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Assistant Manager
3 months ago
Job Summary:
To ensure an organized, accurate and efficiently run Front End department by maintaining the overall flow of operations, accurate cash handling, front end security, and department cleanliness. To perform in a supervisory role within the department in partnership and in the absence of the department manager. To provide ongoing leadership to the department staff through example and training while implementing judgement and acting as situations require with the goal of providing the highest level of service to the PFC shopper. To provide comprehensive management services throughout the PFC operation.
Duties and Responsibilities:
- Customer Service
- Offer consistent, fair and respectful customer interactions to ensure repeat customer traffic.
- Ensure efficient, informative, and friendly service from the front end staff according to established customer service vision and standards.
- Ensure that all front end staff receive proper training through orientation, ongoing training and development plans as established with the front end manager.
- Provide a physical presence on the front end to offer direct customer service and immediate staff direction.
- Understand and communicate the ‘cooperative advantage’, and particulars of membership to shoppers and staff alike.
- Work to advance the overall mission of the People’s Food Co-op through exemplary service.
2. Front End Operations
- Act as “Manager On Duty” (MOD) on shifts as assigned.
- Assure compliance with performance standard of all department staff.
- Implement and monitor procedures to ensure accuracy and security of all cash received through the front end.
- Uphold money handling procedures, cashier deposit paperwork, cashier over/short policies.
- Ensure timely and accurate daily deposits and paperwork. f. Ensure all front end staff are aware of all of the changes in store policies and procedures, including policies and procedures affecting cashiers such as price changes, specials and new programs.
- Oversee all alcohol sales at registers. h. Provide timely back-up when needed throughout the department.
- Implement and monitor in cooperation with the front end manager, policies and procedures for customer service, particularly dealing with requests, complaints and errors.
- Ensure the front end staff promptly and courteously answer phones and refer calls to the appropriate staff.
- Ensure prompt service to customers by all front end staff, imploring a sense of urgency in all staff.
3. Department Atmosphere and Safety
- Work with the front end manager to ensure staff training for handling emergencies (shoplifters, robberies, accidents and fire.)
- Ensure that department work areas and aisles are clean and orderly and meet all Health Department requirements.
- Work with the front end manager to ensure proper and effective merchandising of the checkout area and front end in general.
- Ensure proper function and maintenance of cash register, POS system, credit processing and other department equipment.
- Act as a liaison with any needs for equipment maintenance and repairs and advice front end manager of equipment repair and replacement needs. Make sure staff is properly trained on the safe and proper method of equipment use.
- Maintain appropriate supply levels for operational equipment, including POS, credit processing equipment, and bagging supplies.
- Ensure that front end staff are aware of:
- i. How to lift properly
- ii. Procedure for accident and incident reports
- iii. Location of first aid kit
- iv. Procedure for safety and treatment of injuries and transporting staff for medical treatment
- v. Dress code/hygiene requirements vi. Location of safety manuals and emergency procedures
- vii. Emergency phone numbers (911) h. Establish daily priorities for front end staff to ensure the highest level of productive work flow.
- i. Develop and revise department’s standard operating procedures as needed. Ensure that staff is aware of and trained in these procedures
4. Personnel
- Assure compliance with performance standards of all front end staff.
- Assign coverage of vacant shifts and fill in as needed.
- Ensure the job training for all front end staff. Review and initial the training checklist when employees are trained or retrained.
- Effectively make recommendations in the recruitment and hiring of staff for vacant positions, ensuring the selection of individuals who demonstrate the qualities necessary to fulfill PFC’s customer service standards.
- Participate in evaluation of front end staff in accordance with established policies and procedures. Propose specific goals, objectives and area for improvement for the employee and follow through with their completion by the employee.
- Take corrective counseling measures and remand for disciplinary action as needed for all front end staff, according to established personnel policies.
- Maintain confidentiality in regards to all collective bargaining issues.
- Purchasing a. Complete ordering and product procurement as assigned by the front end manager.
- Assure pricing strategy is implemented in a manner achieve outlined financial goals for the department.
5. Budgeting and Planning
- Attend trainings as assigned by the front end manager.
- Attend all-staff meetings quarterly.
6. Other
- Perform other tasks assigned by the Department Manager
Skills and Abilities:
- Minimum of one (1) year experience in a customer service type of employment
- Experience with cash handling and cash security
- Strong organizational skills
- Keen attention to detail, safety and customer needs
- Ability to manage, supervise and motivate staff
- Ability to implement and assess systems to provide for efficient and productive operations
- Strong communication and listening skills
- Ability to work well with others in a cooperative environment where teamwork and constant communication is essential
- Ability to operate other equipment within the department
- Demonstrated ability to follow through on commitments.
- Ability to lift and carry up to 30 pounds frequently.
- Ability to lift and carry up to 60 pounds occasionally.
- Ability to stand or walk for duration of assigned shift.
- Ability to bend, stoop, squat, kneel, climb stairs or ladder.
- Ability to reach above shoulder height frequently.
