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Customer Service Operations Supervisor

2 months ago

Laurinburg, North Carolina, United States Food Lion Full time

PRIMARY OBJECTIVE
Assist in overseeing the management and responsibilities of store operations to achieve financial and sales objectives. Foster relationships with associates and customers while promoting a robust culture aligned with Food Lion's strategic goals. Ensure effective communication with the management team and all store associates, as well as throughout the organization.

KEY RESPONSIBILITIES
Oversee all Front End operations, including the Service Center, Self-Checkout, and Food Lion To-Go, if applicable.
Recruit, train, and mentor associates to fulfill departmental needs.
Supervise the performance of all department associates; provide ongoing performance management training and conduct timely formal performance evaluations for direct reports.
Provide leadership and motivation within the store to cultivate a culture that reflects our Brand, Strategy, and Culture.
Support the achievement of budgeted financial targets, operational results, and Food Lion To-Go KPIs.
Maintain a positive atmosphere of enthusiastic customer engagement with a primary focus on delivering fast, easy, flexible, and friendly customer service while creating a pleasant shopping experience.
Exemplify exceptional, friendly customer service and utilize skills and knowledge to provide solutions that meet or exceed customer expectations.
Manage store expenses through appropriate ordering and care for supplies and equipment.
Utilize company tools such as financial reports, average cost inventory systems (ACIS), scheduling, productivity metrics, ordering (CAO), business information systems, and Food Lion To-Go applications.
Perform duties to ensure department appearance, quality, variety, workplace safety, food safety, and sanitation are consistently upheld.
Ensure Front End schedules, including Food Lion To-Go, are created per standards to provide outstanding customer service at all times.
Maintain all Front End registers and equipment, including Food Lion To-Go equipment, and efficiently place service calls to avoid disruptions in delivering expected outcomes.
Ensure all Front End cashiers review the weekly sales flyer and understand where to locate key items, communicating any unexpected out-of-stock conditions.
Monitor shrinkage, ensuring inventory, including cash and monetary assets, is accounted for; coach associates to recognize and prevent losses.
Ensure proper control of all store funds and company assets.
Identify and rectify all unsafe conditions that could lead to associate or customer accidents.
Document and report all associate and customer accidents in accordance with established 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 guides.
Recognize accomplishments and provide constructive feedback when necessary to enhance customer satisfaction and service while driving store sales.
Perform all other assigned duties.

QUALIFICATIONS
High school diploma or equivalent preferred.
Ability to lead and manage a team effectively.
Strong understanding of store operations and merchandising techniques preferred.
Excellent interpersonal, organizational, communication, and customer service skills.
Demonstrated good judgment in problem-solving, decision-making, handling complaints, mediating disputes, and resolving grievances.
Willingness to learn multiple tasks and technical requirements of the role.
Ability to utilize technical information to resolve issues.
Must meet minimum age requirements to perform specific job functions.
Must be able to meet the physical demands of the position, with or without reasonable accommodations.
Must be accredited by the National Registry of Food Safety Professionals or a similar organization as a "Certified Food Safety Manager" or be required to attend company-provided training and achieve accreditation within the first 90 days of employment; accreditation must be maintained while employed in a position requiring it.

PHYSICAL REQUIREMENTS
Ability to use computers, smart devices, and other communication systems necessary for job functions.
Ability to operate handheld computers for orders, markdowns, scan-outs, and inventory.
Stand for 100% of the time, frequently walking short distances.
Ability to push or pull up to 2000 pounds using a pallet jack or float.
Perform repetitive hand and arm motions.
Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and approximately 100 lbs. occasionally.
Handle a variety of substances associated with cleaning and packaging materials, and household cleaners.
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.
Have sufficient visual ability to check invoices, dates, and other written documents.