What are the responsibilities and job description for the District Customer Service Mgr position at VONS?
Position Purpose
Provide positive/proactive leadership and instruction in the area of Customer Service and Operations. Responsible for customer service experience, achievement of budget goals for labor, cash variation, and check expense in all stores. Oversee implementation of all customer service initiatives. Mentor, develop and train Store Customer Service Managers in maintaining operational excellence, maximizing sales and profits. Responsible for compliance to company policies, procedures and applications in the front end.
Key Accountabilities
PEOPLE RESPONSIBILITIES:
Indirect
Education Level:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of personnel so classified.
Provide positive/proactive leadership and instruction in the area of Customer Service and Operations. Responsible for customer service experience, achievement of budget goals for labor, cash variation, and check expense in all stores. Oversee implementation of all customer service initiatives. Mentor, develop and train Store Customer Service Managers in maintaining operational excellence, maximizing sales and profits. Responsible for compliance to company policies, procedures and applications in the front end.
Key Accountabilities
- Leads and manages total store Customer Service for their assigned districts.
- Promotes legendary service culture with Division Staff and store employees
- Direct and monitor store service performance utilizing measurement tools such as Customer CSAT, service shops, etc.
- Create a Customer Service culture and environment.
- Provide coaching and training to improve store Customer Service performance.
- Create clear objectives with commitments and accountability.
- Direct special service operations events, such as Service Challenge, area meetings, Store of the Year, etc.
- Communicates Customer expectations and opportunities
- Create Division plan and metrics to exceed customer expectations
- Measure district performance against plan and metrics
- Provides the communication interface between Store and the Division.
- Participates in Division, Area and store meetings. Provides verbal and written communication to division and store personnel.
- Train and mentor
- Plan and facilitate the ongoing development of Service Operations Managers, Retail Integrity Managers, Trainees, Service Assistants and Scan Coordinators.
- Implement and measure the Company’s Values through team building, solid training programs and communication across all departments.
- Compliance and execution
- Uphold the adherence to company policies and procedures.
- Cash management, Retail Integrity, State and Federal regulations
- Partner with Loss Prevention to address and resolve operational violations and investigations.
- Partner with the Installation Services Teams to coordinate the installation of store systems equipment within the Division
PEOPLE RESPONSIBILITIES:
Indirect
- Front End store teams
- Multiple state responsibility
- Varying types of areas urban vs rural within one Division
Education Level:
- College degree or equivalent work experience.
- 5 years’ experience in retail operations. Experience as a Store Director or Assistant Store Director with working knowledge of Front End systems helpful
- Possess a thorough knowledge of front-end work methods, fund handling and scanning procedures.
- Must have a good understanding of Company scanning and price maintenance support application systems and practices.
- Previous experience in retail store operations with a strong background in scan coordination procedures and methods, preferably with a Retail Scanning Company.
- Must have complete knowledge of front-end company policy and procedures.
- Understand the completion of store bookkeeping duties.
- Must have the ability to work with and through others to achieve results. Must work effectively in a team environment. Team and relationship building skills are required.
- Demonstrated excellent verbal and written communication skills to interface with personnel at all levels effectively. Must be able to communicate concepts, procedures, and systems needed clearly.
- Must have PC skills and desktop application (Word, Excel, PowerPoint) knowledge
- TRAVEL REQUIREMENTS: Division-wide travel, up to 70%.
- Most work is performed in a temperature-controlled office environment.
- Incumbent may sit for long periods of time at desk or computer terminal.
- Incumbent may use calculators, keyboards, telephone, and other office equipment in the course of normal workday.
- Incumbent could spend a majority of time traveling throughout the Division visiting retail units, attending hearings and arbitration, etc.
- Must have own transportation and be available for overnight travel.
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of personnel so classified.