Manager - Customer Service

3 days ago

Charleston, United States Food Lion Full time

Food Lion has been providing an easy, fresh and affordable shopping experience to the communities we serve since 1957. Today, our 82,000 associates serve more than 10 million customers a week across 10 Southeastern and Mid-Atlantic states.

PRIMARY PURPOSE

Support the management and duties of store operations to meet financial and sales goals. Build associate and customer relations and promote a strong culture in support of Food Lion Strategy. Maintain solid communications with the management team, all associates in the store and throughout the organization.

DUTIES AND RESPONSIBILITIES
  • Manage all Front End operations including Service Center, Self-Checkout and Food Lion To-Go, if applicable
  • Hire, train, and develop associates to meet department needs
  • Supervise the performance of all duties and responsibilities of department associates; provide ongoing performance management training and conduct timely formal performance appraisals for direct reports
  • Provide leadership and motivation within the store to promote a culture reflective of our Brand, Strategy and Culture
  • Support the achievement of budgeted financials, operating results and Food Lion To-Go KPIs
  • Smile and maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast, easy, flexible and friendly customer service all while creating a positive shopping experience for customers
  • Role model outstanding, friendly customer service and use skills and knowledge to offer solutions that meet or exceed customers’ expectations
  • Control store expenses through proper ordering, care for supplies and equipment
  • Understand and use company tools such as; financial reports, average cost inventory system (ACIS), scheduling, productivity, ordering (CAO), business information systems, and Food Lion To-Go applications
  • Perform duties that ensure department appearance, quality, variety, workplace safety, food safety and department sanitation are consistently maintained
  • Ensure Front End schedules, including Food Lion To-Go, are written per standards, to provide extraordinary customer service at all times
  • Maintain all Front End registers and equipment, including Food Lion To-Go equipment, and place service calls in an efficient manner which doesn’t stall the execution of delivering expected outcomes
  • Ensure all Front End cashiers review the weekly sales flyer and understands where to find key items and communicates unanticipated out of stock conditions
  • Monitor shrink, ensure inventory, including money and monetary assets, are accounted for; provide coaching for associates to recognize and prevent losses
  • Ensure proper control of all store funds and company assets
  • Observe and correct all unsafe conditions that could cause associate or customer accidents
  • Record and report all associate and customer accidents in accordance with established Food Lion procedures
  • Ensures compliance with local, state and federal regulations
  • Adheres to all company guidelines, policies and standard practices
  • Maintains security standards
  • Successfully complete Computer Based Training (CBT) and Training guide
  • Provide recognition of accomplishments and offers constructive counseling when necessary as it relates to achieving customer satisfaction and service while building store sales
  • Performs all other duties as assigned
QUALIFICATIONS
  • A high school graduate or equivalent preferred
  • Ability to lead and manage a team
  • Strong understanding of store operations and merchandising techniques preferred
  • Excellent interpersonal, organizational, communication and customer service skills
  • Demonstrated good judgment solving problems, making decisions, handling complaints, arbitrating disputes and resolving grievances
  • Ability and willingness to learn multiple tasks and technical requirements of the job
  • Ability to use technical information to solve problems
  • 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
  • Must be accredited by the National Registry of Food Safety Professionals or similar accrediting organization as a “Certified Food Safety Manager” or will be required to attend company provided training and have the ability to achieve accreditation within the first 90 days of employment; Accreditation must be maintained while employed in a position requiring accreditation
PHYSICAL REQUIREMENTS
  • Ability to use computers, smart devices, and other communication systems required to perform job functions
  • Ability to use hand held computers for orders, mark downs, scan outs, and inventory
  • Stand 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. on occasion
  • Be able to 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

Food Lion provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions) national origin, age, disability, sexual orientation, veteran status, gender identity or gender expression or any other characteristic protected by law.

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