Service Operations Manager (TEX) - Full-time / Part-time

PURPOSE:
Provide excellent customer service ensuring that all customers receive fast, friendly, accurate checkout service by passionately implementing the spirit of customer first, second to none. Manage and schedule duties of Cashiers, Courtesy Clerks, Service Operations Assistant, Service Supervisor, Personnel Coordinator and Scan. Oversee the completion of daily cash balancing, reconciliation and payroll, while supporting store sales and overall operating plan.
DUTIES AND RESPONSIBILITIES:

Assist with direction and supervision of Front-End operations, monitor and direct customer traffic flow, coverage of checkout lanes, cleanliness and appearance of Front-End physical area (including the area from the end caps through the parking lot). Directs Front-End activities regarding the productivity, ensure compliance of company policies and front end procedures (i.e., scan accuracy, WIC, restricted sales, dress standards, check acceptance, etc.)

Oversee cash flow requirements including: safe transactions, issues and pickups, tills, approving checks and refunds, and monitoring cashier funds handling procedures. Works with Service Operations Assistant and Service Supervisors to solve problems including returned checks, cash variances, refund and till balance irregularities, and payroll violations. Oversee reporting of daily and/or weekly sales information to the Division Office.

Oversee the coordination of CGT training in conjunction with the Personnel Coordinator.

Oversee Front-End administrative duties such as ordering money orders, bus passes, lottery, gift certificates/cards, postage and change (if applicable). Balancing of money orders, money transfers, gift certificates and lottery, and maintains control logs. Answer and respond to incoming calls appropriately.

Oversee and/or write off checks and maintain reconciliation ledgers of returned checks, write-offs and check collection in the check authorization system. Correspond with banks and customers via phone or mail regarding returned checks.

Oversee and verify quarterly labor, bag expense, cash shortages, and check expense through store sales, store labor, and store expense reports.

Ensure scanning file problems are corrected in a timely manner and Front-End equipment is operational. Implement emergency procedures in the event of computer equipment malfunctions.

Create and communicate department schedules to meet the customers’ needs, utilizing Forecaster, VLM, and 13-week planner, planning grid.

Serve as overflow cashier when needed.

Perform other necessary and required duties.
PEOPLE RESPONSIBILITIES:
Encourage and maintain awareness in store associates of the importance of service first, second to none by offering fast, friendly accurate customer service at all times of the day. Interact with customers to improve their experience in our stores.
SCOPE DATA :

Attend and participate in all store department head meetings and department manager activities.

Coordinate and implement Front-End programs. Monitor usage, and ordering of front-end supplies. Ensure Front-End compliance with Company dress standards, sanitation, safety, security and other policies.

Directly supervise the activities of all Cashiers, Courtesy Clerks, and Service Operation Assistant, Service Supervisor.

Provide guidance and assistance to Personnel Coordinator and Scan.

Conduct performance appraisals as outlined by company guidelines.

Interview and hire Cashiers and Courtesy Clerks. Works with Personnel Coordinator to ensure Front-End orientation process. Perform or supervise training and development of Cashiers, Courtesy Clerks, Service Operations Assistant, Service Supervisor, Personnel Coordinator and Scan. Effectively recommends personnel action such as hiring, termination, layoff and disciplinary action.
REQUIREMENTS:

Possess a thorough knowledge of Front-End work methods and scanning procedures. Know company policies and procedures, record and verify procedures relating to protection of store funds. Must be able to effectively operate, and train others in the operation of Front-End cash registers, and/or scanning equipment.

Understand and know store business statistics (sales, labor, ticket sales, and customer count). Requires knowledge of one and two-step math calculations (i.e. addition, subtraction, and percent calculations).

Understand and oversee the completion of bookkeeping duties including: running totals on all tills, preparing and proofing daily deposit slips, completing all front-end forms, balancing accounts receivable, and mailing statements. Maintenance of the sales book. Know company policies and procedures, record and verify procedures relating to protection of store funds.

Ability to be friendly, courteous, professional and maintain composure in dealing with customers and co- workers, as well as concentrate and deal with interruptions, work independently and take initiative.

Require good written and verbal communication skills, leadership skills, and possess the ability to develop people while demonstrating an understanding of Company Core Values reflected in personal and professional conduct.
Maintain confidentiality concerning associates, store sales, and Company information. Perform all job duties and responsibilities with honesty and integrity.

Knowledge of product variety, location and perishability, as well as safety and sanitation procedures.

Prefer a minimum of six months experience in Front End Supervision
PHYSICAL ENVIRONMENT:

Full time position. Works a variety of days and shifts including some evening and weekends.

Most work is performed in a temperature controlled store environment.

Ability to stand for long periods of time, walk, and move rapidly, bend, stoops, kneels, twists and turn frequently. Ability to frequently reach, lift and maneuver items of varying dimensions and sizes up to approximately 55 lbs. Manual dexterity and good eye-hand coordination are necessary. Ability to push and pull fully loaded hand trucks.

Ability to operate and use equipment related to calculators, computers, telephone, check encoders, cash register, electronic pay terminal and POS equipment in the course of normal workday.
The above statements are intended to describe the general nature of work performed by the associate(s)in this job. Specific duties and responsibilities may vary by position.