SSD Store Support Associate

4 months ago

Cupertino, United States Marukai Corp. Full time
Description

The job summary of the Customer Service Assistant Department Leader is to support Department Leader to

motivate, coach, inspire, train and direct the customer service team on the best ways and approach to relate to

customers as they attend to their needs. The Customer Service Assistant Department Leader ensures that the

entire store is always providing customers with a pleasant time and place through the best possible service and

a safe and secure store, based on the corporate principle of "The Customer Matters Most".

ESSENTIAL DUTIES (responsibilities include, but are not limited to)

The Customer Service Assistant Department Leader provides high quality customer service to customers to

ensure smooth flow of inquiries and complaints through effectively managing a team made up of customer

service employees. In charge of Customer Service Department in the absence of Department Leader.

Customer Service:
  • Ensure all the employees greet and interacts with customers in a courteous and professional manner
  • Interacting with customers and handling customer queries and complaints in a timely manner
  • Helps solve problems that affect the store's efficiency, service and productivity
  • Always ensuring the satisfaction of customers
  • Informs customers of all services and specials we can provide them
  • Support customers to checkout smoothly with registers/Self Checkout
  • Help prevent customers making long lines at the register and encourage them to use Self Checkout
  • Process online orders
  • Ensures that all customers are taking care of by assisting them in finding products around the store
  • Ensures that employees are constantly trained on Customer Service practices
  • Ensures that all employees are trained according to The Source philosophy, "The Customer Matters
Most"

Personnel Management:
  • Overseeing the daily operations of the customer service department
  • Help support Department Leader for the selection, training, coaching and development of effective
staff for the Customer Service Department
  • Exhibits excellent Customer Service skills at all times
  • Oversees staff accomplishing department goals
  • Assists store associates with guidance, assistance and information
  • Ensures that all customer service associates are customer focused and are demonstrating excellent
customer service at all times
  • Support Department Leader to perform Corrective Actions as needed following established policies
  • Creates Incident Reports for customers and employees, as needed
  • Help customer service team members to reach their goals
  • Delegate different customer service duties to team members to ensure a faster and smoother flow of
operation through division of labor
  • Maintains good communication with store management, associates and suppliers/vendors
    • Under the direction of the Store Manager/Assistant Store Manager, help support the Customer Service
    Department Leader to lead theteam to ensure the success of Customer Service Department's goals in

    revenues, expense, profitability, customer satisfaction, inventory shrinkage, and employee morale

    Product Management:
    • Preparing promotional materials and displays
    • Organizes and stocks Customer Service area per store's layouts, planograms and standards
    • Verifying ads, hanging current sale signs, and removing out-of-date sale signs
    • Ensures proper pricing and signing of products
    • Pulls short date or low-quality items and follows established procedures for recording and disposing of
    them
    • Labels items accurately with price tags or signs. Reports price discrepancies to Department Leader
    • Must be knowledgeable of merchandise placement and location
    • Drive customer service excellence to every aspect of the store, including store appearance, display of
    merchandise, product placement, store layout, and selling procedures

    Operation and Maintenance:
    • Assist in the opening and closing of cash registers
    • Serve as the middleman between the Department Leader and the customer service team members to
    ensure smooth communication and settling of grievances that may arise in the course of work
    • Maintains cleanliness of work area, storage area, and shop floor
    • Ensures a safe and secure work environment
    • Create better modes of operations to make customer service easier for both team members and
    customers
    • Works various shifts, days or nights as assigned by Store Management / Department Leader in
    accordance with the Company's business needs
    • Ensures that all equipment and appliances needed by the customer service team members are available
    and in good condition to enable smooth flow of operations and customer satisfactions
    • Ensures That Customer Service Store Associates are keeping clean all Customer Service areas according
    to Company cleanliness standards
    • That all Customer Service Associates are trained and kept informed of safety department policies and
    procedures including Marukai Corporation Safety Standards
    • Other tasks as assigned by Department Leader / upper management
      Cross Training:

      As a member of the company, s/he exemplifies teamwork and is open to and willing to be trained and step in

      when needed in all similar skilled areas for filling and development opportunities and is willing to be trained and

      step in when needed.

      Safety, Loss Prevention and Procedural Compliance:

      Follows Company guidelines for managing confidential information, customer satisfaction and

      supervising store personnel

      Follow safety practices such as: washing hands, using a pair of gloves, wearing a clean uniform per

      shift, no jewelry to be worn at any time, wear hair covering, trim and clean fingernails often

      Under the direction of immediate supervisor, administers IIPP Procedures, Safety Program and

      Procedures

      Assists immediate supervisor in Loss Prevention in curbing internal and external theft

      Ensures satisfactory maintenance, appearance and condition of assigned facilities to comply with

      security, safety and environmental codes and ordinances

      Enforces compliance with all local, state, federal regulations and company policy pertaining to safety and

      loss prevention

      Complies with all Health Compliance and Customer Service Regulations

      Complies with all OSHA requirements
Requirements

QUALIFICATIONS

The required qualifications are as follows:
  • You must be 18 or older to sell alcohol, use sharp knives, use ladders, scaffolds or their substitutes
above 6 feet in height, and to operate or assist in operating power-driven machinery or equipment
  • Must be able to use job related equipment such as knives, wrappers, scales, compactors, garbage
disposals, hand trucks and pallet jack.
  • Must be able to operate pallet jack, scissor lift, baler, compactor and scrub machine
  • Able to deliver friendly, courteous, prompt customer service
  • Possess or willing to obtain a forklift operating license
  • Possess or willing to obtain a food handling license or willing to attend company paid training and that
the ability to achieve accreditation within the first 90 days of employment. Accreditation must be

maintained while employed in a position which it is required
  • Able to read, write, and do simple math problems
  • Able to interpret, understand and follow instructions
  • Ability to effectively communicate and respond to questions from the general public and management
  • Ability to interact with all levels of management
EDUCATION
  • Associate degree from a two-year College is preferred, but not required
  • A minimum of 3 to 5 years of work experience in a retail or grocery chain establishment also preferred
  • Customer service experience in a similar or comparable work environment, strong verbal communication
skills supported by a pleasant and positive attitude of "can do" success
  • Strong operational skills with focus on great time management
  • Previous experience in retail/restaurant or customer service environment required, previous experience
in management preferably of a grocery store highly desirable

WORKING CONDITIONS

A Customer Service Department Leader may be exposed to various temperature changes and work environments.

Work includes eye-hand coordination, repetitive arm and hand movements, safe use of knives, along with

frequent interaction with customers and other associates

SKILLS & PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job. Reasonable accommodations may be made to enable

individuals with disabilities to perform the essential functions.
  • Ability to frequently reach, lift, stack and maneuver objects of varying dimensions and weights up to
approximately 100 lbs. with a lifting aid. And up to 20 lbs. without aid. Ability to push and pull fully

loaded hand trucks.
  • Ability to stand for long periods of time, walk and move rapidly, bend, stoop, climb, twist, and turn
frequently. Manual dexterity and good eye-hand coordination are necessary. Must be able to operate

related equipment such as scissors, knives, scales, handheld scanners/readers, pallet jacks and hand

trucks.
  • Mental alertness is necessary to ensure safe and accurate completion of work activities. Requires
knowledge of basic math, weights and measures. Ability to learn section policies and procedures.
  • Exposure to potential hazards exists with respect to equipment and work aides necessary to perform job

duties.

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