Roundy’s, Inc.
POSITION DESCRIPTION
POSITION TITLE: Customer Service Manager
REPORTS TO: Store Director or Service Operations Manager
________________________________________________________________________
PRIMARY OBJECTIVE:
Manages front end operations in retail store to ensure positive customer relations and accurate,
prompt checkout.
COMPANY WIDE RESPONSIBILITIES
1. Contributes toward ensuring a positive shopping environment for customers and a positive
working environment for employees.
2. Ensures proper product handling to control shrinkage and waste.
3. Follows all company, store, and department policies and procedures.
4. Complies with federal and state regulations.
ESSENTIAL RESPONSIBILITIES
Essential responsibilities include the following. Other duties may be assigned.
1. Provides friendly and efficient customer service by demonstrating sincerity,
patience and respect in all customer interactions.
2. Throughout the store, greets customers in a genuine and friendly manner. Learns
customer names and uses them respectfully in greetings.
3. Assists customers throughout the store by:
- Escorting them to products they are looking for
- Loading or unloading heavy items and assisting with products that are out
of reach
- Offering product and/or recipe suggestions and recommendations
- Responding to customers’ questions and requests in a timely manner
- Treating them as the most important people in the store
4. Sincerely thanks customers for their business and choosing our store.
5. Demonstrates teamwork to ensure customer satisfaction and a pleasant working
and shopping environment.
6. Manages front end activity to ensure positive customer relations and accurate, prompt
checkout.
- Communicates department priorities to front end staff and delegates responsibilities.
- Ensures front end policies and procedures are known and adhered to, including proper
product handling, proper tender and coupon handling, scanning error procedures, and
price checks.
- Ensures front end cleanliness, maintenance, and sanitation.
7. Develops and implements weekly work plan for front end.
- Oversees completion of the weekly schedule to plan for best customer service while
maximizing productivity.
- Monitors planned to actual and makes front end coverage adjustments to customer
volume in accordance with store target.
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8. Directs front end security procedures and monitors front end safety.
- Ensures front end security policies and procedures are known and adhered to; including
admittance to secured areas and security tape.
- Secures cash assets and performs random cash/coupon audits.
9. Assists lead customer service representative with labor scheduling, bookkeeping, and
management reports.
10. Reviews weekly management reports; checks accuracy of bookkeeping reports and
deposits; reviews voids, refunds, and daily cashier exception reports.
11. Assists with training front end staff on policies, procedures, customer service, and job
responsibilities.
12. Operates cash register; ensures proper handling of tender and coupons.
13. Orders supplies and forms for bookkeeping office; maintains office cleanliness and office
equipment.
14. Encourages teamwork through cooperative interactions with co-workers.
SUPERVISORY RESPONSIBILITIES
Directly supervises front end employees. Direct supervision responsibilities include hiring, firing,
disciplinary action, performance reviews, coaching, developing work plans, training, and
providing work direction.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or
ability required. Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.
EDUCATION AND/OR EXPERIENCE
High school diploma or general education degree; one to six months related experience or
training; or equivalent combination of education and experience.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers,
common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and
interpret bar graphs.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance
instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability
to speak effectively before groups of customers or employees of organization.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral,
or diagram form. Ability to deal with problems involving several concrete variables in
standardized situations.
FUNCTIONAL REQUIREMENTS
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While performing the duties of this job, the employee is regularly required to use the hands to
handle, finger or feel objects, tools or controls, and to talk or hear. The employee is frequently
required to stand, walk, and reach with hands and arms. The employee is occasionally required to
stoop, squat, kneel, bend, turn, or crouch. The employee must frequently lift and/or move up to 25
pounds. Specific vision abilities required by this job include close vision, depth perception, and
ability to adjust focus.
WORKING CONDITIONS
Work is performed in a retail store environment where there is regular exposure to outdoor
temperatures through the front end entrance, and occasional exposure to wet surfaces, refrigerated
storage areas, damp or humid conditions, and heated surfaces. The noise level is moderate,
consistent with a retail store environment, and does include occasional noise of power tools and
equipment.
IMPORTANT DISCLAIMER NOTICE:
Within each essential functional requirement, “Frequent” represents approximately 15% of the
work shift or at least ten repetitions per work shift; “Occasional” represents approximately 15%
of the work shift or fewer than ten repetitions per work shift. The job duties, elements,
responsibilities, skills, functions, experience, education factors, and the requirements and
conditions listed in this job description are representative only and not exhaustive of the tasks that
an associate may be required to perform. The Employer reserves the right to revise this job
description at any time and to require associates to perform other tasks as circumstances or
conditions of its business, competitive consideration or the work environment change.
Position functions may vary by store location.

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Weekends as needed

Work Location: In person