Customer Service Manager

The Customer Service Manager duties include but are not limited to providing genuine customer service, supervising and managing the front-end team, direct and coordinate effective training, enforce front end policies and procedures (including safe and cash accountability), labor control and working in a safe manner. 

• →Delivers superior guest service and ensure absolute customer satisfaction
• →Lead and motivate front end staff to ensure they are giving the best customer service possible
• →Learns and uses the GUEST program
• →Greet Customers. Be sincere
• →Use a smile. Project a friendly manner
• →Engage the customer in casual conversation
• →Show respect toward customer’s purchases
• →Thank them
• →Maintains cleanliness on the front end including check lanes, service desk, carts and cart vestibule area
• →Understands all aspects of the cashier position including produce identification
• →Responsible for company assets including safe funds, bank deposits, and cash accountability
• →Monitors front end transactions to ensure proper handling of product  
• →Is accountable for services handled at the service desk             
• →Answers incoming calls using proper phone etiquette
• →Works closely with all departments, communicates customer feedback 
• →Develops and implements weekly schedule for the front end using weekly store projections                           
• →Monitors front end coverage and makes adjustments for customer volume                          
• →Enforces company audit policy                        
• →Interviews and hires
• →Trains and coaches frontend team as needed                              
• →Recommends Associates for advancement or special recognition                           
• →Controls and monitors cashier and bookkeeping over/shorts                   
• →Is attentive to Bottom of the Cart                     
• →Works towards achieving company items per minute standards                               
• →Review labor and bookkeeping reports and take appropriate action                       
• →Review refund logs for proper authorization and balancing                      
• →Ensures compliance with Government Regulations regarding link card, WIC, weights and measures, Health Department regulations and purchase of tobacco, liquor and lottery products                
• →Control store expenses through proper ordering of front end supplies, merchandising, care and maintenance of front end equipment.                          
• →Ensures compliance to Western Union Anti-Money Laundering act by monitoring and reporting suspicious activity
• →Follows all store and department policies and procedures
• →Follows safety policies and procedures; is a safety role model
• →Other duties as assigned by supervisor 

• →Directly supervises a varied number of Associates in the Front End. 
• →Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• →Responsibilities include interviewing, hiring, and training Associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining Associates; addressing

complaints and resolving problems.

• Customer service skills
• Genuine
• Leadership skills
• Honesty/Integrity
• Money handling skills
• High Energy Level
• Ability to multi-task                                                                                                                                      

• High school diploma or general education degree (GED);
• One to three months related experience and/or training;
• Or equivalent combination of education and experience. 

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 
• Write routine reports, business correspondence and procedural manuals. 
• Speak effectively before groups of customers or Associates of organization. 

• Basic math concepts (addition, subtraction, division, multiplication), percentages and sales per associate hour 

• There are no required certifications, licenses, or registrations. 

• Slip resistant shoes with closed toe and heel
• Ladder
• Stepladder
• Uniform per store policy

Regularly (Over 2/3 of the time)

• Stand
• Walk
• Use hands to finger, handle, or feel
• Reach with hands and arms
• Stoop
• Kneel
• Crouch
• Communicate with associates and customers
• Lift and/or move up to 15 pounds

Frequently (Between 1/3 to 2/3 of the time)

• Overhead lifting
• Climb
• Balance
• Lift and/or move up to 25 pounds           

Occasionally (Less than 1/3 of the time)

• Sit
• Crawl
• Smell
• Lift and/or move up to 50 pounds

Vision

• Close
• Distance
• Peripheral
• Depth perception
• Ability to adjust focus
• Ability to distinguish colors 

Occasionally

• Risk of electrical shock
• Outdoor weather conditions from exterior doors
• Chemicals while cleaning

Noise Level

• Moderate 

PAY RANGE (depends on industry experience)

BENEFITS (eligibility based on full-time/part-time status)

• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• Life Insurance
• Voluntary Benefits
• Paid Time Off
• Retirement Plans
• Employee Assistance Program

**Niemann Foods Management retains the discretion to add to or change the position requirements at any time.                                                     

**Position requirements may vary by store location