Assistant Department Manager- Front End/Customer Care

Our team members are critical to promote Kessler’s Customer Commitment by providing Unmatched Customer Service; Unmatched Quality & Freshness; and Unmatched Presentation & Cleanliness. Our team members must be willing to provide speedy, friendly, helpful, and thankful service to our customers. If you're someone who strives to provide an unmatched experience to our guests and ensure our team is committed to the satisfaction of our customers, then we want you to join our family!

Kessler’s Grocery Store is looking for a reliable and customer-focused Front End Assistant Manager to lead the front-end operations. This position will be responsible for ensuring excellent customer service, managing front-end staff, troubleshooting POS systems, handling daily operational tasks, and maintaining a clean and efficient store environment. If you have a passion for team leadership, problem-solving, and exceptional customer service, we would love to have you on our team.

Customer Service Excellence:

• Take care of customers with the highest level of customer service, ensuring a positive and friendly shopping experience.
• Uphold and enforce Kessler’s Customer Service Platform, setting the standard for customer care across the department.
• Handle customer concerns and issues professionally, ensuring that every customer leaves satisfied.
• Process customer returns and exchanges according to Kessler’s return policy, ensuring accuracy and customer satisfaction.

Front End Operations:

• Monitor checkout lanes to minimize delays and maintain a smooth customer flow, calling additional team members when necessary.
• Make change transactions for tills and ensure accuracy in all cash handling activities.
• Ensure proper bagging procedures are followed, assisting with bagging as needed to provide a seamless shopping experience.
• Ensure timely return of shop backs to maintain a tidy and well-organized store environment.
• Operate and troubleshoot the Point of Sale (POS) system to ensure smooth transactions.
• Weigh, scan, and ring up purchases accurately and efficiently.
• Scan alcohol and tobacco purchases in compliance with legal regulations and store policy.
• Apply coupons, promotions, and discounts as needed to process customer transactions.
• Process all types of sales transactions accepted by the store, including cash, credit, debit, checks, and EBT.

Team Leadership & Training:

• Assist in and monitor new employee training to ensure they are well-prepared to deliver excellent customer service.
• Provide guidance and coaching to staff members, ensuring they adhere to store procedures and maintain high customer service standards.
• Manage staff breaks to ensure adequate staffing coverage throughout shifts.
• Take sick calls and find replacements to ensure staffing needs are met.
• Work with the Assistant Store Director to handle personnel issues and support team members.
• Maintain a positive work environment by fostering teamwork, communication, and motivation.

Operational Support:

• Conduct store-wide audits to ensure compliance with policies and standards, making adjustments as necessary.
• Ensure cleanliness and organization of the front end, including workstations and the outside lot.
• Take initiative to identify, report, and resolve problems quickly, minimizing disruption to store operations.
• Complete incident reports and corrective action reports as required to document issues and resolutions.

Closing & Shift Management:

• Responsible for closing the store 1-2 nights per week, ensuring that all closing procedures are followed.
• Handle cash and till transactions during closing, ensuring proper cash handling and secure storage of cash and receipts.
• Maintain job-related confidentiality at all times and demonstrate Kessler’s Core Values in all interactions.

Other Responsibilities:

• Perform any other duties as assigned by management to ensure the smooth operation of the front-end department.
• The duties of this position may change time to time. Kessler’s reserves the right to add or delete duties and responsibilities at the discretion of the company or its managers. The job description is intended to describe the general lever of work being performed. It is not intended to be all-inclusive.

• Previous experience in a supervisory or retail management role is preferred.
• Strong leadership, communication, and organizational skills.
• Ability to handle customer complaints and concerns with professionalism.
• Knowledge of POS systems and ability to troubleshoot system issues.
• Strong attention to detail and accuracy in cash handling and transaction processing.
• Ability to multitask and work efficiently in a fast-paced environment.
• Ability to stand for long periods and lift up to 75 pounds.
• Ability to stand, walk, bend, squat, twist, and lift.
• Must be able to work in varying temperatures depending on the store's environment.
• Must have open availability, including weekends, evenings, and holidays.