Customer Service Department Leader

1 day ago

Milwaukee, Wisconsin, United States Kroger Full time
Job Title: Customer Service Department Leader

At Kroger, we are committed to delivering an exceptional customer experience through our customer service department. As a Customer Service Department Leader, you will play a critical role in establishing and maintaining a safe and clean environment that encourages our customers to return.

Key Responsibilities:
  • Promote a positive and respectful work environment among associates, fostering trust and respect among team members.
  • Communicate effectively company, department, and job-specific information to associates, ensuring they are informed and empowered to deliver excellent customer service.
  • Collaborate with associates to promote teamwork and help achieve company/store goals, creating an environment that enables customers to feel welcome, important, and appreciated.
  • Gain and maintain knowledge of products sold within the department and be able to respond to questions and make suggestions about products, driving sales and customer satisfaction.
  • Monitor and control supply expenses for the department, ensuring efficient operations and minimizing waste.
  • Manage cash control, sales, and cash items and records for the store, maintaining accurate financial records and ensuring compliance with company policies.
  • Manage the scheduling of Front-end associates to provide adequate department coverage, ensuring seamless customer service and efficient operations.
  • Assist store management in preparing the store/department budget, profit and loss reviews, and take appropriate action on all financial reports, driving business growth and profitability.
  • Develop and implement a department business plan to achieve desired results, staying current with present, future, seasonal, and special ads, and promoting sales and customer engagement.
  • Implement the period promotional plan for the department, creating and executing sales promotions in partnership with store management, driving sales and customer satisfaction.
  • Stay current with inventory/stocking conditions, noting any discrepancies in inventory, and maintaining an awareness of inventory/stocking conditions to ensure efficient operations and minimize waste.
  • Schedule daily, weekly, and monthly price changes by updating shelf tags and promotional signs, ensuring accurate pricing and promotions.
  • Plan, organize, and supervise the inventory process, training department associates on inventory/stocking and Computer Assisted Ordering, and adhering to all food safety regulations and guidelines.
  • Reinforce safety programs by complying with safety procedures and identifying unsafe conditions and notifying store management, ensuring a safe and healthy work environment.
  • Practice preventive maintenance by properly inspecting equipment and notifying appropriate department or store manager of any items in need of repair, ensuring efficient operations and minimizing downtime.
  • Notify management of customer or employee accidents, and report all safety risks or issues, and illegal activity, including robbery, theft, or fraud, ensuring a safe and secure work environment.
  • Oversee and manage the efficient operations of all functions and activities of the Front-end, adhering to all local, state, and federal laws, and company guidelines, and assisting management in the supervision and coaching of front-end associates in the performance of their duties.
Qualifications:
  • Effective communication skills to interact with associates, customers, and management.
  • Knowledge of basic math (counting, addition, and subtraction) to manage cash control, sales, and cash items, and records for the store.
  • Ability to handle stressful situations and maintain a positive attitude in a fast-paced environment.
  • Retail or customer service experience to understand customer needs and expectations, and provide excellent customer service.

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