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Brookshire Grocery Company · 17 hours ago

Customer Experience Team Leader

Emory, TX

Full-time

Onsite

Entry, Mid Level

2+ years exp

Brookshire Grocery Company (BGC) is a community-focused organization operating over 215 stores across Texas, Louisiana, Arkansas, and Oklahoma. The Customer Experience Team Leader supports upper management in leading front-end operations and staff to promote high levels of engagement and customer satisfaction while ensuring compliance with company policies and training staff effectively.

Retail

Responsibilities

Works in conjunction with upper management to train and develop partners; plan, assign, and direct work; and address complaints and resolve problems

Provides friendly and customer service-oriented attitude by greeting customers, answering questions, and responding to customer complaints. Addresses front end procedural issues brought to attention by cashiers and courtesy/utility clerks. Displays exemplary customer service, acts as a role model for partners, and enforces customer service standards

Ensures accuracy of front end procedures and proper execution of all compliance measures

Supports the training of front end staff on policies and procedures related to customer service, product codes, cash handling/tender procedures, use of scanners and bagging protocol. Monitors and evaluates performance through observation and written or on-the-job testing

Frequently required to open/close store. Ensures the store is presentable for the customer shopping experience; makes certain adequate staff is available; ensures safety, responsiveness, and fiscal management of cash and monetary assets

Follows proper shrink management by following guidelines, identifies risks, and implements proper controls

Maintains clean, safe, and sanitary working and shopping environment by adhering to Company safety procedures

Follows Company regulations and food safety standards for freshness, safety, refrigeration, and sanitation are met within front end of store operations

Checks inventory on trucks, unloads products, and ensures accuracy of inventory, product ordering, and associated paperwork

Qualification

Customer serviceStaff trainingStore operationsCash handlingSAPCommunication skillsOrganizational skillsTime managementLeadershipDetail-oriented

Required

Minimum 18 years of age required

Partners must be 21 years of age or older to drive for Company business in accordance with the BGC Business Driver Policy

High school Diploma or GED and two or more years of related experience; or an equivalent combination of experience and/or higher education required

Health Insurance Portability and Accountability Act (HIPAA) certification required

TABC/LACT/AATC certification required where applicable

Manager Food Safety certification required

AML certification required

Fuel Operator C Training required where applicable

Intermediate knowledge of store operations required

Intermediate understanding of Company checkout policies and procedures

Intermediate knowledge and compliance of state laws regarding the sale of alcohol, tobacco, and lottery, as applicable

Intermediate knowledge of anti-money laundering and other government regulations relating to monetary transactions

Intermediate knowledge of cash register

Intermediate knowledge of on-site fuel station procedures, if applicable

Basic knowledge of SAP for reporting purposes

Basic mathematical skills

Strong organizational and time management skills

Ability to effectively communicate (in written and verbal form) with customers and partners

Ability to remain professional and courteous with customers at all times

Ability to lead and motivate others

Ability to carry out short-term strategic objectives aligned with Company initiatives

Ability to prepare reports and business correspondence

Must be detail-oriented

Ability to learn new processes and transfer knowledge to others

Ability to perform basic Microsoft Office functions

Ability to multi-task and work in a fast-paced environment

Ability to work safely with sharp objects such as knives, box cutters, etc

Ability to use precision and non-precision hand tools

Ability to maintain high levels of confidentiality regarding sensitive information

Ability to work flexible schedules including nights, weekends and holidays

Must be attentive to potential hazards and remedy or place appropriate warning signs or devices around or near the hazard as soon as is reasonably possible

Must report any potential hazards that cannot be immediately remedied to a supervisor