Express Lane Supervisor

SUMMARY.

Primary
responsibility is to Take Excellent Care Of Our Customers by satisfying each
customer's needs, exceeding their expectations, and making every shopping visit
a pleasant and satisfying experience. Supervises the ExpressLane program for
the store. Supervise all ExpressLane associates. During down times, the
ExpressLane Supervisor also performs the duties of Order Selector, bagger,
and/or cashier.

Customers are among Harris Teeter's most valuable
assets. Every associate represents Harris Teeter to our customers and the
public. The way associates perform their jobs presents an image of the entire
Company. Customers judge Harris Teeter by how they are treated each time they
have contact with an associate. Therefore, one of the top business priorities is
to assist any customer or potential customer. Nothing is more important than
being courteous, friendly, helpful, and prompt in the attention given to
customers.

Harris Teeter will provide training to all
associates who have extensive customer contact. If a customer wishes to make a
specific comment or complaint that you cannot resolve, direct that person to
department management or the manager-on-duty for appropriate action. Remember
that all contacts with the public in person, over the telephone, and through
any communication reflect not only on an individual associate but on Harris
Teeter as a whole. Positive customer relations will not only enhance the
public's image of Harris Teeter, but also pay off in greater customer loyalty
and increased sales and profit.

ESSENTIAL
FUNCTIONS AND RESPONSIBILITIES

include the
following. Other duties may be assigned.

CUSTOMER
SERVICE

• Your job performance is required to
  demonstrate the highest level of customer service. Never be rude to a customer
  under any circumstance.
• Follow through on customer
  requests. If you cannot say "yes" to a
  customer's request, contact the manager-on-duty.
• Your full focus is required to be on
  the customer and bagging their order.
  You are required to:
• Make eye contact with and smile at
  every customer.
• Speak to customers in a genuine, clear,
  and enthusiastic manner.
• Greet every customer and accompanying
  family members [especially children].
• Always tell customer "thank you for
  shopping with us today" Maintain adequate work area; Download internet
  orders; Shop internet orders following all policies and procedures; Operate
  Point of Sale Register; Bag orders; Stage orders; Load grocery orders; Complete
  all required paperwork; Communicate with customers; Communicate with store
  associates and Corporate Office; Attend store sales and service meetings
  reporting ExpressLane wait times, in-stock percentages, customer satisfaction
  including IVR comments and mobile feedback ratings; keep management aware of
  order cancellations. SUPERVISORY
  RESPONSIBILITIES. Interview and assist in hiring new associates. Train new home shopping
  associates and manage the Express Lane training process; Scheduling; Manage
  labor and communicate cross charged hours needs to store management;
  Communicate store level and corporate objectives; Handle customer issues and
  complaints. Use progressive discipline
  when necessary. Ensure procedures for
  proper substituting and minimum selection dates are followed. Reflect an
  appropriate business image to customers and visitors. How you dress, your
  grooming and personal cleanliness standards all contribute to that image and
  also to the morale of your fellow associates.
  During business hours or whenever representing Harris Teeter, you are
  expected to present a clean, neat, and tasteful appearance. You are required to
  always dress and groom yourself according to our Company policy that reflects
  accepted conservative norms. Be reliable
  and punctual by reporting for work on time and as scheduled. When you are
  absent or late, it places a burden on other associates and can impact
  productivity and service. In the rare instances when you cannot avoid being
  late or are unable to work as scheduled, notify your supervisor or
  Manager-on-duty two (2) hours in advance of your scheduled start time so that
  appropriate arrangements can be made. Communicate in English with customers and fellow
  associates regarding requests, current sales promotions, marketing campaigns,
  and essential products. When a customer asks where a product is located, take
  the customer to the product. Inform management of the lack of advertised items,
  incorrect prices, missing signs, departmental changes ,out of stocks and/or
  other situations as appropriate. Be knowledgeable of and perform fixed activities
  when business is light. (i.e. sweeping, cleaning, blocking, straightening,
  cleaning storage cabinets etc.) Understand the overall Customer Service Department
  operation. Adapt to various situations and adjust to shifting
  priorities. Be flexible and able to perform multiple tasks without showing
  signs of stress or irritability. Balance taking direction with taking initiative and
  demonstrate the flexibility required to accomplish the duties of the entire
  shift. Provide assistance to fellow associates to complete
  their daily tasks and other duties as assigned. Keep Our Stores Clean. Comply with Health
  Department requirements and follow Harris Teeter sanitation procedures. Clean
  restrooms and other areas as directed. Follow all safety regulations and help keep the
  store free of dangerous situations. Immediately inform store management of all
  accidents and/or safety hazards. Record accidents and safety hazards in the
  designated log. Ensure that chemicals are handled, mixed, and
  applied according to directions and in compliance to the Hazard Communication
  Program Manual. Establish a working and shopping environment of
  trust, respect, and integrity. Take Excellent Care Of Your Fellow Associates. Be a
  team player. Support and assist your fellow associates without complaint. Be
  open to new ideas and opportunities. Follow through with any special requests
  or recommendations from management. Comply with Company standards, policies, and
  procedures. Perform essential job functions throughout
  scheduled hours. COMPETENCIES . To perform
  the job successfully, an individual are required to demonstrate the following
  competencies:
• Adaptability - Adapts to changes in the
  work environment; Changes approach or method to best fit the situation; Able to
  deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is
  consistently at work and on time; Informs management at least 2 hours before
  shift begins when going to be late or absent from work.
• Customer Service – Provides exceptional
  customer service even in difficult or emotional customer situations; Responds
  promptly to customer needs; Solicits customer feedback to improve service;
  Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions,
  responds to management direction; Takes responsibility for own actions; Keeps
  commitments; Completes tasks on time or notifies appropriate person with an
  alternate plan.
• Diversity - Demonstrates knowledge of
  Company EEO policy; Shows respect and sensitivity for cultural differences;
  Promotes a harassment-free environment.
• Ethics - Treats people with respect;
  Keeps commitments; Inspires the trust of others; Works with integrity and
  ethically; Upholds Company values.
• Initiative - Volunteers readily;
  Undertakes self-development activities; Asks for and offers help when needed.
• Innovation - Generates suggestions for
  improving work; Presents ideas and information in a respectful manner.
• Interpersonal Skills – Is never rude;
  Listens to others without interrupting; Keeps emotions under control; Remains
  open to others' ideas and tries new things.
• Judgement - Exhibits sound and accurate
  judgment; Supports and explains reasoning for decisions; Includes appropriate
  people in decision-making process; Makes timely decisions.
• Motivation - Sets and achieves personal
  goals; Demonstrates persistence and overcomes obstacles; Measures self against
  standard of excellence.
• Oral Communication - Speaks English
  clearly and persuasively in positive, negative, and in emergency or other
  situations in which individuals must speak a common language to promote safety;
  Listens and gets clarification; Responds appropriately to questions;
  Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly
  and informatively in English; Presents numerical data effectively; Able to read
  and interpret English-written information.
• Organizational Support - Follows
  policies and procedures; Completes tasks correctly and on time.
• Planning/Organizing - Prioritizes work
  activities; Uses time efficiently.
• Problem Solving - Identifies and
  resolves concerns in a timely manner; Uses reason even when dealing with
  emotional topics.
• Professionalism - Approaches others in
  a tactful manner; Reacts well under pressure; Treats others with respect and
  consideration regardless of their status or position; Accepts responsibility
  for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and
  thoroughness; Looks for ways to improve and promote quality; Applies feedback
  to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity
  standards; Completes work in timely manner; Strives to increase productivity;
  Works quickly.
• Safety and Security - Observes safety
  and security procedures; Reports potentially unsafe conditions; Uses equipment
  and materials properly.
• Teamwork - Balances team and own
  responsibilities; Is open to others' views; Gives and welcomes feedback;
  Contributes to building a positive team spirit.
• Technical Skills - Assesses own
  strengths and weaknesses; Pursues training and development opportunities;
  Strives to build knowledge and skills; Shares job knowledge with others.

