Customer Service Manager

About This Role

Managing the front end of a store, including hiring, training, and developing associates, is the primary purpose of this role. The Customer Service Manager supports store operations to meet financial and sales goals, builds associate and customer relations, and promotes a strong company culture.

Responsibilities

• Manage the Front End, including hiring, training, and developing associates
• 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 Guiding Principles, Core Values, Vision and Strategy
• Support the achievement of budgeted financial and operating results
• 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), and business information systems
• Perform duties that ensure department appearance, quality, variety, workplace safety, food safety and department sanitation are consistently maintained
• Ensure Front End schedules are written to provide extraordinary customer service at all times
• Maintain all register and Front End equipment and place service calls in an efficient manner which doesn’t stall the execution of delivering a fast and easy check out experience
• 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 and ensure that inventory is 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), Training Packet and Training Aid courses
• Provide recognition of accomplishments and offers constructive counseling when necessary as it relates to achieving customer satisfaction and service while building store sales
• Perform all other duties as assigned

Requirements

• 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

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Important Details

• Expected hours: 40.0 per week

About the Company

Food Lion supports the management and duties of store operations.