Customer Service Associate - Order Fulfillment Specialist

Company Overview

Food Lion is a leading grocery retailer in the Southeastern and Mid-Atlantic states, providing an easy, fresh, and affordable shopping experience to our communities. With over 82,000 associates serving more than 10 million customers a week, we strive to exceed customer expectations through exceptional service.

Job Description

As a Customer Service Associate - Order Fulfillment Specialist, you will be responsible for providing fast, easy, flexible, and friendly service to our customers through the achievement of Food Lion's customer service standards. You will assist the To-Go Lead in maintaining standards according to Food Lion's standard practice manual, maximize sales through excellent customer service, and exhibit behaviors that align with Food Lion's guiding principles, core values, vision, and strategy.

Key Responsibilities

• Smile, greet each customer, use name whenever possible, and provide prompt, accurate, and friendly service while engaging customers to create a positive shopping experience.
• Exhibit behaviors that align with Food Lion's guiding principles, core values, vision, and strategy.
• Ability to shop multiple customer orders using the designated tools and equipment.
• Recognize or differentiate between all types of produce carried in the store, including differences between varieties of similar classes of products (e.g., apples, lettuce, etc.).
• Substitute items when requested.
• Scan, bag, and label the purchase efficiently and accurately, while following established company policy and procedure.
• Verify all customer IDs presented and observe store policies pertaining to the sale of alcoholic beverages.
• Assist customers picking up orders.
• Complete Accountability Form from end to end process.
• Is courteous and helpful to other associates.
• Wears the Food Lion uniform with apron, complete with name badge, when on duty, has a neat and clean appearance while adhering to the Food Lion dress code.
• Controls store's expenses through proper use of store supplies such as receipt tape, bags, and cleaning supplies.
• Adheres to all company guidelines, policies, and standard practices.
• Observes and corrects all unsafe conditions that could cause associate or customer accidents.
• Notify QA of any cleaning issues or maintenance required for To-Go area and equipment.
• Successfully complete Computer Based Training (CBT) and Training Aid courses.
• Performs all other duties as assigned.

Required Skills and Qualifications

• High school graduate or equivalent preferred
• Good interpersonal, communication, and customer service skills
• Desire to work in a team environment
• Ability and willingness to learn multiple tasks and technical requirements of the job
• Must meet minimum age requirements, when applicable, to perform specific job functions

Physical Requirements

• Ability to use computers, smart devices, and other communication systems required to perform job functions
• Perform repetitive hand and arm motions
• Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. on occasion
• Pull or push up to 75 lbs. on occasion
• Be able to handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers, and household cleaners
• Stand 100% of the time with frequently walking short distances
• 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, including inclement weather
• Have sufficient visual ability to check ID cards