Customer Lead - Food Lion

Job Title: Customer Lead

Primary Purpose:

To provide fast, easy, flexible and friendly service to our customers through the achievement of Food Lion customer service standards. To be friendly, courteous and cooperative with other store associates. Responsible for assisting the Customer Service Manager and the Assistant Customer Service Manager in maintaining standards according to Front End Standard Practice Manual, maximizing sales through excellent customer service. Responsible for delivering count on me behaviors by knowing what to do, making it easy, doing their part and caring from the beginning of the transaction until the customers final trip to the car and meet the customer's needs in a timely manner.

Duties and Responsibilities:

*Serving as a model for count on me behaviors and other vital behaviors and instills this value in all associates

*Uses count on me behaviors as a filter to ensure all customers are satisfied. Calls management if this is not possible

*Achieves and maintains satisfactory productivity levels

*Smiles and provides prompt, accurate and friendly service while engaging customers to create a positive shopping experience

*Maintains alertness and calls for assistance when needed to service customers per service standards

*Unloads customers' groceries from their cart to the belt-unload items for ease of bagging such as grouping cold items together

*Checks prices quickly and accurately

*Greets each customer and uses his or her name whenever possible

*Is courteous and helpful to other associates

*Follows correct bagging procedures for the correct use of bags by type

*Checks the bottom of every cart and under all baby seats for items before completing an order

*Follows procedures and performs overrides

*Identifies customers needing assistance and offers to take the customer's order to their car

*Retrieves shopping carts from the parking lot and cart corrals utilizing the tether strap per standard practice

*Performs the task of sales associate when scheduled or as needed per the surge plan guidelines

*Performs the task of the customer lead if needed to ensure service standards are maintained

*Ensures check stands are supplied with proper bags, register receipt paper and Catalina coupon paper

*Ensures work station and Front End area of the store has a neat and clean presentation

*Reports any register malfunction to the Customer Service Manager or MOD

*Ensures the MVP savings center KIOSK is filled with paper and properly working

*Avoids personal conversations with other associates when customers are present

*Adheres to all company guidelines, policies and standard practices

*Finds more efficient ways to do the job and seeks to reduce costs and improve labor productivity

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

*Notify QA of any further cleaning issues or maintenance required on front end

*Ability to perform and train all functions of the Customer Lead job description

*Wears the Food Lion uniform with apron, complete with name badge, when on duty, has a neat and clean appearance while adhering to the Food Lion dress code

*Successfully complete Computer Based Training (CBT) and Training Aid courses

Requirements

Qualifications:

A high school graduate or equivalent preferred. Effective communication and customer service skills. Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job. Demonstrated ability to perform the technical requirements of cashier and service center.

Skill and Abilities

*Ability to read, write and perform basic math functions

*Ability to communicate with customers and associates

*Ability to meet production standards established by Food Lion

*Must be a high performing sales associate who has the potential to perform tasks at a higher level

*Ability to step into managing the Front End in the absence of the CSM or ACSM if needed

*Ability to analyze situations, identify problems and implement solutions on the Front End

*Clear understanding of our count on me behaviors and a proven ability to exhibit these behaviors consistently

Physical Requirements:

*Perform repetitive hand and arm motions while standing/walking the majority of the shift.

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

*Push or pull up to 75 pounds on occasion.

*Work in and out of inclement weather when necessary.

*Gather up to five shopping carts and push them to designated areas.

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

*BOTTLES where applicable: Move empty bottles and containers from the front end to the back room.

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