What are the responsibilities and job description for the Customer Service Department Leader/Assistant Department Leader position at MARUKAI CORPORATION?
About the Role
We are seeking a motivated and responsible individual to join our management team as a Customer Service Department Lead / Assistant Lead. In this role, you will help oversee daily operations, support staff, and ensure that our customers receive excellent service. You will work closely with store leadership to maintain smooth department functions and promote a positive customer experience.
Key Responsibilities
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Lead, train, and support Customer Service team members.
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Assist with scheduling, delegating tasks, and monitoring daily operations.
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Handle escalated customer concerns with professionalism and care.
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Ensure company policies and service standards are followed.
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Monitor department performance and provide feedback to improve efficiency.
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Help with onboarding new employees and providing ongoing training.
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Maintain accurate records (returns, exchanges, cash handling, etc.).
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Collaborate with other departments to ensure smooth store operations.
Qualifications
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Previous customer service experience required; leadership or supervisory experience preferred.
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Strong communication and problem-solving skills.
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Ability to motivate and guide a team in a fast-paced environment.
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Basic knowledge of scheduling, reporting, or store systems (POS, Excel, etc.).
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Flexible availability, including evenings, weekends, and holidays as needed.
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Bilingual skills are a plus.
What We Offer
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Competitive pay, based on experience.
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Leadership growth opportunities within the company.
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Employee discounts and [insert benefits offered].
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Supportive and team-oriented work environment.
To support operational excellence and employee development, this role includes cross-training and collaboration across departments. Team members may be assigned tasks outside their primary area
ESSENTIAL DUTIES in Customer Service Department (responsibilities include, but are not limited to)
- Providing premier customer service, including greeting them and responding to questions to all customers and staff
- Responds quickly and in a friendly manner to customer inquiries and complaints
- Engaging in suggestive selling and other sales techniques
- Ability to bag merchandise
- Assists in returning shopping carts and baskets to designated areas
- Reports all irregular issues and problems to the Store Manager for solutions
- Exceeds Customer Service Department’s sales goals assigned through the efficient execution of Company policies and procedures
- Opens & closes assigned cash registers
- Counts opening and closing cash and other transactions for assigned register
- Scans merchandise purchased
- Checks customers’ coupons and applies to purchases
- Checks coupons for expiration dates and validity
- Checks IDs for tobacco and alcohol transactions
- Processes purchases quickly and efficiently
- Process returns and credits customers utilizing the Company’s return policy procedures
- Conducts transactions professionally
- Works various shifts, days or nights as assigned by Store Manager in accordance with the Company’s business needs
- Organizes and stocks Customer Service display areas per store’s layouts, planograms and standards
- Setting up and maintaining the condition of the Customer Service Section according to company standards
- Proactively supports any promotional activity within the store and contributes to an effective working environment
- Ensures that all Customer Service products are in its right place, so employees and shoppers can find what they need quickly and easily
Customer Service:
- Providing premier customer service, including greeting them and responding to questions
- Engaging in suggestive selling and other sales techniques
- Meets or exceeds Department’s sales goals assigned through the efficient execution of Company policies and procedures
- Maintains cleanliness of work area, storage area, and selling floor
- Ensures a safe and clean work environment
- Cross Training:
- Store Support Associates exemplify teamwork and are open to and willing to be trained and step in when needed in all departments and similar skilled areas for filling and development opportunities.
QUALIFICATIONS:
- High School Diploma or GED equivalent preferred
- Must be 18 or older to use sharp knives, use ladders, scaffolds or their substitutes, substitutes above 6 feet in height, and to operate or assist in operating power-driven machinery or equipment.
- Must be able to use job related equipment such as a stepping ladder and dollies
- No experience required, but a minimum of 1-2 years of work experience in a similar work environment is preferred
- Previous experience as a Retail Associate, Cashier, or Grocery Clerk is preferred
- Must be able to lift up to 20 pounds without aid
REQUIREMENTS
- Able to deliver friendly, courteous, prompt customer service
- Able to read, write, and do simple math problems
- Able to interpret, understand and follow instructions
- Ability to effectively communicate and respond to questions from the general public and management
- Ability to interact with all levels of management
- Must be able to operate pallet jack, scissor lift, baler, compactor and scrub machine
- Possess a food handling license or the ability to acquire one
To support operational excellence and employee development, this role includes cross-training and collaboration across departments. Team members may be assigned tasks outside their primary area
Marukai is an Equal Opportunity Employer and participates in E Verify.
Employee Benefits:
- up to 20% discount at all Tokyo Central stores
- Up to $700 Tokyo Central store gift certificates for all new hire hourly employees
- Benefits available – Including medical, dental, vision, and 401
- Fulltime employee Paid Time Off plan
- and more