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Customer Service Supervisor

2 months ago

Manchester, New Hampshire, United States Hannaford Supermarkets Full time

Hannaford Supermarkets has a rich history dating back to 1883, beginning as a fresh produce vendor in Portland, Maine. Our commitment to local markets and sustainable practices remains at the forefront of our operations. We actively engage with local farmers and producers through our Local program, which not only highlights local foods but also emphasizes the importance of preserving farmland, traditions, and job opportunities.

POSITION OVERVIEW

Job Title: Customer Service Supervisor

Department: Front End Operations

Reports To: Customer Service Manager

Supervision: Variable number of associates

Prerequisite Training:

  • For Service Desk/Kiosk Stores: Completion of Cashier/Service Associate and Service Desk/Kiosk training packets.
  • For Non-Service Desk/Kiosk Stores: Completion of Cashier training packet.
Qualifications:

Strong communication and customer service abilities are essential. Candidates must meet minimum age requirements for specific job functions. A demonstrated willingness to learn various tasks and technical aspects of the role is required. Proven ability to fulfill the technical requirements of cashier and service desk/kiosk operations is necessary.

Key Responsibilities:
  1. Enhance customer satisfaction by delivering exceptional service and promptly addressing concerns.
  2. Develop effective work schedules for front-end and service desk/kiosk associates to align with business traffic and minimize customer wait times.
  3. Manage cash pickups and change orders as necessary, ensuring accurate logging.
  4. Verify customer identification and adhere to store policies regarding check acceptance and the sale of restricted items.
  5. Facilitate hassle-free refunds for customers while adhering to applicable guarantees.
  6. Oversee the performance of front-end and service desk/kiosk associates as directed by the Customer Service Manager.
  7. Foster a respectful and fair work environment for all associates, recognizing achievements and providing constructive feedback when needed.
  8. Meet the physical demands of the position, with or without reasonable accommodations.
Additional Duties:
  1. Adhere to all company policies and established procedures.
  2. Maintain a professional appearance in accordance with company standards.
  3. Assign specific tasks to front-end and service desk/kiosk associates during slower periods as outlined in the Service Leader Assignment Sheets.
  4. Assist with special projects and perform additional functions as assigned by management.
  5. Comply with all safety standards and report any necessary equipment repairs or maintenance.
  6. Monitor security protocols by remaining vigilant and aware of customer behavior, reporting any irregularities.
  7. Secure cash drawers when unattended and protect company assets at all times.
  8. Maintain cleanliness and sanitation standards in line with store policies and health regulations.
  9. Regularly perform cashier and/or bagging duties.
  10. Occasionally perform service desk/kiosk functions and, if trained, bookkeeping tasks.
  11. Complete all other assigned duties.
Physical Requirements:
  1. Perform repetitive hand and arm movements while standing or walking for the majority of the shift.
  2. Lift and carry products weighing up to 15 pounds continuously, 25 pounds frequently, and 50 pounds occasionally.
  3. Push or pull loads of up to 75 pounds on occasion.
  4. Work outdoors in various weather conditions as necessary.
  5. Gather and transport shopping carts to designated areas.
  6. Handle a variety of substances associated with cleaning and packaging materials, as well as fresh produce.
  7. Possess sufficient visual acuity to verify identification and review written documents.
Equal Opportunity Employer:
Hannaford provides equal employment opportunities to all associates and applicants without regard to race, religion, color, sex, age, veteran status, national origin, sexual orientation, gender identity, disability, or any other characteristic protected by law.