FT Assistant Manager Customer Service

Job Title: Assistant Customer Service Manager


Success Factors Job Code: 1300368

Department: Front End

Reports To: Customer Service Manager

Primary Purpose:

Manage customer service on the Front End. Operate the Front End according to front end standard practice and in compliance with policies, security measures and regulations. Achieve business goals while fostering an environment that produces high levels of customer satisfaction and associate moral. Maximize sales by providing extraordinary customer service and minimize shrink through proper utilization of standard practices.

Duties and Responsibilities:

• In the absence of the Customer Service Manager, supervise the performance of all duties and responsibilities of all Front End Associates
• Manage the Front End during designated hours a minimum of three days a week per standard practice guidelines
• Maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast and easy customer service
• Serve as a model for customer service and instills this value in all associates
• Manage and achieve Food Lion service standards as delegated by the Customer Service Manager
• Maintain an efficient and productive Front End operation
• Support the achievement of budgeted financial and operating results for the Front End
• Ensure Front End schedules are written to provide extraordinary customer service at all times per standard practice guidelines
• Understand and follow all company, Front End, Food Safety and Workplace Safety standard practice and policies
• Ensure that all advertising and sales promotion materials applicable to the Front End are properly utilized
• Observe and correct all unsafe conditions that could cause associate or customer accidents
• Report all associate and customer accidents in accordance with established Food Lion procedures to the Manager on Duty
• Monitor shrink and ensure that inventory and moneys are accounted for; provide coaching for associates to recognize and prevent losses
• Ensure compliance with local, state and federal regulations
• Provide recognition of accomplishments and offer coaching when necessary
• Train and develop Office Assistants and Cashiers
• Ensure office functions are completed accurately and on time
• Communicate all cash variances to the Customer Service Manager
• Research over/short discrepancies as reported by the Food Lion Customer Support Center on the weekly over/short report, report updated information or variances to the Customer Service Manager/Store Manager and Store Sales Accounting if necessary
• Ensure Front End associates operate registers and serve customers in accordance with established policies and procedures
• Maintain proper knowledge of all sales associate register functions and Front End accounting services which include all Office Assistant functions
• In the absence of the Customer Service Manager, maintain Front End equipment and place service calls in an efficient manner
• Successfully complete Computer Based Training (CBT) and Training Aid courses
• Perform all other duties and projects as assigned

Qualifications:

• A high school graduate or equivalent preferred
• Excellent interpersonal, organizational, communication and customer service skills
• Must be able to perform the job duties and responsibilities of Office Assistant
• Good understanding of store operations preferred
• Ability and willingness to learn multiple tasks and technical requirements of the job
• Ability to use technical information to solve problems
• Ability to lead and direct others
• Must meet minimum age requirements to perform specific job functions
• Must be able to meet the physical requirements of the position, with or without reasonable accommodations

Physical Requirements:

• Ability to use computers and other communication systems required to perform job functions
• Ability to push or pull up to 2000 pounds using a pallet jack
• Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. on occasion
• Pull or push up to 75 lbs. on occasion
• Stand 100% of the time, frequently walking short distances
• Be able to handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers and household cleaners
• Perform repetitive hand and arm motions
• Use hands to frequently/continuously handle currency (paper and coin) as well as operate a variety of equipment such as cash register, lottery machine (where applicable), scanner, computer, and calculator
• Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level
• Meet established volume activity standards for the position
• Tolerate working in extreme hot/cold temperatures for up to 20 minutes at a time
• Have sufficient visual ability to check ID cards, checks, invoices and other written documents

08/24/2021: Change in job code from 403 to SF job code 1300368

Job Title: Assistant Customer Service Manager


Success Factors Job Code: 1300368

Department: Front End

Reports To: Customer Service Manager

Primary Purpose:

Manage customer service on the Front End. Operate the Front End according to front end standard practice and in compliance with policies, security measures and regulations. Achieve business goals while fostering an environment that produces high levels of customer satisfaction and associate moral. Maximize sales by providing extraordinary customer service and minimize shrink through proper utilization of standard practices.

Duties and Responsibilities:

• In the absence of the Customer Service Manager, supervise the performance of all duties and responsibilities of all Front End Associates
• Manage the Front End during designated hours a minimum of three days a week per standard practice guidelines
• Maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast and easy customer service
• Serve as a model for customer service and instills this value in all associates
• Manage and achieve Food Lion service standards as delegated by the Customer Service Manager
• Maintain an efficient and productive Front End operation
• Support the achievement of budgeted financial and operating results for the Front End
• Ensure Front End schedules are written to provide extraordinary customer service at all times per standard practice guidelines
• Understand and follow all company, Front End, Food Safety and Workplace Safety standard practice and policies
• Ensure that all advertising and sales promotion materials applicable to the Front End are properly utilized
• Observe and correct all unsafe conditions that could cause associate or customer accidents
• Report all associate and customer accidents in accordance with established Food Lion procedures to the Manager on Duty
• Monitor shrink and ensure that inventory and moneys are accounted for; provide coaching for associates to recognize and prevent losses
• Ensure compliance with local, state and federal regulations
• Provide recognition of accomplishments and offer coaching when necessary
• Train and develop Office Assistants and Cashiers
• Ensure office functions are completed accurately and on time
• Communicate all cash variances to the Customer Service Manager
• Research over/short discrepancies as reported by the Food Lion Customer Support Center on the weekly over/short report, report updated information or variances to the Customer Service Manager/Store Manager and Store Sales Accounting if necessary
• Ensure Front End associates operate registers and serve customers in accordance with established policies and procedures
• Maintain proper knowledge of all sales associate register functions and Front End accounting services which include all Office Assistant functions
• In the absence of the Customer Service Manager, maintain Front End equipment and place service calls in an efficient manner
• Successfully complete Computer Based Training (CBT) and Training Aid courses
• Perform all other duties and projects as assigned

Qualifications:

• A high school graduate or equivalent preferred
• Excellent interpersonal, organizational, communication and customer service skills
• Must be able to perform the job duties and responsibilities of Office Assistant
• Good understanding of store operations preferred
• Ability and willingness to learn multiple tasks and technical requirements of the job
• Ability to use technical information to solve problems
• Ability to lead and direct others
• Must meet minimum age requirements to perform specific job functions
• Must be able to meet the physical requirements of the position, with or without reasonable accommodations

Physical Requirements:

• Ability to use computers and other communication systems required to perform job functions
• Ability to push or pull up to 2000 pounds using a pallet jack
• Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. on occasion
• Pull or push up to 75 lbs. on occasion
• Stand 100% of the time, frequently walking short distances
• Be able to handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers and household cleaners
• Perform repetitive hand and arm motions
• Use hands to frequently/continuously handle currency (paper and coin) as well as operate a variety of equipment such as cash register, lottery machine (where applicable), scanner, computer, and calculator
• Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level
• Meet established volume activity standards for the position
• Tolerate working in extreme hot/cold temperatures for up to 20 minutes at a time
• Have sufficient visual ability to check ID cards, checks, invoices and other written documents

08/24/2021: Change in job code from 403 to SF job code 1300368