QUALIFICATIONS

. To perform this job successfully, an individual
must be able to perform each essential duty satisfactorily. The requirements
listed below are representative of the knowledge, skill, and/or ability
required. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.

Associates
must be at least 18 years of age and have a valid Driver's License

EDUCATION
AND/OR EXPERIENCE.

High school diploma or general
education degree (GED); 6 months experience in the ExpressLane department; or
one to three years related experience and/or training; or equivalent
combination of education and experience.

CERTIFICATES,
LICENSES, REGISTRATIONS

. Valid
Driver's License. Must be bondable.
Complete Company's training including but not limited to: new hire orientation,
customer service network, safety, bagger technical skills, cashier technical
skills, and product knowledge.

PERSONAL SKILLS

. Excellent communication and interpersonal skills. Willingness to
participate in and successfully complete required training and to work with the
team to increase customer satisfaction and sales.

LANGUAGE SKILLS.

Ability to read and comprehend simple instructions, short
correspondence, and memos [in English].
Ability to write simple correspondence [in English]. Ability to effectively present information in
one-on-one and small group situations to customers, clients, and other
associates of the organization who only speak English.

MATHEMATICAL SKILLS

. Ability to add and subtract two digit numbers and
to calculate a discount % amount. Ability to perform these operations using
units of American currency.

REASONING ABILITY

. Ability to apply commonsense understanding to carry out detailed but
uninvolved written or oral instructions. Ability to deal with problems
involving a few concrete variables in standardized situations.