Customer Service Manager

1 week ago

Burlington, North Carolina, United States Food Lion Full time
Job Title: Assistant Customer Service Manager

At Food Lion, we are seeking a highly skilled and motivated Assistant Customer Service Manager to join our team. As a key member of our Front End team, you will be responsible for providing exceptional customer service, managing the Front End operation, and ensuring that our customers have an outstanding shopping experience.

Key Responsibilities:
  • Manage the Front End during designated hours, ensuring that our customers receive fast and easy service.
  • Supervise the performance of all duties and responsibilities of Front End Associates, providing coaching and guidance as needed.
  • Maintain an atmosphere of enthusiastic customer awareness, with a primary emphasis on providing exceptional customer service.
  • Serve as a model for customer service, instilling this value in all associates.
  • Manage and achieve Food Lion service standards, as delegated by the Customer Service Manager.
  • Maintain an efficient and productive Front End operation, ensuring that our customers have an outstanding shopping experience.
  • Support the achievement of budgeted financial and operating results for the Front End.
  • Ensure that all advertising and sales promotion materials applicable to the Front End are properly utilized.
  • Observe and correct all unsafe conditions that could cause associate or customer accidents.
  • Report all associate and customer accidents in accordance with established Food Lion procedures.
  • Monitor shrink and ensure that inventory and moneys are accounted for, providing coaching for associates to recognize and prevent losses.
  • Ensure compliance with local, state, and federal regulations.
  • Provide recognition of accomplishments and offer coaching when necessary.
  • Train and develop Office Assistants and Cashiers.
  • Ensure office functions are completed accurately and on time.
  • Communicate all cash variances to the Customer Service Manager.
  • Research over/short discrepancies as reported by the Food Lion Customer Support Center on the weekly over/short report, reporting updated information or variances to the Customer Service Manager/Store Manager and Store Sales Accounting if necessary.
  • Ensure Front End associates operate registers and serve customers in accordance with established policies and procedures.
  • Maintain proper knowledge of all sales associate register functions and Front End accounting services, which include all Office Assistant functions.
  • In the absence of the Customer Service Manager, maintain Front End equipment and place service calls in an efficient manner.
  • Successfully complete Computer Based Training (CBT) and Training Aid courses.
  • Perform all other duties and projects as assigned.
Qualifications:
  • A high school graduate or equivalent preferred.
  • Excellent interpersonal, organizational, communication, and customer service skills.
  • Must be able to perform the job duties and responsibilities of Office Assistant.
  • Good understanding of store operations preferred.
  • Ability and willingness to learn multiple tasks and technical requirements of the job.
  • Ability to use technical information to solve problems.
  • Ability to lead and direct others.
  • Must meet minimum age requirements to perform specific job functions.
  • Must be able to meet the physical requirements of the position, with or without reasonable accommodations.
Physical Requirements:
  • Ability to use computers and other communication systems required to perform job functions.
  • Ability to push or pull up to 2000 pounds using a pallet jack.
  • Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. on occasion.
  • Pull or push up to 75 lbs. on occasion.
  • Stand 100% of the time, frequently walking short distances.
  • Be able to handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers, and household cleaners.
  • Perform repetitive hand and arm motions.
  • Use hands to frequently/continuously handle currency (paper and coin) as well as operate a variety of equipment such as cash register, lottery machine (where applicable), scanner, computer, and calculator.
  • 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 ID cards, checks, invoices, and other written documents.

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