Customer Serice Manager

SUMMARY

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, gaining product knowledge and working in a safe manner while fostering the Niemann Harvest Market culture

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 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 three E’s: Engagement, Educate, Empowerment
• 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 customers 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 Front End 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

KEY ATTRIBUTES

• Passion/purpose
• Foodie/farmer
• Thirst for knowledge/curious/inquisitive
• People enthusiast/outgoing
• Genuine
• Good communicator/desire to share
• Trendy/fun
• Honest
• Techie
• Leadership skills
• Integrity
• High Energy Level
• Ability to multi-task

SUPERVISORY RESPONSIBILITIES

• 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 

EDUCATION and/or EXPERIENCE

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

LANGUAGE SKILLS

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

MATHEMATICAL SKILLS

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

CERTIFICATIONS, LICENSES, REGISTRATIONS

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

RECOMMENDED EQUIPMENT

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

PHYSICAL DEMANDS 

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

WORK ENVIRONMENT 

Occasionally

• Risk of electrical shock
• Outdoor weather conditions from exterior doors

Noise Level

• Moderate 

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

**Position requirements may vary by store location