Front End Shift Leader

**Must have opening and weekend availability**

Essential Functions

To assist the Front End Manager in ensuring an organized and smoothly run Front End department by maintaining the flow of operations, accurate cash handling, and front-end security. To motivate and provide front-end staff with the tools required to ensure the highest level of service possible to the Durham Co-op Market customer.

I. Customer Service

• Offer consistent and respectful customer interactions to ensure repeat customer traffic.
• Ensure efficient, informative, and friendly service from the front-end staff according to our organizational mission and values.
• Ensure that all front-end staff receive proper training through orientation, ongoing training, and development plans as established with the General Manager.
• Provide a physical presence at the front end to offer direct customer service and immediate staff direction.
• Understand and communicate the value of the Co-op, and the particulars of ownership to customers and staff. Work to advance the mission of Durham Co-op Market through the creation of exemplary customer experience.

II. Front End Operations

• Maintain and evaluate procedures to ensure the accuracy and security of all cash received through the front end. Uphold money handling procedures, cashier deposit paperwork, and cashier overage/shortage policies.
• Ensure timely and accurate daily deposits and paperwork.
• Assist the FE Manager in ensuring all front-end staff are aware of all the changes in store policies and procedures, including policies and procedures affecting cashiers such as price changes, specials, and new programs.
• Provide timely backup when needed at the front end.
• Ensure the front-end staff promptly and courteously answer phones and refer calls to the appropriate staff.
• Operate point-of-sale machinery (cash register) and maintain in a stationary position at least 50% of the time.
• Ensure prompt service to customers by all front-end staff, instilling a sense of responsibility and promptness in all staff.

III. Department Operations and Safety

• Set daily priorities for front-end staff to ensure productive workflow.
• Ensure that staff are aware of and trained in FE operating procedures.
• Perform all other duties assigned by the FE Manager.

IV. Personnel

• Maintain standards for all front-end staff.
• Arrange for coverage of vacant shifts and fill in as needed.
• Take corrective counseling measures and/or disciplinary action as needed for all front-end staff, according to established personnel policies.

V. Administration

• Attend all-staff meetings.
• Perform other duties as assigned by the FE Manager.

VI. Other Responsibilities

• Become familiar with and able to explain membership simply, efficiently, and completely.
• Become familiar with the products carried at Durham Co-op Market and where they are located throughout the store. Gather product information from training, vendors, and experienced staff. Work shifts as assigned, informing the FE Manager of any difficulties in working assigned shifts as soon as possible.
• Arrive at work allowing enough time to clock in at the assigned time and be on the floor ready to begin work.
• Keep the supervisor informed of any problems or ideas.
• Help with other tasks as deemed necessary.

Competency

• Attention to Detail – Demonstrates accuracy and thoroughness; monitors own work to ensure quality.
• Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Teamwork – Balances team and individual responsibilities; contributes to building a positive team spirit.
• Respect for All People – Shows respect and sensitivity for cultural differences.
• Attendance/Punctuality – Is consistently at work and on time.

Qualifications

• Successful management experience.
• Experience in a customer service position and in personnel management (interviewing, hiring, training, coaching, motivation, evaluation and discipline).
• Strong organizational skills.
• Keen attention to detail.
• High level of integrity.
• Ability to manage and motivate staff.
• Ability to plan, develop, implement, and assess systems to provide for efficient and productive operations.
• Strong communication and listening skills.
• Ability to work well with others in a cooperative environment where teamwork and constant communication is essential.
• Regular, predictable attendance with the flexibility to work on short notice during all store hours (including early mornings, evenings, and weekends).
• Previous cash handling and POS experience.
• Familiarity with natural foods and/or grocery store operations.
• Demonstrated ability to follow through on commitments.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Language Skills – Ability to comprehend written instructions, short correspondence, and memos in English. Ability to write correspondence in English. Ability to effectively present information in English in one-on-one and small group situations to customers and other employees of the organization. Knowledge of Spanish is desired, but not required.

Math Skills – Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.

Physical Demands – Demonstrated ability to remain stationary for long periods and move about the inside and outside of the store; Ability to maintain work area and shopping carts. The employee must regularly move up to 10 pounds, frequently move up to 25 pounds and occasionally move up to 50 pounds. The person in this position frequently communicates with customers and other staff; must be able to exchange accurate information in these situations. Ability to adhere to store safety policies.

Other – The employee must be available to work a flexible schedule, including evenings and weekends.

Work Environment – The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The Durham Co-op Market promotes at all times mutual respect for customers and staff.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.