Customer Service Supervisor

1 week ago

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

Department: Front End

Reports To: Customer Service Manager

Primary Purpose:

The primary objective is to deliver prompt, efficient, and friendly service to our patrons by adhering to Food Lion's customer service standards. This role requires a friendly and cooperative attitude towards fellow 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, while maximizing sales through exceptional customer service.

Duties and Responsibilities:
  • Provide warm and efficient service while engaging customers to foster a positive shopping experience.
  • Welcome each customer and utilize their name whenever feasible.
  • Efficiently unload customers' groceries from carts to the checkout belt, organizing items for optimal bagging.
  • Thoroughly check the bottom of carts and under baby seats for any overlooked items before finalizing an order.
  • Adhere to proper bagging techniques according to bag type.
  • Accurately scan customer orders and manage payment transactions in accordance with standard procedures.
  • Refrain from personal discussions with colleagues while customers are present.
  • Follow established protocols 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 requiring assistance and offer to transport their orders to their vehicles.
  • Maintain vigilance and call for help 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 following standard practices.
  • Ensure that the work area and front end 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 or maintenance issues on the front end.
  • Successfully complete computer-based training 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 requirements 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 movements.
  • 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 the entire shift, frequently walking short distances.
  • Handle various substances associated with cleaning and packaging materials, fresh produce, houseplants/flowers, and household cleaners.
  • Use hands to frequently and continuously handle currency (paper and coin) and operate various equipment such as cash registers, lottery machines (if 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.
  • For applicable positions: Move empty bottles and containers from the front end to the back room.

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