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Customer Service Supervisor

2 months ago

Denton, Maryland, United States Food Lion Full time
Job Title: Customer Service Leader - Office Assistant

Department: Front End

Reports To: Customer Service Manager

Primary Purpose:

The objective of this role is to deliver prompt, efficient, and friendly service to our clientele while adhering to Food Lion's customer service standards. The position requires a friendly, courteous, and cooperative attitude towards fellow store associates. The individual will assist the Customer Service Manager and the Assistant Customer Service Manager in upholding standards as outlined in the Front End Standard Practice Manual, thereby maximizing sales through exceptional customer service.

Duties and Responsibilities:
  • Provide timely, accurate, and friendly service while engaging customers to foster a positive shopping atmosphere.
  • Welcome each customer and utilize their name whenever feasible.
  • Efficiently unload customers' groceries from carts to the checkout belt, ensuring items are grouped for optimal bagging.
  • Thoroughly check the bottom of every cart and beneath all baby seats for items prior to completing a transaction.
  • Adhere to proper bagging procedures according to bag type.
  • Accurately scan customers' orders and manage payment transactions in accordance with standard practices.
  • Avoid personal discussions with colleagues when customers are present.
  • Follow established procedures for handling cash, checks, coupons, gift cards, partner cards, food stamps, and WIC vouchers.
  • Implement procedures for processing refunds and correcting errors.
  • Strive to maintain precise cash control.
  • Execute procedures and perform overrides as necessary.
  • Identify customers in need of assistance and offer to carry their orders to their vehicles.
  • Maintain vigilance and request assistance when necessary to meet customer service standards.
  • Quickly and accurately check prices.
  • Be courteous and supportive to fellow associates.
  • Wear the Food Lion uniform, including a name badge, while on duty, ensuring a neat and clean appearance in line with the Food Lion dress code.
  • Retrieve shopping carts from the parking lot and cart corrals using the tether strap as per standard practice.
  • Ensure that the work station and front end area of the store are presented neatly and cleanly.
  • Report any register malfunctions to the Customer Service Manager or Manager on Duty.
  • Ensure the MVP savings center KIOSK is stocked with paper and functioning properly.
  • Comply with all company guidelines, policies, and standard practices.
  • Observe and rectify any unsafe conditions that could lead to accidents for associates or customers.
  • Notify Quality Assurance of any cleaning issues or maintenance needs on the front end.
  • Successfully complete all required computer-based training (CBT) and training aid courses.
  • Perform additional duties as assigned.
Qualifications:
  • High school diploma or equivalent preferred.
  • Strong communication and customer service skills.
  • Willingness and ability to learn various tasks and technical job requirements.
  • Capability to fulfill the technical demands of cashier and service center roles.
  • Must meet minimum age requirements for specific job functions.
  • Must be able to meet the physical demands of the position, with or without reasonable accommodations.
Physical Requirements:
  • Ability to utilize computers and other communication systems necessary for job functions.
  • Perform repetitive hand and arm motions.
  • Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. occasionally.
  • Pull or push up to 75 lbs. on occasion.
  • Stand for extended periods, frequently walking short distances.
  • Handle a variety of substances associated with cleaning and packaging materials, fresh produce, house plants/flowers, and household cleaners.
  • Use hands to frequently/continuously handle currency (paper and coin) and operate various equipment such as cash registers, lottery machines (where applicable), scanners, computers, and calculators.
  • 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.
  • Possess sufficient visual ability to check ID cards, checks, invoices, and other written documents.
  • Move empty bottles and containers from the front end to the back room where applicable.