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Harmons Grocery · 3 months ago

Lead Customer Service Manager

Holladay, 4675 Holladay Blvd E, Holladay, Utah, United States of America

Full-time

Onsite

Senior Level, Lead/Staff

$21.31/hr - $22.81/hr

Harmons Grocery is a well-known grocery store chain, and they are seeking a Lead Customer Service Manager to ensure the smooth operation of the front end. This role involves providing exceptional customer service, training and mentoring associates, handling customer complaints, and ensuring proper coverage at all times.

E-CommerceGrocery

Responsibilities

Follows established departmental and store policies and procedures

Ensures the cleanliness and sanitation of all front end areas

Stocks check stands with bags and other supplies

Assigns check stands to scheduled associates

Ensures breaks and lunches are given to front end associates and coverage is maintained

Follows procedures for opening and closing the store

Performs overrides as needed

Assists with checking and bagging as needed

Ensures all cashiers are using appropriate wording when offering the Foodie Club Card to customers

Ensures all cashiers are promoting Foodie Club Card to every customer

Monitors cashier production to see percentage of customers using Foodie Club per cashier

Trains Customer Service Managers on resolving associate issues with the Foodie Club Card

Ensures checkers and courtesy clerks are following procedures and providing exceptional customer service

Handles refunds and exchanges for customers

Audits and verifies tills throughout the day and at store closing

Handles customer complaints

Assists customers with questions and finding items throughout the store

Ensures “go-backs” are completed

Ensures pricing accuracy for items that are scanned

Handles money and gives accurate change to ensure a balanced till at the end of their shift

Provides honest, direct, and constant feedback to associates regarding their performance and areas of improvement; assesses associate performance and influences promotion, discipline, etc

Promptly addresses and resolves associates’ concerns and/or grievances

Writes the front end schedule to ensure coverage and meet labor goals

Understands and applies Harmons’ policies for checks, gift cards, WIC, etc

Active member of the Safety Committee which helps ensure the safety of both customers and associates

Teaches, mentors, and educates front end associates to help them be successful members of the team

Provides honest, direct, and constant feedback to front end associates regarding their performance and areas of improvement

Communicates openly and frequently with the Store Director

Assists as needed to ensure the success of the store as a whole

Performs other job-related duties as assigned

Qualification

Customer serviceLeadership experienceBasic math skillsConflict resolutionCommunication skillsOrganizational skillsDecision making

Required

High school diploma or GED preferred; or any combination of education, experience, and training which provides the following knowledge, skills, and abilities

Basic math skills used for making change

10-key skills

Ability to interpret policies and procedures

Excellent organization and planning skills

Solid communication skills, including verbal and listening skills in order to effectively and efficiently communicate with and manage diverse groups of people

Ability to appropriately and professionally handle conflict

Ability to accept constructive review and be accountable for one's own success as well as the success of your team

Required to make logical, significant decisions using general, recognized skills and techniques

Integrity, a positive attitude, be mission-driven, and be self-directed with a demonstrated passion for Harmons' mission and commitment to working collaboratively

Continually strives to be product minded, customer minded, personnel minded, detailed, consistent, and forward focused

Ability to work weekends, evenings, and holidays

Cashier and leadership experience are required