What are the responsibilities and job description for the Customer Service Manager position at IGA?
Overview
Ensure consistent and memorable customer experiences through the superior show quality and customer service by training and demonstrating the four priorities (Safety, Friendliness, Show and Efficiency), evaluating, and coaching employees responsible for applying them. Supervise and perform all functions related to sales related assets.
Responsibilities
Observe, evaluate, and coach employees to deliver friendly, superior customer service which focuses on show.
Maintain measurement plans and reports to evaluate employee, financial and operational effectiveness.
Conduct training needs assessments to identify performance gaps and provide necessary coaching and feedback.
Deliver on-the-job training (OJT) programs and materials.
Drive measurement based continuous improvement of OJT.
Select, train and develop Customer Service Leaders.
Assess the Friendliness and Show aspects of each department, identifying performance gaps and other training needs. Provide feedback and partner with the store management team to deliver solutions.
Manage training activities (OJT, online, etc.) and assess the support needed to drive organizational effectiveness. Provide feedback and partner with the store management team to deliver solutions.
Manage the hiring processes including sourcing and candidate management. Work with the store management team to ensure interviewing, onboarding and training processes follow established guidelines.
Complete, review, and maintain all training documentation including OJT, new hire and performance documentation.
Works with Store Manager to ensure that a schedule is written to provide the desired level of customer service within established labor guides.
Process customer orders, including performing functions of cashiers or customer service clerks.
Perform customer service desk functions as needed.
Ensure that an accurate daily cash count is completed.
Ensure bank deposits are completed daily according to policy.
Monitor and analyze audits according to company guidelines.
Monitor and enforce all Front End policies related to Asset Protection and Shrink Control.
Ensure the security of the office and store funds.
Maintain supplies needed for Front End according to budget.
Qualifications
1. Strong communication and partnering skills. 2. Knowledge and application of operations within a retail environment. 3. Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job. 4. Knowledge and application of the principles of differentiated learning. 5. Leadership experience with direct reports. 6. Ability to read and understand information and direction. 7. Ability to work well with others. 8. Ability to lift 25 lbs. occasionally and 15 lbs. constantly. 9. Must be at least 18 years old. 10. Ability to stand for extended periods of time. 11. Demonstrate successful use of math skills. 12. Ability to work well with computers. 13. Knowledge of Front End operations. 14. Ability to work shifts during peak times (such as 10-7) at least 3-4 days per week.
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