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Customer Service Assistant Manager

2 months ago

South Portland, Maine, United States Hannaford Supermarkets Full time
POSITION SUMMARY

Job Title:
Assistant Manager of Customer Service

Department:
Front End

Reports To:
Manager of Customer Service

Supervised Associates:
Variable

Prerequisite Training:
Completion of Cashier/Service Associate, Service Desk/Kiosk, Service Leader, and Bookkeeper training modules is required.

Qualifications: High school diploma or equivalent preferred. Exceptional interpersonal, organizational, communication, and customer service skills are essential. A solid understanding of store operations is preferred. Must meet minimum age requirements for specific job functions. Demonstrated ability and eagerness to learn various tasks and technical aspects of the role. Ability to utilize technical information to resolve issues. Capability to lead and guide others effectively.

Key Responsibilities:
  1. Enhance customer satisfaction by exemplifying and upholding high standards in customer service.
  2. Treat all team members with fairness, dignity, and respect. Recognize achievements and provide constructive feedback when necessary to ensure accountability to company standards.
  3. Encourage a positive and inclusive atmosphere for all team members.
  4. Assist in overseeing Front End operations in line with established departmental practices.
  5. Help manage work schedules to effectively uphold customer service standards while accommodating associates' personal needs.
  6. Utilize all Standard Practice Training Aids, Reference Documents, and Training Materials to train and develop associates in accordance with departmental requirements. Maintain up-to-date yearly certifications.
  7. Exercise sound judgment in delegating, assigning, and following up on tasks to ensure efficient departmental performance as outlined in the Assignment Sheets.
  8. Supervise the execution of all duties and responsibilities of Front End associates.
  9. Assist the Manager of Customer Service in ensuring adherence to all Anti-Money Laundering regulations and training.
  10. Must be capable of meeting the physical demands of the position, with or without reasonable accommodations.

Additional Duties:
  1. Ensure department associates receive proper training from certified trainers.
  2. Maintain effective communication within the department, store, and organization through the Cash Office/Front End Communication Board and Task Management.
  3. Monitor and ensure compliance with company sanitation, safety, and food safety standards.
  4. Adhere to all company policies and established procedures.
  5. Support and comply with all company safety protocols. Report any necessary equipment repairs or maintenance needs. Keep work areas clear of debris and safety hazards.
  6. Ensure all sales transactions and accepted media are handled in strict accordance with established company policies and legal requirements.
  7. Oversee the effective operation of the office/service desk/kiosk/front end/bottle room (if applicable), ensuring cleanliness, customer service, and accurate transactions.
  8. Secure office and front-end cash drawers at all times when unattended; protect company assets at all times.
  9. Understand labor and productivity reports, scheduling, and ordering processes.
  10. Follow all Front End departmental standard practices to ensure efficient operations.
  11. Assist in conducting performance evaluations and service observations in line with company standards.
  12. Maintain a neat and professional appearance at all times, adhering to company appearance policies.
  13. Perform cashier and/or bagging duties as needed.
  14. Assist with service desk/kiosk and bookkeeper associate responsibilities as required.
  15. Support special projects and perform other duties as assigned by the supervisor.

Physical Requirements:
  1. Ability to utilize computers and other communication systems necessary for performing job functions.
  2. Perform repetitive hand and arm movements.
  3. Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. occasionally.
  4. Pull or push up to 75 lbs. on occasion.
  5. Handle various substances associated with cleaning and packaging materials, fresh produce, house plants/flowers, and household cleaners.
  6. Stand for extended periods with occasional short-distance walking.
  7. Use hands to frequently/continuously handle currency (paper and coin) and operate various equipment such as cash registers, lottery machines, scanners, computers, and calculators.
  8. Lift and carry up to 15 lbs. occasionally.
  9. Frequent reaching and grasping at waist level; occasionally above shoulder or below waist level.
  10. Meet established volume activity standards for the position.
  11. Possess sufficient visual acuity to check ID cards, checks, invoices, and other written documents.