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Customer Service Mgr

Responsibilities:

  • Execute the company vision and expectations through example, management andmeasurement of performance of department team members.
  • Perform manager on duty (MOD) duties when assigned; ensure the entire store team is productive and the total store meets standards.
  • Empower teams to deliver a great shopping experience.
  • Ensure the total store team is delivering an exceptional customer experience.
  • Demonstrate and role model exceptional customer service exceeding customer expectations; ensure team members greet, assist, provide efficient service and thank customers in a prompt, courteous, friendly and business-like manner in order to promote the company image as a service-oriented operation.
  • Recruit, interview and hire the best-qualified applicants through pro-active and consistent recruitment techniques, within company established compensation guidelines; ensure new team members receive proper orientation and training.
  • Manage, develop, evaluate and retain a team of direct and indirect reports in accordance with company policies and procedures.
  • Conduct orientation sessions to support the delivery of operational information, job-specific requirements, performance standards, human resources programs and policies,as well as pertinent safety program guidelines for new team members.
  • Oversee and ensure prompt, efficient and accurate check-out of customers.
  • Address customer issues/complaints and resolve to full satisfaction of customer, within company guidelines while maintaining composure and professionalism.
  • Manage inventory, in-stock position, merchandising, labor, security, expense control and other operational processes to company standards.
  • Ensure the front end, exterior and parking lot is well maintained and meets or exceeds company standards for appearance.
  • Ensure company standards for pricing integrity are maintained, including shelf labels and signs are correct and maintained in all departments including price changes, advertised items, etc.
  • Ensure company standards for safety, proper food handling practices, sanitation and productivity are maintained.
  • Ensure adherence to alcohol and tobacco products sales-to-minors, anti-money laundering policy, WIC and other federal and state regulated activities/programs.
  • Evaluate department conditions and operations to determine strengths and areas for improvement; reinforce strengths while developing and implementing improved practices and procedures.
  • Manage operations and security of company assets including all cash office procedures.
  • Understand, implement and manage the utilization of self-checkout registers (where applicable).
  • Develop and maintain a positive image in the community by participating and partnering in community events.
  • Attend and participate in weekly meetings to discuss departments progress, financial results, recommendations and training enhancements.
  • Staff and schedule department team members within staffing plan and budget.
  • Ensure adherence to wage and hour policies and regulations.
  • Ensure all policies and programs are communicated and executed in a positive and timely manner.
  • Perform other job-related duties as assigned.


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