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Customer Experience Team Leader

2 months ago

Bossier City, Louisiana, United States Brookshires Grocery Company. Full time
Job Summary

We are seeking a highly skilled and experienced Customer Experience Team Leader to join our team at Brookshire's Grocery Company. As a key member of our leadership team, you will be responsible for leading front-end operations and staff to promote a high level of engagement and customer satisfaction.

Key Responsibilities
  • Support upper management in leading front-end operations and staff to achieve exceptional customer service standards.
  • Proactively address customer issues and concerns through effective communication, adherence to company policies, and thorough training of front-end partners.
  • Work with upper management to ensure adequate staffing, a clean and safe store environment, and expedient checkout services for a pleasant customer experience.
  • Train and develop front-end staff, plan, assign, and direct work, and address complaints and resolve problems.
  • Provide friendly and customer service-oriented attitude by greeting customers, answering questions, and responding to customer complaints.
  • Address front-end procedural issues brought to attention by cashiers and courtesy/utility clerks.
  • Display exemplary customer service, act as a role model for partners, and enforce customer service standards.
  • Ensure accuracy of front-end procedures and proper execution of all compliance measures.
  • Support the training of front-end staff on policies and procedures related to customer service, product codes, cash handling/tender procedures, use of scanners, and bagging protocol.
  • Monitor and evaluate performance through observation and written or on-the-job testing.
  • Frequently required to open/close store, ensure the store is presentable for the customer shopping experience, and make certain adequate staff is available.
  • Ensure safety, responsiveness, and fiscal management of cash and monetary assets.
  • Follow proper shrink management by following guidelines, identify risks, and implement proper controls.
  • Maintain a clean, safe, and sanitary working and shopping environment by adhering to company safety procedures.
  • Follow company regulations and food safety standards for freshness, safety, refrigeration, and sanitation are met within front-end of store operations.
Requirements
  • Minimum 18 years of age required.
  • High school Diploma or GED and two or more years of related experience; or an equivalent combination of experience and/or higher education required.
  • Health Insurance Portability and Accountability Act (HIPAA) certification required.
  • TABC/LACT certification required where applicable.
  • Manager Food Safety certification required.
  • AML certification required.
  • Fuel Operator C Training required where applicable.