Front End Manager (Bay View and Milwaukee Stores)

TITLE:  Front End Manager                                             DEPARTMENT:  Store Management   STATUS: FT, Manager, At-Will, Hourly or Salaried                 REPORTS TO:  Store Manager   JOB SUMMARY: To ensure the highest level of service possible to Outpost’s internal and external customers. To ensure an organized and smoothly run front end department by maintaining the flow of operations, accurate cash handling, and front end security. To manage, motivate, and provide front end staff with the tools required to be successful in their jobs.   WORK ENVIRONMENT:  Fast paced retail floor and cash office. Work near moving mechanical parts (i.e. register belts) and in cold/hot climate conditions (i.e. outdoors). Ability to work in moderate and loud noise environments including, but not limited to: computers, paging, telephones, human voices, and machinery. Position requires working during busy retail times, which include weekends, afternoons, and evenings.     ESSENTIAL DUTIES AND RESPONSIBILITES: 1.  Customer Service Treat people fairly, consistently, and with respect. Ensure efficient, informative, and friendly service according to established customer service vision and standards. 2. Front End Manager Responsibilities Leadership Model supportive and participatory leadership qualities, promote team building and motivate staff to achieve their stated objectives. Treat staff and managers with consistency and fairness, in a style appropriate to a cooperative work environment. Ensure that communications are clear, direct, and respectful. Ensure the integrity of Outpost’s stated values in decision-making and interactions with others. Use the interest-based problem solving method to resolve issues Ensure professional and friendly service from all front end staff. Act as a model to all employees following both the union contract and employee handbook. Front End Operations Ensure that cashiers are available to check out customers with minimum waiting.  Set daily priorities for front end leadership team to ensure productive work flow.  Establish procedures to ensure accuracy and security of all cash received through front end.  Uphold money handling procedures, cashier deposit paperwork, and cashier over-short policies. Investigate and follow up on questionable transactions and drawer balances. Ensure timely and accurate daily deposits and paperwork.   Ensure all front end staff are aware of all of the changes in store policies and procedures, including policies and procedures affecting cashiers, such as price changes, specials, and new programs. Provide timely back-up when needed on the front end. Establish policies and procedures for customer service desk staff.  Train and schedule front end staff for service desk shifts. Ensure that customer service staff promptly answer the phones and refer calls to the appropriate staff. Ensure prompt service to customers at the customer service desk. Oversee and support the web store/curbside operations. Scanning Operations Ensure accurate shelf labels and signs are in place. Oversee the testing of scanning system for accuracy on each item put on sale or removed from sale status. Maintain a system of ongoing shelf verification throughout store. Ensure department managers are assisting in efficiently correcting misrings. Department Maintenance Ensure staff are trained in handling emergencies (shoplifters, robberies, accidents, fire, etc.).  Ensure that department work areas and aisles are in a clean and orderly condition and meet all Health Department requirements. Ensure proper function and maintenance of cash register equipment.  Act as a liaison with cash register company for maintenance and repair.  Advise store manager of equipment repair/replacement needs. Uphold department safety guidelines to ensure the safety of all department staff. Develop and revise department’s standard operating procedures (SOP) as needed.  Ensure staff is aware of and trained in department SOP’s.          Personnel Develop and uphold performance standards for all front end staff. Schedule front end staff according to weekly labor budget and quarterly cost of labor. Arrange for coverage of vacant shifts and fill in as needed. Hire qualified front end staff within established policies. Ensure training for all department staff.  Successfully complete training checklists with new department staff. Motivate and provide front end staff with the tools and materials required to ensure high quality and efficient job performance. Provide timely, thorough and thoughtful performance evaluations to department staff. Take corrective counseling measures and/or disciplinary action as needed for all department staff, according to established personnel policies. Ensure that department meetings are conducted to maintain effective communication with staff.          Budgeting and Planning Attend management team meetings. Work with store manager to establish goals for labor. Work with store manager to develop annual operating budget, capitol budget, and equipment needs. Develop annual labor budget according to established productivity, labor, and cost goals.