Head of Ecommerce Customer Service

Job Title: Service Manager

Department: Grocery

Provides prompt, efficient and friendly customer service, and ensures that customer’s 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

Generates a friendly atmosphere by encouraging employees to greet and speak to customers; providing prompt, courteous, and efficient service to customers and sets a good example.

Provides 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.

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

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

Assists customers by: (examples include)

making note of and passing along customer suggestions or requests

Answers the telephone promptly and provides friendly, helpful service to customers who call.

Supervises and coordinates activities of employees in all areas of the store (in Department Managers absence) or performs the work necessary at all job levels.

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

Ensures proper customer service throughout the store and addresses specific customer issues.

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

Trains and enforces safety procedures to provide a safe and healthy work environment for employees and customers and fills out customer accident forms.

Compiles, stores, retrieves, and understands managerial data (i.e. sales, inventory reports, ad and display projections/actuals, etc.)

Orders merchandise (new product, promotional, seasonal, or to replenish merchandise on hand), verifies delivery of merchandise, ensures quality, compares record with merchandise ordered, and reports discrepancies.

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

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

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

Confers with employees and assists in solving problems affecting job performance and of established policies and procedures.

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

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

Adheres to company policies and individual store guidelines.

competition, new products, equipment, merchandising techniques).

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

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

Handles cash registers.

Reviews personnel records to ensure completeness, accuracy, and timeliness and understands the basics of the payroll system.

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

Performs 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: 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, fork lift, 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.

The anticipated hourly starting wage for this position is $16.50 to $20.60 depending on experience.