Customer Service Associate
2 weeks ago
Roundy’s Supermarkets, Inc.
POSITION DESCRIPTION
POSITION TITLE: Customer Service Representative
REPORTS TO: Service Operations Manager/Store Director
- ____________________________________
PRIMARY OBJECTIVE:
Creates a positive shopping environment for customers and creates a positive working environment for employees. Resolves customer issues and concerns. Identifies and relays opportunities to Service Operations Manager to improve front end operations.
COMPANY WIDE RESPONSIBILITIES:
1.
Contributes toward ensuring a positive shopping environment for customers and a positive working environment for employees.
2.
Ensures proper product handling to control shrinkage and waste.
3.
Follows all company, store, and department policies and procedures.
4.
Complies with federal and state regulations.
ESSENTIAL RESPONSIBILITIES:
Essential responsibilities include but are not limited to:
1.
Ensures positive customer relations and satisfaction.
2.
Maintains a sense of urgency for all customer needs.
3.
Greets and thanks all customers providing prompt and courteous service.
4.
Ensures a positive work environment for all front end employees.
5.
Participates in the maintenance of a customer-oriented culture and delivers a high level of customer service. Anticipates customer needs and resolves issues in a manner that strengthens customer loyalty.
6.
Communicates customer issues to appropriate department; resolves.
7.
Manages front end operations to achieve financial goals.
a.
Meets or exceed sales, profit, and labor goals through effective cost control, efficient utilization of labor, strong customer service and shrink control.
b.
Determines work priorities and establishes work lists in order to consistently maintain adequate department conditions.
Job Description: Customer Service Representative
Page 1 of 4 Updated: 10/30/2008 11:11 AM
8.
Manages and enforces front end policies and processes..
a.
Ensures front end policies and procedures are known and adhered to, including proper product handling, proper tender and coupon handling, scanning error procedures, and price checks.
b.
Ensures prompt, accurate customer check-out and accurate bookkeeping and auditing.
c.
Ensures front end cleanliness, maintenance, and sanitation.
d.
Counsels employees as a result of procedure infractions.
e.
Ensures communication between front end and pricing coordinator on pricing/signage discrepancies.
9.
Performs the duties of the Service Operations Manager in her/his absence. (Exclusive of hiring and disciplinary actions.)
10.
Ensures that all front end employees adhere to company policies and procedures as well as local, state, and federal laws and regulations.
11.
Fluent in all service desk operations including bookkeeping.
a.
Completes voids, refunds, and daily cashier exception reports.
b.
Performs cash tender pickups, coin canister exchanges, till and coupon audits as outlined in company standard operating procedures.
12.
Fluent in all customer checkout transaction policies and procedures.
13.
Trains and coaches front end staff on policies, procedures, customer service, and job responsibilities.
14.
Communicates with Service Operations Manager concerning ongoing front end status, including successes, problems and planning.
15.
Communicates loss prevention situations with appropriate management and personnel.
16.
Encourages teamwork through cooperative interactions with co-workers.
17.
Other duties as assigned including but not limited to performing customer checkout transactions, stocking candy/gum racks, providing customer assistance in bagging groceries, parcel pick-up service, collection of carts and to provide support in maintaining clean and safe store conditions.
Job Description: Customer Service Representative
Page 2 of 4 Updated: 10/30/2008 11:11 AM
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
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.
EDUCATION AND/OR EXPERIENCE
High school diploma or general education degree; one to six months related experience or training; or equivalent combination of education and experience.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
LANGUAGE SKILLS
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence. Ability to effectively present information in one
- on-one and small group situations to customers, clients, and other employees of the
organization.
REASONING ABILITY
written or oral instructions. Ability to deal with problems involving a
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