Customer Service Operations Leader

1 day ago


Charlotte, North Carolina, United States Food Lion Full time
Job Summary

We are seeking a highly motivated Customer Service Operations Leader to join our team at Food Lion. As a key member of our store operations team, you will be responsible for supporting the management and duties of store operations to meet financial and sales goals. You will build associate and customer relations and promote a strong culture in support of Food Lion Strategy.

About the Role

The Customer Service Operations Leader will oversee all Front End operations, including Service Center, Self-Checkout, and Food Lion To-Go. This role will also involve hiring, training, and developing associates to meet department needs. You will 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.

Duties and Responsibilities

• Manage all Front End operations, ensuring seamless execution of services and tasks.
• Hire, train, and develop associates to meet department needs, fostering a culture of excellence and teamwork.
• Supervise the performance of all duties and responsibilities of department associates, providing constructive feedback and coaching as needed.
• Provide leadership and motivation within the store, promoting a culture reflective of our Brand, Strategy, and Culture.
• Support the achievement of budgeted financials, operating results, and Food Lion To-Go KPIs, driving business growth and improvement.
• Smile and maintain an atmosphere of enthusiastic customer awareness, creating a positive shopping experience for customers.
• Role model outstanding, friendly customer service, using skills and knowledge to offer solutions that meet or exceed customers' expectations.
• Control store expenses through proper ordering, care for supplies and equipment, and ensure efficient use of resources.
• 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.
• Monitor shrink, ensure inventory, including money and monetary assets, are accounted for, and 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 is preferred.
• Ability to lead and manage a team.
• Strong understanding of store operations and merchandising techniques is 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.

$62,000 - $75,000 per year, based on location and experience.

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