Customer Service Operations Leader

6 days ago


Carolina Beach, North Carolina, United States Food Lion Full time
Job Overview

As a Customer Service Operations Leader at Food Lion, you will play a vital role in ensuring the smooth operation of our stores. This is an exciting opportunity to lead and manage a team, drive sales growth, and deliver exceptional customer experiences.

About the Role

This leadership position involves overseeing all aspects of store operations, including Front End management, inventory control, and associate development. You will be responsible for achieving budgeted financials, operating results, and key performance indicators (KPIs) while maintaining a positive and inclusive store culture.

Key Responsibilities

* Manage Front End operations, including Service Center, Self-Checkout, and Food Lion To-Go, if applicable
* Hire, train, and develop associates to meet department needs
* Supervise the performance of all duties and responsibilities of department associates; provide ongoing performance management training and conduct timely formal performance appraisals for direct reports
* Provide leadership and motivation within the store to promote a culture reflective of our Brand, Strategy, and Culture
* Support the achievement of budgeted financials, operating results, and Food Lion To-Go KPIs
* Smile and maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast, easy, flexible, and friendly customer service, creating a positive shopping experience for customers
* Role model outstanding, friendly customer service and use skills and knowledge to offer solutions that meet or exceed customers' expectations
* Control store expenses through proper ordering, care for supplies and equipment
* Understand and use company tools such as financial reports, average cost inventory system (ACIS), scheduling, productivity, ordering (CAO), business information systems, and Food Lion To-Go applications
* Perform duties that ensure department appearance, quality, variety, workplace safety, food safety, and department sanitation are consistently maintained
* Ensure Front End schedules, including Food Lion To-Go, are written per standards, providing extraordinary customer service at all times
* Maintain all Front End registers and equipment, including Food Lion To-Go equipment, and place service calls in an efficient manner without stalling the execution of delivering expected outcomes
* Ensure all Front End cashiers review the weekly sales flyer and understand where to find key items and communicate unanticipated out-of-stock conditions
* Monitor shrink, ensure inventory, including money and monetary assets, are accounted for; provide coaching for associates to recognize and prevent losses
* Ensure proper control of all store funds and company assets
* Observe and correct all unsafe conditions that could cause associate or customer accidents
* Record and report all associate and customer accidents in accordance with established Food Lion procedures
* Ensure compliance with local, state, and federal regulations
* Adhere to all company guidelines, policies, and standard practices
* Maintain security standards
* Successfully complete Computer-Based Training (CBT) and Training guide
* Provide recognition of accomplishments and offers constructive counseling when necessary as it relates to achieving customer satisfaction and service while building store sales

Qualifications

* A high school graduate or equivalent preferred
* Ability to lead and manage a team
* Strong understanding of store operations and merchandising techniques preferred
* Excellent interpersonal, organizational, communication, and customer service skills
* Demonstrated good judgment solving problems, making decisions, handling complaints, arbitrating disputes, and resolving grievances
* Ability and willingness to learn multiple tasks and technical requirements of the job
* Ability to use technical information to solve problems
* Must meet minimum age requirements to perform specific job functions
* Must be able to meet the physical requirements of the position, with or without reasonable accommodations

Estimated Salary Range: $55,000 - $70,000 per year, based on location and experience.

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