Customer Service Manager

Job Title: Customer Service Manager

Department: Front End Reports To: Store Manager

Primary Purpose:
Support the management and duties of store operations to meet financial and sales goals. Build associate and customer relations and promote a strong culture in support of Food Lion Strategy. Maintain solid communications with the management team, all associates in the store and throughout the organization.

Duties and Responsibilities:
· Manage the Front End, including hiring, training, and developing associates

· Supervise the performance of all duties and responsibilities of department associates; provide ongoing performance management training and conduct timely formal performance appraisals for direct reports

· Provide leadership and motivation within the store to promote a culture reflective of our Guiding Principles, Core Values, Vision and Strategy

· Support the achievement of budgeted financial and operating results

· Smile and maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast, easy, flexible and friendly customer service all while creating a positive shopping experience for customers

· Role model outstanding, friendly customer service and use skills and knowledge to offer solutions that meet or exceed customers’ expectations

· Control store expenses through proper ordering, care for supplies and equipment

· Understand and use company tools such as; financial reports, average cost inventory system (ACIS), scheduling, productivity, ordering (CAO), and business information systems

· Perform duties that ensure department appearance, quality, variety, workplace safety, food safety and department sanitation are consistently maintained

· Ensure Front End schedules are written to provide extraordinary customer service at all times

· Maintain all register and Front End equipment and place service calls in an efficient manner which doesn’t stall the execution of delivering a fast and easy check out experience

· Ensure all Front End cashiers review the weekly sales flyer and understands where to find key items and communicates unanticipated out of stock conditions

· Monitor shrink and ensure that inventory is accounted for; provide coaching for associates to recognize and prevent losses

· Ensure proper control of all store funds and company assets

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

· Record and report 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

· Provide recognition of accomplishments and offers constructive counseling when necessary as it relates to achieving customer satisfaction and service while building store sales

· Performs all other duties as assigned

Qualifications:
· A high school graduate or equivalent preferred

· Ability to lead and manage a team

· Strong understanding of store operations and merchandising techniques preferred

· Excellent interpersonal, organizational, communication and customer service skills

· Demonstrated good judgment solving problems, making decisions, handling complaints, arbitrating disputes and resolving grievances

· 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

· Must be able to meet the physical requirements of the position, with or without reasonable accommodations

· Must be accredited by the National Registry of Food Safety Professionals or similar accrediting organization as a “Certified Food Safety Manager” or will be required to attend company provided training and have the ability to achieve accreditation within the first 90 days of employment; Accreditation must be maintained while employed in a position requiring accreditation

Physical Requirements:
· Ability to use computers and other communication systems required to perform job functions

· Ability to use hand held computers for orders, mark downs, scan outs, and inventory

· Stand 100% of the time, frequently walking short distances

· Ability to push or pull 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

· Have sufficient visual ability to check invoices, dates, and other written documents

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• Weekend availability

Work Location: One location