Front End Manager

Description

DUTIES & RESPONSIBILITIES

• Ensures a high level of customer service is maintained throughout department including the Co-op Services Desk.
• Responsible for Customer Service training based on results from customer feedback and Mystery Shops.
• Demonstrates leadership skills at all levels and leads by example.
• Ensures Co-op Services Desk staff is knowledgeable about products, services, and resources.
• Identifies trends in customer service successes and challenges. Communicates with all applicable departments and team members to enhance an environment focused on customer service improvement.
• Maintains systems to ensure timely, effective, consistent, and thorough communication to all staff:
• Ensures staff are informed of department and individual performance with respect to measurable goals (margin, weekly sales, loss prevention, etc.).
• Ensures staff are informed of storewide or departmental news, policy or procedural changes, and upcoming events.
• Regularly provides performance feedback to staff.
• Conducts timely staff performance evaluations.
• Takes corrective action as needed following established policies. 
• Primary contact for owner drives, equity drives and donations.  Manages and holds accountable Co-op Services Desk and Front End staff to promoting owner/equity drives and donations.
• Addresses customer service concerns as they occur and reviews, signs-off and transfers Make it Right Forms to Store Manager.
• Oversees the collection, research, and response to customer feedback, suggestions, and complaints.
• Assists the Store Manager in the planning phases of the budget process for the Front End.
• Works to develop and achieve departmental goals to support overall Co-op Services Desk and Front End financial goals.
• Administers monthly check-ins with Co-op Services Desk and Front End staff and awards points and rates performance accordingly.
• Writes and approves schedules for Co-op Services Desk and Front End staff.
• Responsible for handling Time off Requests and the PTO calendar.
• Manages employee conflict and follows correction action process when necessary.
• Participates in departmental and staff meetings on a regular basis.
• Reviews and approves Community Board postings.
• Orders all recycling program materials including CFL lamp and battery buckets.
• Creative in developing additional services that the Co-op Service Desk can offer to customers.
• Communicates the feedback from employees on a weekly basis to managers on what they are hearing from customers.
• Consistently meets or exceeds goals for labor, owner drives and expense control.
• Provides attentive, timely, and friendly service to all at all times.
• Builds and maintains customer satisfaction with the products and services offered by the co-op.
• Others duties as assigned.

Requirements

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES

• Bachelor’s degree or equivalent experience.
• A minimum of four (4) years’ experience in a retail environment. 
• A minimum of one (1) year’s experience and familiarity with natural foods.
• Supports the co-op’s core values and aligns with the Co-op Code of Conduct.
• Adapts readily based on evolving co-op needs or in response to feedback.
• Maintains composure in highly stressful or adverse situations.
• Computer proficiency and familiarity with POS systems preferred.

ENVIRONMENTAL & PHYSICAL DEMANDS

• Flexibility to work any shift, including mornings, middays, evenings, weekends.
• Ability to retrieve carts from parking lot and return to store corral.
• Ability to work in varying temperatures and weather conditions.
• Ability to stand or sit for long periods at a time.
• Ability to work in varying temperatures (approximately 20°F – 90°F).
• Ability to bend, stoop, reach, kneel, twist, and climb.
• Ability to lift 50 pounds unassisted.
• Consistent and reliable access to transportation.

Salary : $56,000 - $65,000