Customer Experience Operations Manager

2 weeks ago


Pittsburg, California, United States Brookshire Grocery Company Full time
Job Title: Customer Experience Operations Manager

About the Role:
The Brookshire Grocery Company is seeking a skilled Customer Experience Operations Manager to lead our front-end operations and staff in promoting high levels of engagement and customer satisfaction. This role will play a crucial part in ensuring a clean and safe store environment, expedient checkout services, and a pleasant customer experience.

Key Responsibilities:
  • Work closely with upper management to train and develop partners, plan and assign work, and address complaints and resolve problems.
  • Provide excellent customer service by greeting customers, answering questions, and responding to customer complaints. Act as a role model for partners and enforce customer service standards.
  • Ensure accuracy of front-end procedures and proper execution of all compliance measures.
  • Support the training of front-end staff on policies and procedures related to customer service, product codes, cash handling, tender procedures, scanner use, and bagging protocols. Monitor and evaluate performance through observation and written or on-the-job testing.
  • Frequently required to open/close store, ensuring the store is presentable for customers, adequate staff is available, safety, responsiveness, and fiscal management of cash and monetary assets are maintained.

Requirements:
  • High school diploma or GED and two or more years of related experience; or an equivalent combination of experience and/or higher education required.
  • Intermediate knowledge of store operations, Company checkout policies, state laws regarding alcohol, tobacco, and lottery sales, anti-money laundering regulations, and cash register operation.
  • Strong organizational and time management skills, ability to effectively communicate with customers and partners, and maintain professional courtesy at all times.
  • Ability to learn new processes, transfer knowledge to others, multitask, and work safely with sharp objects and hand tools.
  • Must be detail-oriented and able to maintain confidentiality regarding sensitive information.

Physical Demands:
  • Continuously required to use close vision, distance vision, depth perception, or the ability to focus.
  • Continuously required to stand or walk.
  • Continuously required to talk and hear.
  • Frequently required to use hands for reaching, touching, or handling.

Estimated Salary:$45,000 - $65,000 per year, depending on qualifications and experience.

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