Manager on Duty

Please read the job description in its entirety. If you are interested in this position, complete an online application. If you are an in-house staff member, please submit a letter of interest, which should include any relevant experience or skills that are applicable to the position you are applying for, to the Human Resource Department.

FT= Full-time (30-40 hours per week)

PT= Part-time (less than 30 hours per week)

Note: There may be times when additional hours or schedule changes are necessary. Department meetings are announced when scheduled, and dates and times may vary. Department meeting attendance is mandatory.

2080 hours worked is equal to one year if you work full time (40 hours per week). Increases after 2080 hours worked occur every 2080 hours worked up to 14560 hours.

The essential duties and responsibilities of this position include, but are not limited to, the following:

Manager on Duty:

• Field customer questions and complaints that can't be resolved by other staff.
• Maintain security of store during shift. Follow established opening and closing procedures.
• Set an example for staff by following the store’s policies and procedures.
• Work with management to uphold and enforce policies; reports policy violations in a timely manner.
• Protect the store’s assets by identifying and reporting loss prevention (store security and safety) concerns in a timely manner.
• Keep store in clean, orderly condition during shift. See that spills and other hazardous conditions are cleaned up promptly.
• Troubleshoot equipment problems as needed, using established procedures.
• Initiate or facilitate appropriate action with shoplifters, disorderly customers or medical emergencies in accordance with established procedures.
• Tactfully address customer behaviors requiring manager attention.
• Document and report incidents that occur on shift using the appropriate form.
• Observe status of each department and report discrepancies, performance problems or other relevant conditions to responsible person present in the department (manager or lead).
• Communicate personnel problems in other departments to appropriate manager or lead.
• Communicate with other departments to ensure good teamwork with the front end department.
• Communicate information to MODs (Managers on Duty) working following shift.
• Assist in training of Cashiers and Baggers. Provide guidance and direction to ensure productivity and efficiency at the front end.
• Communicate Cashier/Bagger performance problems to Asst. Front End Manager - Cashiers and Baggers.
• Assist management and staff on shift with addressing and/or problem-solving employee related issues when appropriate and necessary (e.g. employee work related injury, impaired employee, call offs, etc.).
• Administer register rotation and see that cashiers get regularly scheduled breaks.
• Set example in areas of proper hygiene, personal appearance standards and behavior.
• Maintain confidentiality regarding personnel matters.

Customer Service Desk:

• Work regularly scheduled shifts at customer service desk. Set example of excellent customer service.
• Answer customer questions or refer questions to appropriate staff.
• Resolve customer complaints.
• Tactfully uphold store policies with customers. Exercise judgment about when to be flexible, taking into consideration given circumstances, store policy and past practices. Ask for assistance or follow up with Front End Managers when needed.
• Answer phone promptly and route calls appropriately. Take and route messages as needed.
• Assist job applicants.
• Take special orders and maintain special order tracking system.
• Process mail orders and coordinate deliveries in a timely manner.
• Assist customers with payments by phone and process securely.
• Maintain a neat and organized customer service desk (educational files, lost & found, etc.)
• Help train new staff members to provide excellent customer service.
• Communicate information to cashiers through cashier logbook.

Cashiering:

• Check out customer purchases quickly and accurately, using correct prices, codes and departments.
• Call for back-up as needed to minimize customer wait times.
• Provide bagging and carryout assistance to customers as needed.
• Ensure discount policies are followed.
• Ensure alcohol sales are conducted in accordance with store policy and state law.
• Assist with requests for returns. Properly route returned items and record shrink promptly and accurately.
• Perform supervisor functions on register proficiently, following established procedures.
• Assist cashiers with resolving transaction problems appropriately and efficiently.
• Document and report cashier transaction errors requiring follow up.
• Support cashiers during transaction processing interruptions. Resolve incomplete transactions afterward.
• Follow proper security procedures when handling cash and during customer interactions.

• Ensure accuracy and security of cash received through front end during shift:

• Oversee opening/closing of cashier cash drawers to ensure security procedures are followed.
• Accurately and efficiently count cash drawers and provide change for cashiers as needed.
• Approve checks or payments outside normal procedures.

• Document scanning errors to ensure prompt correction.

• Assist with curbside program as needed (e.g. shopping, customer payments via phone, etc.)

Other Responsibilities:

• Attend department and storewide staff meetings.
• Perform other tasks assigned by Front End Managers.
• Work toward the goals of the Good Food Store.

|Qualification Standards

|Position Requirements