers On Duty.

Pay Level: Salaried I

Responsibilities:

1.) Customer Service

- Treat people fairly, consistently, and with respect so that they are given a reason to return.

- Ensure efficient, informative, and friendly service from all front-end staff according to established customer service vision and standards.

- Ensure that all front-end staff receive proper training including Customer Service Training and Natural Foods Training.

- Ensure efficient front end systems including flow of customers through register

- Provide product information and educational materials to customers and staff.

- Exceed customer expectations when resolving customer complaints.

- Maintain an organized, fully stocked, functioning customer service desk

- Ensure an easy and effective returns process and pass on pertinent information to Department Managers regarding questionable products.

- Ensure prompt phone answering and effective phone systems

- Ensure store music creates a pleasant shopping experience following established guidelines

2.) Cashier Department

- Ensure accuracy and security of all cash received through front end, by creating and upholding money-handling procedures, checking cashier deposit paperwork and giving feedback to cashiers on over/shorts.

- Coordinate daily cash deposits, armored truck services, and change orders for coin and cash

- Train cashiers in register emergencies including shoplifters, robberies, and quick-change artists.

- Schedule coverage of cashier shifts.

- Ensure proper functioning of register system with prompt repairs, necessary programming changes, and up to date codebook.

- Develop and maintain cashier training system. Maintain and update cashier training manual.

- Order adequate levels of cashier supplies (register tape, sacks, deposit bags, etc.) to never be out of stock.

- Ensure cashiers are aware of price changes, specials, and all changes in store policies and procedures affecting cashiering.

- Develop & coordinate tasks and projects for cashiers when there are no customers to check out.

3.) Manager On Duty

- Work regular MOD shifts, and/or cover designated MOD shifts. (see MOD job description.)

- May supervise MODs as designated by Store Manager

4.) Physical Plant Maintenance

- Develop and maintain standards for cleanliness and organization of register area and common areas: customer and employee bathrooms, maintenance area, floors, break room and offices.

- Supervise cleaners in maintaining store and grounds in clean, orderly condition (gardening, shoveling, watering, parking lot and sidewalk maintenance.)

- Coordinate major store cleaning with department heads.

- Ensure purchase and maintenance of adequate cleaning supplies and equipment (floor machine, vacuum)

- Maintain list of repair and maintenance services for staff to call in their absence.

- Delegate small repair and maintenance tasks to staff as needed.

5.) Personnel Management

- Submit staffing needs to Store Manager and hire qualified applicants

- Schedule hours for front end department within Sales Per Labor Hour budget and in keeping with minor laws.

- Coordinate scheduling of Retail Team with Produce and Grocery Manager to ensure adequate floor coverage.

- Ensure department staff are well-trained and informed of all need-to-know information.

- Ensure department staff adhere to policy expectations.

- Take disciplinary action as needed following established policies.

- Conduct performance evaluations. Recommend pay raises within department payroll allocation and wage scale.

- Manage breakroom and ensure adequate supplies on hand for break experience.

- Prepare payroll for department weekly before the deadline.

6.) General Management

- Review financial reports of department performance and take corrective action as needed.

- Attend Ops Team meetings and all-staff meetings.

- Answer and route phone calls, take and route messages as needed.

- Willingness and ability to grow to meet the changing requirements of the job

Requirements

Qualifications

- Supervision experience- - hiring, training, evaluating

- Experience developing systems and procedures

- Experience serving the public

- Ability to handle multiple demands

- Calmness under pressure

- Ability to project an outgoing, friendly personality

- Communications skills: good listening, clear instructions

- Familiarity with natural foods

- Attention to detail, accuracy

- Regular, predictable attendance

- Willingness to work at Saturday, Sunday and up to 5 morning or night shifts as demands

- Work Holidays

- Willingness and ability to grow to meet the changing requirements of the job