Customer Engagement Specialist

1 week ago

Louisa, United States Food Lion Full time
PRIMARY OBJECTIVE

To deliver swift, accessible, adaptable, and amiable service to our clientele while achieving Food Lion's customer service benchmarks.

To maintain a friendly, respectful, and collaborative relationship with fellow store team members. Accountable for supporting the Customer Service Manager and the Assistant Customer Service Manager in upholding standards as outlined in the Front End Standard Practice Manual, enhancing sales through
exceptional customer service.

KEY RESPONSIBILITIES

Core Duties:

  • Greet customers with a smile and provide prompt, precise, and friendly service to foster a positive shopping atmosphere
  • Address each customer by name whenever feasible
  • Assist in unloading groceries from carts to the checkout belt, ensuring ease of bagging by grouping similar items
  • Conduct thorough checks of carts and baby seats for overlooked items before finalizing transactions
  • Adhere to proper bagging techniques based on bag types
  • Accurately scan customer orders and manage payment transactions according to established protocols
  • Refrain from personal discussions with colleagues while customers are present
  • Comply with procedures for handling cash, checks, coupons, gift cards, partner cards, food stamps, and WIC vouchers
  • Follow guidelines for processing refunds and correcting errors
  • Strive to maintain precise cash control
  • Execute procedures and perform overrides as necessary
  • Recognize customers needing assistance and offer to help transport their orders to their vehicles, including Food Lion To-Go orders (if applicable).
  • Stay vigilant and call for help when required to meet customer service standards
  • Quickly and accurately check prices
  • Be courteous and supportive to fellow associates
  • Wear the Food Lion uniform with apron and name badge while on duty, maintaining a neat and clean appearance in accordance with the Food Lion dress code
  • Retrieve shopping carts from the parking area and cart corrals using the tether strap as per standard practice
  • Ensure the work area and front-end section (if applicable) 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
  • Monitor 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 (CBT) and training aid courses
  • Perform cashier duties when scheduled or as needed according to surge plan guidelines
  • Manage the front end in the brief absence of the Customer Service Manager or Assistant Customer Service Manager to ensure service standards are upheld
  • Act as a Food Lion To-Go Runner when scheduled or as needed.
  • Ensure checkout stands are stocked with appropriate bags, register receipt paper, Catalina coupon paper, and restock cigarette drawers at each lane
  • Seek more efficient methods to perform tasks and aim to reduce costs while improving labor productivity
  • Carry out all other assigned duties
REQUIRED QUALIFICATIONS

  • High school diploma or equivalent preferred
  • Strong communication and customer service abilities
  • Willingness and capability to learn various tasks and technical job requirements
  • Ability to fulfill the technical demands of cashier and service center roles
  • Must meet minimum age criteria for specific job functions
  • Must be able to meet the physical demands of the position, with or without reasonable accommodations
PHYSICAL DEMANDS

  • Ability to utilize computers, smart devices, and other communication systems necessary for job functions
  • Perform repetitive hand and arm movements
  • Bend and lift items weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. occasionally
  • Push or pull up to 75 lbs. occasionally
  • Stand for the entire shift, frequently walking short distances
  • Handle a variety of substances related to cleaning and packaging materials, fresh produce, house plants/flowers, and household cleaners
  • Use hands to frequently/continuously manage currency (paper and coin) and operate various equipment such as cash registers, lottery machines (where applicable), scanners, computers, and calculators
  • Frequently reach and grasp at waist level; occasionally above shoulder or below waist level
  • Meet established volume activity standards for the role
  • Tolerate working in extreme hot/cold temperatures for up to 20 minutes at a time
  • Possess sufficient visual acuity to check ID cards, checks, invoices, and other written documents

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