JOB DESCRIPTION

Count on me – We know what to do, we make it easy, we do our part and we care!

Job Title: Customer Service Manager

Success Factors Job Code: 1300548

Department: Front End

Reports To: Store Manager

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

Job Type: Full-time

Pay: $18.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• No experience needed
• Under 1 year

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Ability to Commute:

• Johns Island, SC 29455 (Required)

Work Location: In person