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Lead Cashier

2 months ago

London, Kentucky, United States Ace Hardware Full time

Reports to:
Store Manager, Assistant Manager

POSITION SUMMARY
The primary objective for all roles at Ace Hardware is to deliver exceptional service to every customer consistently and uphold the Core Values established by the management team. The Lead Cashier position is chiefly accountable for overseeing cashiers and managing the receipt and disbursement of funds for sales transactions across all cashiers, as well as assisting in daily operations at the cash wrap area (e.g., cash drawer counts, and training new cashiers).

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Ensure every customer receives outstanding service that adheres to the S.A.L.E.S process and meets mystery shop standards.
  • Welcome customers as they enter the store.
  • Resolve point of sale issues effectively.
  • Train and guide the activities of cashiers assigned to the front end, setting the benchmark for customer service.
  • Ensure that front-end associates consistently follow all policies and procedures, including established safety protocols; communicate any issues to management.
  • Maintain cleanliness, organization, and stock levels of merchandise displays in the front-end area.
  • Restock returned merchandise to the appropriate product location on the sales floor and ensure all damaged and defective items are properly labeled.
  • Handle incoming phone calls in accordance with company guidelines.
  • Utilize the PA system for announcements when necessary.
  • Address customer inquiries and concerns in a tactful and pleasant manner.
  • Stay informed about all promotions and advertisements.
  • Process register sales transactions swiftly and accurately, following established cash control procedures and customer service standards.
  • Encourage customers to enroll in the Ace Rewards program, issue receipts, refunds, credits, or change due to customers.
  • Act as the lead cashier without formal supervisory responsibilities, providing training and feedback to cashiers.
  • Assist with the scheduling and breaks of cashiers.
  • Promote Ace Rewards to all customers and maintain related supplies.
  • Inform management of any personnel changes needed.
  • Conduct meetings for cashiers; provide training and development for new associates in the assigned department.
Head Cashier Role Description

  • Maintain all training materials and other cashier-related supplies.
  • Notify management when associates breach company policies.
  • Facilitate communication between associates and management.
  • Assist customers with complaints, unless they require managerial intervention.
  • Monitor for shoplifting and take appropriate action in line with company policy to deter theft.
  • Review and adhere to company policies and procedures.
  • Perform other assigned tasks as directed by management.
  • Provide motivation and leadership to associates in the assigned department.
  • Remain patient and helpful under pressure with both associates and customers.
  • Collaborate effectively with others and work well as part of a retail team.
  • Offer and accept constructive feedback and guidance.
  • Prioritize tasks to keep the department on track.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

  • High School diploma; some college education preferred.
  • Previous experience managing associates and handling cash, preferably in a retail setting.
  • A commitment to service excellence and customer satisfaction.
  • Ability to take a leadership role in training and coaching team members on skills necessary to positively impact sales.
  • Strong communication skills with associates and customers.
  • Demonstrate meticulous attention to detail.
  • Maintain composure while managing multiple tasks and addressing customer complaints.
  • Team-oriented with excellent interpersonal skills and a strong willingness to learn.
  • Familiarity with retail computer systems, electronic cash registers, MS Word, and Excel is a plus.