FT Food Lion To Go Lead

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Job Title: Food Lion To-Go Lead

Success Factors Job Code: 1300491

Department: Front End

Reports To: Customer Service Manager

Primary Purpose:

Responsible for Click and Collect operations, making decisions which impact Food Lion To-Go associates and the level of service offered to our customers. Act as a customer service ambassador in all departments to achieve business goals while fostering an environment that produces high levels of customer satisfaction and associate morale.

Duties and Responsibilities:

• Lead all Food Lion To-Go operations, including training, coaching, associate development, and support with department staffing
• Maintain effective iPhone schedules to meet business traffic requirements of on-line orders to minimize customer inconvenience
• Providing leadership and motivation to promote a culture reflective of our Guiding Principles, Core Values, Vision and Strategy
• Support the achievement of budgeted financial and operating results, including To-Go KPIs
• Proactively partner with department managers to ensure fresh orders, particularly those with out of stocks are handled properly
• Ensure return-to-stock items are handled in a prompt and orderly manner with the most immediate attention given to refrigerated and perishable items
• Smile and maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast, easy, and friendly customer service and use skills and knowledge to offer solutions that meet or exceed customers' expectations.
• Role model outstanding, friendly customer service and use skills and knowledge of department products to offer solutions that meet or exceed customers' expectations
• Controls store's expenses through proper ordering, care for supplies and equipment
• Perform duties that ensure department appearance, quality, variety, workplace safety, food safety and department sanitation are consistently maintained
• Has a complete understanding of iPhone scheduling, interviewing, hiring, training, company information, and all other items deemed necessary to manage the Click and Collect operations
• Observes and corrects all unsafe conditions that could cause associate or customer accidents
• Reports all associate and customer accidents in accordance with established Food Lion procedures
• Ensures compliance with local, state and federal regulations
• Adheres to all company guidelines, policies and standard practices
• Maintains security standards
• Successfully complete Computer Based Training (CBT), Training Packet and Training Aid courses
• Provides feedback to Customer Service Manager on any To-Go operational or performance issues
• Provides recognition of accomplishments and offers constructive counseling when necessary as it relates to achieving customer satisfaction and service while building store sales
• Follow proper troubleshooting guidelines to resolve technical concerns and escalate opportunities to Customer Service Manager or Manager on Duty when systems are negatively impacted
• Support Front End during downtime
• Must be able to meet the physical requirements of the position, with or without reasonable accommodations
• Demonstrate a drive to grow sales in the Food Lion To-Go department through customer experiences and educating associates and customers on Food Lion To-Go
• Performs all other duties as assigned

Qualifications:

• A high school graduate or equivalent preferred
• Ability to lead and manage a team
• Excellent interpersonal, organizational, communication and customer service skills
• Ability and willingness to learn multiple tasks and technical requirements of the job
• Ability to use technical information to solve problems
• Must meet minimum age requirements to perform specific job functions

Physical Requirements:

• Ability to use computers, smart devices, and other communication systems required to perform job functions
• Stand 100% of the time with occasional walking short distances
• Ability to push or pull up 75 pounds on occasion and up to 2000 pounds using a pallet jack or float
• Perform repetitive hand and arm motions
• Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and approximately 100 lbs. on occasion
• Be able to handle a variety of substances associated with cleaning and packaging materials, and household cleaners
• 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, including inclement weather
• Have sufficient visual ability to check ID cards.

08/24/2021: Change in job code from 491 to SF job code 1300491