Customer Service Manager

$ $20.40 PER HOURGENERAL PURPOSE:The purpose of this position is to ensure the smooth and efficient operation of the front end. This person will be providing exceptional customer service to all customers, training and mentoring front end associates, assisting with checking and bagging, handling customer complaints, processing refunds and exchanges and ensuring the front end has proper coverage at all times.ESSENTIAL DUTIES & RESPONSIBILITIES:Follows established departmental and store policies and proceduresEnsures the cleanliness and sanitation of all front end areasStocks check stands with bags and other suppliesAssigns check stands to scheduled associatesEnsures breaks and lunches are given to front end associates and coverage is maintainedFollows procedures for opening and closing the storePerforms overrides as neededAssists with checking and bagging as neededEnsures all cashiers are using appropriate wording when offering the Foodie Club Card to customersEnsures all cashiers are promoting Foodie Club Card to every customerMonitors cashier production to see percentage of customers using Foodie Club per cashierEnsures checkers and courtesy clerks are following procedures and providing exceptional customer serviceHandles refunds and exchanges for customersAudits and verifies tills throughout the day and at store closingHandles customer complaintsAssists customers with questions and finding items throughout the storeEnsures "go-backs" are completedEnsures pricing accuracy for items that are scannedHandles money and gives accurate change to ensure a balanced till at the end of their shiftProvides exceptional customer service to every customerUnderstands and applies Harmons' policies for checks, gift cards, WIC checks, etc.Teaches, mentors and educates front end associates to help them be successful members of the teamActive member of the Safety Committee which helps ensure the safety of both Customers and AssociatesProvides honest, direct and constant feedback to front end associates regarding their performance and areas of improvementCommunicates openly and frequently with the Lead Customer Service Manager and Store DirectorAssists as needed to ensure the success of the store as a wholeMARGINIAL DUTIES & RESPONSIBILITIES:Performs other job-related duties as assigned.NATURE OF WORK CONTACTS:Consistent and daily interaction with store associatesConsistent and daily interaction with customersTRAINING & QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Desired knowledge, skills, and abilities:A high school diploma or GED preferred; or any combination of education, experience, and training which provides the following knowledge, skills, and abilities:Basic math skills used for making change10-key skillsAbility to interpret policies and proceduresExcellent organization and planning skillsMust possess solid communication skills, including verbal and listening skills in order to effectively and efficiently communicate with customers and fellow associatesAbility to appropriately and professionally handle conflictMust possess the ability to accept constructive review and be accountable for one's own success as well as the success of your teamRequired to make logical, significant decisions using general, recognized skills and techniquesMust possess integrity, a positive attitude, be mission-driven, and be self-directed with a demonstrated passion for Harmons' mission and commitment to working collaborativelyContinually strives to be product minded, customer minded, personnel minded, detailed, consistent, and forward focusedAbility to work weekends, evenings, and holidaysPHYSICAL/SENSORY DEMANDS:The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Work is generally performed in a safe and comfortable store environment with the possibility of frequent exposure to hot or cold conditions. While performing the duties of this job, the associate is regularly required to grasp, push, pull, carry, stoop, twist, crouch, and reach; perform tasks requiring repetitive motion and eye, hand, and foot coordination; hear and respond to customer inquiries. Also requires standing, walking, and bending throughout the entire work day and the ability to maneuver heavy objects weighing up to 30 pounds from location to location.