SSD Store Support Associate

The job summary of the Customer Service Assistant Department Leader is to support Department Leader to

motivate, coach, inspire, train and direct the customer service team on the best ways and approach to relate to

customers as they attend to their needs. The Customer Service Assistant Department Leader ensures that the

entire store is always providing customers with a pleasant time and place through the best possible service and

a safe and secure store, based on the corporate principle of "The Customer Matters Most".

ESSENTIAL DUTIES (responsibilities include, but are not limited to)

The Customer Service Assistant Department Leader provides high quality customer service to customers to

ensure smooth flow of inquiries and complaints through effectively managing a team made up of customer

service employees. In charge of Customer Service Department in the absence of Department Leader.

Customer Service:

• Ensure all the employees greet and interacts with customers in a courteous and professional manner
• Interacting with customers and handling customer queries and complaints in a timely manner
• Helps solve problems that affect the store’s efficiency, service and productivity
• Always ensuring the satisfaction of customers
• Informs customers of all services and specials we can provide them
• Support customers to checkout smoothly with registers/Self Checkout
• Help prevent customers making long lines at the register and encourage them to use Self Checkout
• Process online orders
• Ensures that all customers are taking care of by assisting them in finding products around the store
• Ensures that employees are constantly trained on Customer Service practices
• Ensures that all employees are trained according to The Source philosophy, “The Customer Matters

Most”

Personnel Management:

• Overseeing the daily operations of the customer service department
• Help support Department Leader for the selection, training, coaching and development of effective

staff for the Customer Service Department

• Exhibits excellent Customer Service skills at all times
• Oversees staff accomplishing department goals
• Assists store associates with guidance, assistance and information
• Ensures that all customer service associates are customer focused and are demonstrating excellent

customer service at all times

• Support Department Leader to perform Corrective Actions as needed following established policies
• Creates Incident Reports for customers and employees, as needed
• Help customer service team members to reach their goals
• Delegate different customer service duties to team members to ensure a faster and smoother flow of

operation through division of labor

• Maintains good communication with store management, associates and suppliers/vendors
  • Under the direction of the Store Manager/Assistant Store Manager, help support the Customer Service

  Department Leader to lead theteam to ensure the success of Customer Service Department’s goals in

  revenues, expense, profitability, customer satisfaction, inventory shrinkage, and employee morale

  Product Management:

  • Preparing promotional materials and displays
  • Organizes and stocks Customer Service area per store’s layouts, planograms and standards
  • Verifying ads, hanging current sale signs, and removing out-of-date sale signs
  • Ensures proper pricing and signing of products
  • Pulls short date or low-quality items and follows established procedures for recording and disposing of

  them

  • Labels items accurately with price tags or signs. Reports price discrepancies to Department Leader
  • Must be knowledgeable of merchandise placement and location
  • Drive customer service excellence to every aspect of the store, including store appearance, display of

  merchandise, product placement, store layout, and selling procedures

  Operation and Maintenance:

  • Assist in the opening and closing of cash registers
  • Serve as the middleman between the Department Leader and the customer service team members to

  ensure smooth communication and settling of grievances that may arise in the course of work

  • Maintains cleanliness of work area, storage area, and shop floor
  • Ensures a safe and secure work environment
  • Create better modes of operations to make customer service easier for both team members and

  customers

  • Works various shifts, days or nights as assigned by Store Management / Department Leader in

  accordance with the Company’s business needs

  • Ensures that all equipment and appliances needed by the customer service team members are available

  and in good condition to enable smooth flow of operations and customer satisfactions

  • Ensures That Customer Service Store Associates are keeping clean all Customer Service areas according

  to Company cleanliness standards

  • That all Customer Service Associates are trained and kept informed of safety department policies and

  procedures including Marukai Corporation Safety Standards

  • Other tasks as assigned by Department Leader / upper management

    Cross Training:

    As a member of the company, s/he exemplifies teamwork and is open to and willing to be trained and step in

    when needed in all similar skilled areas for filling and development opportunities and is willing to be trained and

    step in when needed.

    Safety, Loss Prevention and Procedural Compliance:

    Follows Company guidelines for managing confidential information, customer satisfaction and

    supervising store personnel

    Follow safety practices such as: washing hands, using a pair of gloves, wearing a clean uniform per

    shift, no jewelry to be worn at any time, wear hair covering, trim and clean fingernails often

    Under the direction of immediate supervisor, administers IIPP Procedures, Safety Program and

    Procedures

    Assists immediate supervisor in Loss Prevention in curbing internal and external theft

    Ensures satisfactory maintenance, appearance and condition of assigned facilities to comply with

    security, safety and environmental codes and ordinances

    Enforces compliance with all local, state, federal regulations and company policy pertaining to safety and

    loss prevention

    Complies with all Health Compliance and Customer Service Regulations

    Complies with all OSHA requirements