Customer Service Manager

SUMMARY

The mission of all Tops associates is to adhere to the Tops vision of providing a friendly neighborhood store that saves the customer time and money.  The Customer Service Manager (CSM) is responsible for giving the customer a great lasting impression of the store. The CSM is the company’s goodwill ambassador and the job requires accuracy, honesty, patience and stamina.

ESSENTIAL DUTIES AND RESPONSIBILITIES

•    Cultivates and maintains Remarkable Customer Service and customer relations at the front-end, attention to associate appearance and behavior, as well as maintaining acceptable service levels Effectively trains, coaches, and mentor’s associates.

•    Reacts to all customer concerns quickly and effectively while following policies and procedures to provide the best experience possible

•    Controls store shrink by monitoring cashier product handling, cashier ringing / scanning techniques, file maintenance performance and ensuring shrink control procedures.

•    Writes or oversees writing of the schedule weekly for front-end associates and maintains proper staffing.

•    Makes certain that associates are properly informed and trained about all promotions and fundraisers.

•    Ensures that merchandise returns are fulfilled throughout the day

•    Ensures a clean and safe environment for associates and customers by enforcing proper safety, sanitation, and operations policies

•    Maintains a friendly, professional and well organized image in all areas of the front-end department including but not limited to the parking lot, vestibule, checkouts etc.

•    Finish and retain reports / logs needed for store audit and state inspection

•    Responsible for all training, monitoring and compliance of regulatory and legal aspects such as alcohol and tobacco, food stamps and WIC

•    Maintains supplies for front-end, places orders when needed and keeps inventory

•    Performs special store level tasks / projects as assigned by the store manager

MINIMUM QUALIFICATIONS

Must be 18 years of age

EDUCATION AND EXPERIENCE

•    Ability to read, write, and perform basic math functions

•    Possess basic computer skills

•    Possess strong communication skills

PHYSICAL REQUIREMENTS

EQUIPMENT USED

•    Operation of the following

•    Cash register                Telephone system

•    Scanner                Scale

•    Ladder (must be at least 18 years of age)