Description

Front End Shift Lead provides prompt customer service to both internal and external customers while maintaining a safe and hazard free work environment with a goal of zero employee accidents. Daily duties will include providing prompt, friendly, and knowledgeable service to customers seeking information on membership or any other question, as well as helping to keep the department fully and attractively stocked. Additionally, the Front End Shift Lead will be responsible to help support, coach and delegate to staff in order to ensure efficient department operations.

Cashiering, Customer Service and Accuracy

• Helps coordinate tasks for cashiers and customer service when there are no customers to serve
• Ensure procedures and policies are completed accurately by Front End and store department staff
• Ensure floor operational procedures (i.e. opening and closing) are followed according to guidelines
• Accurately and efficiently operate cash register and process customer payment
• Make change and issue receipts to customers
• Call for back-up as needed to minimize wait time for customers and bag customer purchases as needed
• Discuss membership benefits with non-members and register new member-owners according to procedures
• Process returns for customers following established criteria outlined in Store Return Policy
• Accurately process Point of Sale transactions, answer telephone calls and direct calls to appropriate person
• Prepare special order requests and communicate special events to customers
• Register participants for sponsored classes, seminars and events
• Troubleshoot register problems and inform Front End Manager of equipment problems

Business Leadership and Communication

• Participate in on-the-job training of new employees, helping to ensure they are properly trained
• Provide feedback for employee performance to Front End Manager
• Take an active role in coaching employees to success in their job by using Open and Direct Communication
• Help find coverage for shifts vacated due to absence/illness. Cover shift if no replacement is found
• Ensure the department operations are running efficiently in absence of the department manager
• Proactively and continually seek and implement innovative solutions to increase quality, value, service and efficiency for our members and customers.
• Treat people with dignity and respect and behave ethically with integrity at all times; tolerate no less from others

Business Operations, Safety and Compliance

• Alert Management of theft or other emergencies
• Keep registers - shelves, counters, aisles, backstock -- in clean, orderly condition
• Remove trash promptly, clean up spills, sweep floor as needed
• Ensure grocery carts are collected from the corral regularly
• Keep department equipment in working order and advise Front End Manager of equipment problems
• Attend Front End staff meetings and other assigned training requirements
• Identifies self as employee by being in VNF attire and nametag
• Perform any other duty as assigned by Management Team

Requirements

Mandatory Qualifications:

• English proficiency. Strong organizational and communication skills (spoken, listening, & written)
• High ethical standards with personal integrity
• Ability to meet deadlines, coordinate projects and work varied hours and days
• Previous customer service and cash handling experience; familiarity with POS systems
• Excellent time management, organizational and communication (verbal, listening, and written) skills
• Detail oriented and able to multi-task and remain flexible to the changing needs of the business
• Regular, predictable attendance

Preferred Qualifications:

• Ability to influence others, drive innovation and change while confronting and resolving conflict positively
• Previous supervisory experience (1-3 years progressive)
• Strong critical thinking and problem solving skills
• Proficiency in MS Office Suite
• Familiarity with natural foods, grocery industry or cooperatives

Physical Demands:

• Ability to lift/push/pull/carry up to 10 pounds frequently, 20 pounds occasionally
• Manual dexterity with ability to reach, grasp and perform repetitive motions with hands, wrists, and fingers for extended periods of time
• Close-to-mid-range visual acuity to operate cash registers and focus on and/or read data and words on a computer monitor for extended periods of time
• Ability to stand and walk for extended periods of time
• Ability to climb ladders, kneel, crouch, and bend occasionally required

Reports To: Front End Manager

Supervises: Employees scheduled on shift, no exclusive authority

Department, Status and Salary: Front End, Part or Full Time, Hourly (At-Will)

Valley Natural Foods Core Competencies

• Adaptability/Flexibility/Dependability
• Communication/Listening Skills
• Customer Service/Customer Focus
• Integrity/Ethics
• Sense of Urgency/Productivity
• Teamwork/Interpersonal Skills
• Work Environment/Safety/Job Knowledge

Position Specific Competencies

• Decision Making/Judgment
• Product Knowledge
• Quality

The information above is intended to describe the general nature and level of work being performance by people

assigned to this work. This is not an exhaustive list of all duties and responsibilities. VNF management reserves

the right to amend and change responsibilities to meet business and organizational needs as necessary. This is

not an employment contract and does not interfere with MN’s Employment At Will Law.