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Customer Service Representative

2 months ago

Denton, Maryland, United States Food Lion Full time
Job Title: Customer Lead

Job Summary:

The Customer Lead is responsible for providing fast, easy, flexible, and friendly service to our customers through the achievement of Food Lion customer service standards. This role requires a high level of customer service skills, effective communication, and the ability to work in a fast-paced environment.

Key Responsibilities:

• Provide prompt, accurate, and friendly service to customers while engaging them to create a positive shopping experience

• Greet each customer and use their name whenever possible

• Unload customers' groceries from cart to belt and unload items for ease of bagging

• Check the bottom of every cart and under all baby seats for items before completing an order

• Follow correct bagging procedures for the correct use of bags by type

• Scan customers' order and handle the payment transaction, per standard practice

• Avoid personal conversations with other associates when customers are present

• Follow procedures in handling cash, checks, coupons, gift cards, partner cards, food stamps, and WIC vouchers

• Follow procedures for refunds and error correction

• Make every attempt to maintain accurate cash control

• Follow procedures and perform overrides

• Identify customers needing assistance and offer to take the customer's order to their car, including Food Lion To-Go orders (if applicable)

• Maintain alertness and call for assistance when needed to service customers per service standards

• Check prices quickly and accurately

• Be courteous and helpful to other associates

• Wear the Food Lion uniform with apron, complete with name badge, when on duty, and have a neat and clean appearance while adhering to the Food Lion dress code

• Retrieve shopping carts from the parking lot and cart corrals utilizing the tether strap per standard practice

• Ensure the work station and front-end area (if applicable) of the store has a neat and clean presentation

• Report any register malfunction to the Customer Service Manager or MOD

• Ensure the MVP savings center KIOSK is filled with paper and properly working

• Adhere to all company guidelines, policies, and standard practices

• Observe and correct all unsafe conditions that could cause associate or customer accidents

• Notify QA of any cleaning issues or maintenance required on front end

• Successfully complete computer-based training (CBT) and training aid courses

• Perform the task of cashier when scheduled or as needed per the surge plan guidelines

• Perform the task of managing the front end in the brief absence of the CSM/ACSM if needed to ensure service standards are maintained

• Perform the task of Food Lion To-Go Runner when scheduled or as needed

• Ensure check stands are supplied with proper bags, register receipt paper, Catalina coupon paper, and restock cigarette drawers at each check lane

• Find more efficient ways to do the job and seek to reduce costs and improve labor productivity

• Perform all other duties as assigned

Qualifications:

• High school graduate or equivalent preferred

• Effective communication and customer service skills

• Ability and willingness to learn multiple tasks and technical requirements of the job

• Ability to perform the technical requirements of cashier and service center

• 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

Physical Requirements:

• Ability to use computers, smart devices, and other communication systems required to perform job functions

• Perform repetitive hand and arm motions

• Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. on occasion

• Pull or push up to 75 lbs. on occasion

• Stand 100% of the time, frequently walking short distances

• Be able to handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers, and household cleaners

• Use hands to frequently/continuously handle currency (paper and coin) as well as operate a variety of equipment such as cash register, lottery machine (where applicable), scanner, computer, and calculator

• Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level

• Meet established volume activity standards for the position

• Tolerate working in extreme hot/cold temperatures for up to 20 minutes at a time

• Have sufficient visual ability to check ID cards, checks, invoices, and other written documents