JOB DESCRIPTION

Count on me – We know what to do, we make it easy, we do our part and we care!

Job Title: Customer Service Manager

Success Factors Job Code: 1300548

Department:  Front End

Reports To: Store Manager

Primary Purpose:

Support the management and duties of store operations to meet financial and sales goals. Build associate and customer relations and promote a strong culture in support of Food Lion Strategy. Maintain solid communications with the management team, all associates in the store and throughout the organization.

Duties and Responsibilities:

• Manage all Front End operations including Service Center, Self-Checkout and Food Lion To-Go , if applicable


• Hire, train, and develop associates to meet department needs


• Supervise the performance of all duties and responsibilities of department associates; provide ongoing performance management training and conduct timely formal performance appraisals for direct reports


• Provide leadership and motivation within the store to promote a culture reflective of our Brand, Strategy and Culture 


• Support the achievement of budgeted financials, operating results and Food Lion To-Go KPIs


• Smile and maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast, easy, flexible and friendly customer service all while creating a positive shopping experience for customers


• Role model outstanding, friendly customer service and use skills and knowledge to offer solutions that meet or exceed customers’ expectations


• Control store expenses through proper ordering, care for supplies and equipment


• Understand and use company tools such as; financial reports, average cost inventory system (ACIS), scheduling, productivity, ordering (CAO), business information systems, and Food Lion To-Go applications


• Perform duties that ensure department appearance, quality, variety, workplace safety, food safety and department sanitation are consistently maintained


• Ensure Front End schedules, including Food Lion To-Go, are written per standards, to provide extraordinary customer service at all times


• Maintain all Front End registers and equipment, including Food Lion To-Go equipment, and place service calls in an efficient manner which doesn’t stall the execution of delivering expected outcomes


• Ensure all Front End cashiers review the weekly sales flyer and understands where to find key items and communicates unanticipated out of stock conditions


• Monitor shrink, ensure inventory, including money and monetary assets, are accounted for; provide coaching for associates to recognize and prevent losses


• Ensure proper control of all store funds and company assets


• Observe and correct all unsafe conditions that could cause associate or customer accidents


• Record and report all associate and customer accidents in accordance with established Food Lion procedures


• Ensures compliance with local, state and federal regulations


• Adheres to all company guidelines, policies and standard practices


• Maintains security standards


• Successfully complete Computer Based Training (CBT) and Training guide


• Provide recognition of accomplishments and offers constructive counseling when necessary as it relates to achieving customer satisfaction and service while building store sales


• Performs all other duties as assigned

Qualifications:

• A high school graduate or equivalent preferred


• Ability to lead and manage a team


• Strong understanding of store operations and merchandising techniques preferred


• Excellent interpersonal, organizational, communication and customer service skills


• Demonstrated good judgment solving problems, making decisions, handling complaints, arbitrating disputes and resolving grievances


• Ability and willingness to learn multiple tasks and technical requirements of the job


• Ability to use technical information to solve problems


• Must meet minimum age requirements to perform specific job functions


• Must be able to meet the physical requirements of the position, with or without reasonable accommodations


• Must be accredited by the National Registry of Food Safety Professionals or similar accrediting organization as a “Certified Food Safety Manager” or will be required to attend company provided training and have the ability to achieve accreditation within the first 90 days of employment; Accreditation must be maintained while employed in a position requiring accreditation

Physical Requirements:

• Ability to use computers, smart devices, and other communication systems required to perform job functions


• Ability to use hand held computers for orders, mark downs, scan outs, and inventory


• Stand 100% of the time, frequently walking short distances


• Ability to push or pull up to 2000 pounds using a pallet jack or float


• Perform repetitive hand and arm motions


• Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and approximately 100 lbs. on occasion


• Be able to handle a variety of substances associated with cleaning and packaging materials, and household cleaners


• Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level


• Meet established volume activity standards for the position


• Tolerate working in extreme hot/cold temperatures for up to 20 minutes at a time


• Have sufficient visual ability to check invoices, dates, and other written documents

08/24/2021:  Change in job code from 401 to SF job code 1300548