Job Title: Front-end Shift Supervisor Department: Front-end Reports To: Customer Service Manager FLSA Status: Nonexempt Summary This is a management-in-training position. This position is important because the Front-end is what customers see when they arrive and when they leave our stores. This makes the first and lasting impression on all who visit Bristol Farms. Because of this, the Front-end Shift Supervisor must be enthusiastic, have strong communication skills and extraordinary people skills. He/she must know how to keep morale high among the Front-end staff; serve the customers to develop and retain repeat business; keep the Front-end clean and up to par with Bristol Farms standards and lastly create an environment that’s welcoming, warm and friendly. Key traits and skills necessary to perform this job successfully are: Good listening skills, leadership skills, applied empathy; must be self-motivated, supportive, and possess a sense of urgency in all duties assigned. Essential Duties and ResponsibilitiesThe Front-end Shift Supervisor assists the Customer Service Manager with supervision and coordination of activities of Front-end employees. Responsibilities include assisting with planning, assigning, and directing work; rewarding and disciplining employees; addressing complaints and resolving problems. He/she is also responsible for carrying out the duties listed below (other duties may be assigned): Leads by example; models correct behavior and adherence to company policies and procedures. Required to perform all duties of a cashier & courtesy clerk. Operating a cash register is first priority. Packages and handles customers’ groceries according to their preference - paper, plastic, or both. Offers/assists Customers with carry out service. Collects shopping carts from inside the store and from the outer perimeter of the store, parking lot and any other areas where needed. Keeps Floral Department free of hand baskets and shopping carts. Required to keep work area neat, clean, & organized. Adheres to & enforces policies set forth in the employee handbook. Follows & enforces liquor and tobacco laws implicitly, in every regard including, but not limited to the verification and authenticity of valid, acceptable identification. Is responsible for ensuring that all alcohol purchases are made by persons aged 21 and older & tobacco purchases are made by persons aged 18 and older. Verifies proper identification of customers who appear to be under the age of 30 that are making an alcohol or tobacco purchase. As mandated by California state law; Cashiers who sell alcoholic beverages must be18 years old or older. Assists with the training & development of employees on store policies, department procedures, and job duties. Listens to customer complaints, examines returned merchandise, and resolves problems to restore and promote good public relations. Follows and implements correct accounting procedures for all voids, returns, exchanges, & department transfers. Assists cashiers and courtesy clerks as needed. Responsible for approving checks in accordance to company check cashing policy. Follows and enforces Bristol Farms Employee Discount Card guidelines & other specified policies. Performs cash register audits as required & reports results to Store Director. Ensures that all opening and closing procedures are performed. Procedures include but are not limited to: auditing safe; assuring equipment is in good, working order; stocking check stand area with bags, register receipt tape, etc.; setting up individual daily schedules, setting up all audit sheets. Assures that all necessary paperwork is completed during shift. Responsible for accurate counting, balancing, and securing of change drawer, safe, assigned cash register and “pick-ups” & “loans” to cashier’s registers. Keeps the Customer Service Manager informed of all Front-end concerns. Responsible for keeping the Front-end clean and appealing to the customers. Assists in “trouble shooting” for problems with Front-end equipment. Maintains candy inventory on Front-end merchandisers which may include ordering, receiving, stocking, and merchandising. Assures that all ordering, receiving, stocking, and merchandising are performed properly and in a timely manner. Communicates with Customer Service Manager on status of supplies and ordering needs. Follows & enforces safety work standards and reports any safety hazards to the Store Director. Responsible for enforcing Bristol Farms established Customer Service policies and guidelines. Serves customers with a smile and willing attitude. Assures high sales through establishing relationships with customers to ensure repeat business. Availability requirements include; but are not limited to; days, evenings, weekends and holidays. At all times, meets and exceeds Bristol Farms standards in accuracy, service, appearance, quality, and cleanliness. Supervisory ResponsibilitiesDirectly supervises 8-18 employees in the Front-end Department. Carries out supervisory responsibilities in accordance with Bristol Farms policies and applicable laws. Customer Service Skills Front-end Shift Supervisors are expected to provide customer service that is extra ordinary and exceeds the expectations of our customers. They are required to follow established policies and guidelines that go beyond simply smiling and greeting customers. Going above and beyond encompasses attitudes, respect, and flexibility. Front-end Shift Supervisors are expected to have a positive “can-do” attitude; to treat others with respect; and easily adjust to changes in the work place. Education and/or ExperienceHigh School diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience. Language SkillsAbility to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Knowledge of EnglishThis is a customer service driven position. The candidate must have the ability to speak, read and understand English fluently. Ability to listen to all complaints, suggestions, comments and implement those that work. Mathematical SkillsAbility to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, interest, percentages and volume. Reasoning AbilitiesAbility to apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form. Ability to resolve conflicts in such a manner so as to create a win-win situation. Ability to analyze a variety of situations, think through to a solution and implement the solution. Physical DemandsWhile performing the duties of this job, the employee is regularly required to stand for long periods of time; walk; frequent use of wrists, hands to finger; handle, or feel objects, tools, or controls; talk or hear; and taste or smell. The employee frequently is required to reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and /or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Work EnvironmentThe noise level in the work environment is usually moderate.