Shift Lead: Store Operations & Customer Experience

Purpose The Shift Lead directs the daily activities of store team members in the absence of the Store Manager and Assistant Store Managers during assigned shifts. The Shift Lead is responsible for store operations by opening and closing the store when scheduled, protecting store property and funds, and monitoring employee performance during assigned shifts. The Shift Lead assists the store management team in maintaining store conditions, quality, safety, security, and sanitation programs. The Shift Lead is responsible for excellent customer service. They accomplish all job duties in accordance with company policies and procedures. When a Store Manager or Assistant Store Manager is present, the employee performs the duties as outlined in their primary job description. Responsibilities Responsible for opening and closing the store according to established procedures Directs and monitors the day-to-day activities of full time/part time store team members in all departments. Communicates with customers in a friendly and courteous manner Resolves customer complaints, including exchanges and refunds Documents complaints and takes follow-up steps to correct the source of the complaint Conducts front end administrative procedures, including cash counting, till preparation, cash drops, cash pick-ups, verification of cash tills, and sale of/return of gift cards Completes electronic store reports and reports results to Store Manager Performs cashier and stocking duties when necessary Escalates employee issues, such as disciplinary actions, cash discrepancies, attendance, performance, and significant customer complaints to Store Manager or District Manager Responds promptly to vendors, including receiving loads / deliveries Stocks inventory within all departments including filling and culling produce, filling meat and checking dates as needed, filling milk and eggs Ensures the store is operating in compliance with company standards for health and safety Handles emergency management, such as evacuation procedures, appropriately Protects company property, funds and merchandise Ensures that loss prevention procedures are followed daily Responsible for store sanitation, cleaning throughout the shift Serves as first contact for media and regulatory visitors and refers contact to Store Manager May participate in the panel interviewing process, but does not have authority to make hiring decisions Performs other duties, including working in other departments, as assigned About You Must be 18 years of age or older High School diploma or equivalent required Comprehensive product knowledge and the ability to train other team members Previous training / supervisory experience a plus Company work history will be strongly considered, including attendance, work performance, safety, policy compliance and performance management Proficiency in basic math skills required, including addition, subtraction, multiplication and division Must be able to read, write and speak in English Demonstrate effective oral and written communication, interpersonal skills Language proficiency in Spanish or other languages is a plus Must be dependable and flexible Ability to travel to multiple work locations Excellent customer service, teamwork and problem-solving skills Must adhere to uniform dress code Physical Requirements Requires the ability to reach, bend, balance, lift and transport various objects weighing 20-50 lbs repeatedly throughout the shift; at times, product weight may reach 50-80 lbs Must have the ability to stand, walk and / or move about for extended periods of time Requires the ability to push, pull, grasp, twist and use sawing motions for extended periods of time Regularly works in freezers, coolers, refrigerators, inside and outside of the store in all weather conditions and inside delivery trucks Competencies Collaborates: Works cooperatively to achieve shared goals Action Oriented: Takes initiative to meet objectives Drives Results: Pushes self to achieve goals and results Communicates Effectively : Delivers clear messages and adapts communication to different situations and people

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