FT Customer Service Leader

Retail Operations

Food Lion has been providing an easy, fresh and affordable shopping experience to the communities we serve since 1957. Today, our 82,000 associates serve more than 10 million customers a week across 10 Southeastern and Mid-Atlantic states.

PRIMARY PURPOSE

To provide fast, easy, flexible and friendly service to our customers through the achievement of Food Lion customer service standards. Responsible for assisting the Customer Service Manager and the Assistant Customer Service Manager in maintaining standards according to Front End Standard Practice Manual, maximizing sales through excellent customer service.

DUTIES AND RESPONSIBILITIES

Smile and provide prompt, accurate and friendly service while engaging customers to create a positive shopping experience

Greet each customer and uses his or her name whenever possible

Avoid personal conversations with other associates when customers are present

Ensure store office functions are completed accurately and on time using accounting packets; communicates all cash variances to the Assistant Customer Service Manager

Maintain knowledge of office procedures including cash reports, register checkups, deposits, Western Union, money orders and Coinstar

Ensure work station and front end area of the store has a neat and clean presentation

Maintains proper knowledge of all sales associate register functions and Front End accounting services

Report any register malfunction to the Customer Service Manager or, in the absence of the MOD, place service calls in an efficient manner

Ensure the MVP savings center KIOSK is filled with paper and properly working

Performs the task of sales associate when scheduled or as needed per the surge plan guidelines

Performs the task of the customer lead as needed to ensure service standards are maintained

Maintain alertness and calls for assistance when needed to service customers per service standards

Is courteous and helpful to other associates

Wear the Food Lion uniform, complete with name badge, when on duty, has a neat and clean appearance while adhering to the Food Lion dress code

Adhere to all company guidelines, policies and standard practices

Observe and correct all unsafe conditions that could cause associate or customer accidents

Notify QA of any cleaning issues or maintenance required on front end

Successfully complete computer based training (CBT) and training aid courses

Perform all other duties as assigned

QUALIFICATIONS

High school graduate or equivalent preferred

Effective communication and customer service skills

Ability and willingness to learn multiple tasks and technical requirements of the job

Ability to perform the technical requirements of cashier and service center

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

Perform repetitive hand and arm motions

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

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

BOTTLES where applicable: Move empty bottles and containers from the front end to the back room

Food Lion provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions) national origin, age, disability, sexual orientation, veteran status, gender identity or gender expression or any other characteristic protected by law.