Head of Ecommerce Customer Service

Service Manager
Department: Grocery

Provides prompt, efficient, and friendly customer service, and ensures customer needs are met. Partnerships

Customer focused

Accountable and reports to: District Store Director; Store Manager; Assistant Managers of HWH, Perishables, Store Operations and eCommerce.

Positions that report to you: All positions except those listed above or designated by the Store Director.

Generate a friendly atmosphere by encouraging employees to greet and speak to customers; provide prompt, courteous, and efficient service to customers and set a good example.

Provide prompt, efficient, and friendly customer service by exhibiting caring, concern and patience in all customer interactions and treating customers as the most important people in the store.

Smile and greet customers in a friendly manner, whether the encounter takes place in the employee’s designated department or elsewhere in the store.

Make an effort to learn customers’ names and to address them by name whenever possible.

Assist customers (examples include):

Making note of and passing along customer suggestions or requests.

Answer the telephone promptly and provide friendly, helpful service to customers who call.

Supervise and coordinate activities of employees in all areas of the store (in Department Manager’s absence) or perform the work necessary at all job levels.

Learn to formulate pricing philosophies or merchandise, following guidelines established by the Store Director.

Ensure proper customer service throughout the store and address specific customer issues.

Evaluate employee performance to recommend personnel actions in their respective area such as promotion, transfer, or dismissal.

Train and enforce safety procedures to provide a safe and healthy work environment for employees and customers and fill out customer accident forms.

Compile, store, retrieve, and understand managerial data (e.g., sales, inventory reports, ad and display projections/actuals, etc.).

Order merchandise (new product, promotional, seasonal, or to replenish merchandise on hand), verify delivery of merchandise, ensure quality, compare records with merchandise ordered, and report discrepancies.

Train workers in store policies, department procedures, and job duties.

Ensure compliance of employees with established policy/law, security, sales, and record keeping procedures and practices.

Determine location of ad and promotional displays, ensure product quality and quantities to meet customer and store demands and profitability.

Confere with employees and assist in solving problems affecting job performance and established policies and procedures.

Explain store services to potential personal and business account customers to generate additional business for the store.

Maintain strict adherence to department and company guidelines related to personal hygiene and dress.

Adhere to company policies and individual store guidelines.

competition, new products, equipment, merchandising techniques).

Provide continuous education for existing store employees regarding new and updated company and store policies, procedures, and job duties.

Sell merchandise to company employees, customers or issue merchandise upon requisition by authorized personnel (inter-store transfers).

Handle cash registers.

Review personnel records to ensure completeness, accuracy, and timeliness and understand the basics of the payroll system.

Recommend additions, deletions and shelf allocation of merchandise to be sold in any department.

Perform other job-related duties and special projects as required.

Two years or more of similar or related work experience preferred.

Instructing, assigning work, reviewing work, planning the work of others, maintaining standards, allocating personnel, and coordinating the activities of others.

Visual requirements include vision from less than 20 inches to more than 20 feet with or without correction, depth perception, color vision, and field of vision.

Must be able to perform the following physical activities: climbing, balancing, stooping, kneeling, reaching, standing, walking, pulling, lifting, grasping, feeling, talking, hearing, and repetitive motions.

There are possible equipment movement hazards; electrical shock, and exposure to chemicals and solvents. Equipment Used to Perform Job
Pallet jack, box cutter, cash registers, knives, trash compactor, cardboard baler, forklift, computer, calculator, telephone, fax machine, two wheeler, register computer, ordering machine, use of limited power equipment, delivery vehicle, Western Union, Hunting/Fishing license computer, and money order machine.

Financial Responsibility
Authorized to purchase merchandise and supplies and order repairs on equipment.

Has daily contact with customers, employees, suppliers/vendors, and the general public. Occasional contact with federal or state regulatory agencies regarding inspections.

Has access to confidential information which may include pricing, sales reports, profit and loss reports, and wages.