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Hours Full-time, Part-time
Location charlotte, North Carolina

About this job

Job Title: Customer Service Manager - Food Lion

Job Location:

Primary Purpose:

Responsible for managing , achieving and maintaining service standards by delivering a customer experience that is fast, easy and flexible with associates that exhibit count on me behaviors of knowing what to do, make it easy, do their part and care. Serving as a role model for count on me behaviors and other vital behaviors and instills this value in all associates from the beginning of the customer's shopping experience until their final trip to the car. Responsible for managing customer service on the Front End and acting as a Customer Service Ambassador in all departments to achieve business goals while fostering an environment that produces high levels of customer and associate satisfaction and morale while operating the Front End according to Front End Standard Practice and in compliance with policies, security measures and regulations of Food Lion.

Maximize sales by providing extraordinary customer service and minimize shrink through proper utilization of standard practices.

Duties and Responsibilities:

1.Supervise the performance of all duties and responsibilities of all Front End Associates as it relates to our Count on me behaviors of knowing what to do, making it easy, doing their part and caring

2.Responsible for new hire orientation and 90 day onboarding process

3.Uses count on me behaviors as a filter to ensure all customers are satisfied while coaching, developing and instilling these values in all associates

4.Smiles and provides prompt, accurate and friendly service while engaging customers to create a Fast and Easy shopping experience

5.Manages the front end from the front or first touch point of customer engagement during designated hours a minimum of four days a week per Standard Practice guidelines

6.Manages and achieves Food Lion service standards

7.Maintains an efficient and productive Front End operation

8.Ability to supervise a fast paced environment and multiple functions for extended periods of time during a scheduled shift

9.Support the achievement of budgeted financial and operating results for the Front End

10.Makes effective and objective decisions regarding task priorities, utilization of supplies, budgets and equipment use and other situations where multiple factors are considered and weighed to maximize performance, productivity and results

11.Controls store's expenses through proper ordering, care and control of bags, forms, supplies, nametags, uniforms and equipment

12.Implements and follows up on training necessary to comply with regulations and policy as noted in Company Policies and the Standard Practice Manual

13.Ability to use the In-Store Computer, Food Lion applications, Storeline and including but not limited to Windows applications, wireless hand held units and email.

14.Ensures Front End schedules are written to provide extraordinary customer service at all times, especially during peak sales hours, break times, lunches, special events and holidays

15.Maintains a total understanding of Front End Standard Practices

16.Has a complete understanding of scheduling, sales, projections, wage percent, interviewing, hiring, training, company information, and all other items deemed necessary to manage the Front End

17.Understands and follows Food Safety guidelines and procedures

18.Ensures that all advertising and sales promotion materials applicable to the Front End are properly utilized

19.Observes and corrects all unsafe conditions that could cause associate or customer accidents (e.g. broken equipment or fixtures, cases stacked improperly, refrigeration cases leaking, etc.).

20.Records and reports all associate and customer accidents in accordance with established Food Lion procedures.

21.Cooperates to the fullest extent with the Store Manager in promoting increased sales and maintaining good associate relations within the store

22.Providing leadership and motivation within the store to promote a culture reflective of Food Lion's Guiding Principles, Core Values , Vision and Count on Me behaviors

23.Monitoring shrink and ensuring that inventory and moneys are accounted for; provides coaching for associates to recognize and prevent losses

24.Understanding and utilize Average Cost Inventory System (ACIS)

25.Understanding and utilize Computer Assisted Ordering (CAO)

26.Ensuring compliance with local, state and federal regulations

27.Adhering to all company guidelines, policies and standard practices

28.Provides recognition of accomplishments and offers constructive counseling when necessary as it relates to achieving customer satisfaction and service while building store sales

29.Interviews and hires Front End associates

30.On boards all store associates

31.Trains and develops the Assistant Customer Service Manager and Customer Leads

32.Ensures proper training of Office Assistants and all front end associates

33.Ensures all Front End associates operate registers and serve customers in accordance with established policies and procedures

34.Provides ongoing performance management training and conducts timely formal performance appraisals for direct reports

35.Maintains an action plan on all associates identified as not meeting the productivity standards of performance or exceeding shrink controls, implements training and accountability as needed

36.Interacting constantly with associates; ensure associates understand Food Lion's expectations and have the tools and training to be successful

37.Ensures compliance with Food Lion directives, established policies and operation procedures

38.Maintains security standards

39.Maintains proper knowledge of all cashier register functions

40.Maintains all register and Front End equipment and places service calls in an efficient manner which doesn't stall the execution of delivering a fast and easy check out experience

41.Successfully complete Computer Based Training (CBT) and Training Aid courses

42.Ensures LMS compliance for all Front End associates

43.Reads, distributes and follows through on mail as it relates to the Front End

44.Ensures all Front End sales associates review the weekly sales flyer and understands where to find key items and communicates unanticipated out of stock conditions

45.Serves as Manager on Duty in a limited capacity (i.e. MOD vacations) performing all of the responsibilities of an MOD

Requirements

Qualifications:

A high school graduate or equivalent preferred. Excellent interpersonal, organizational, communication and customer service skills. Good understanding of store operations preferred. Must meet minimum age requirements to perform specific job functions. Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job. Ability to use technical information to solve problems. Ability to lead and direct others. Must be accredited by the National Registry of Food Safety Professionals or similar accrediting organization as a "Certified Food Safety Manager" or will be required to attend company provided training and have the ability to achieve accreditation within the first 90 days of employment. Accreditation must be maintained while employed in a position requiring accreditation.

Skills and Abilities:

*Team Leadership

*Conflict Management

*Ability to communicate effectively with associates and customers

*Ability to analyze situations, identify problems and implement solutions

*Ability to effectively supervise the work of other associates

*Ability to meet and maintain productivity standards established by Food Lion

*Ability to read, write and perform basic math functions

*Ability to complete all necessary paperwork

*Ability to use the in store computer

*Ability to communicate in both verbal and written form.

Physical Requirements:

*Ability to push or pull up to 2000 pounds using a pallet jack

*Perform repetitive hand and arm motions.

*Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. on occasion.

*Pull or push up to 75 lbs. on occasion.

*Be able to handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers and household cleaners.

*Stand 100% of the time with occasional walking short distances.

*Use hands to frequently/continuously handle currency (paper and coin) as well as operate a variety of equipment such as cash register, lottery machine, scanner, computer, and calculator.

*Lift and carry up to 15lbs occasionally.

*Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level.

*Meet established volume activity standards for the position.

*Have sufficient visual activity to check ID cards, checks, invoices and other written documents

Apply On-line

Apply On-line