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Hours Full-time, Part-time
Location Centreville, Maryland

About this job

Job Title: FT Assistant 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 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 in the absence of the Customer Service Manager

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

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

4.Manages the front end during designated hours a minimum of three days a week per Standard Practice guidelines in the absence of the CSM

5.Manages and achieves Food Lion service standards as delegated by the Customer Service Manager

6.Maintains an efficient and productive Front End operation

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

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

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

10.Ability to use the In-Store Computer, Food Lion applications, Storeline and including but not limited to Windows applications, and email

11.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 per standard practice guidelines

12.Maintains a total understanding of Front End Standard Practices

13.Understands and follows Food Safety guidelines and procedures

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

15.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.)

16.Reports all associate and customer accidents in accordance with established Food Lion procedures to the Manager on Duty

17.Cooperates to the fullest extent with the Customer Service Manager in promoting increased sales and maintaining good associate relations within the store

18.Assist the Customer Service Manager with onboarding as needed

19.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

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

21.Ensuring compliance with local, state and federal regulations

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

23.Provides recognition of accomplishments and offers coaching when necessary as it relates to achieving customer satisfaction, cash control and office functions using the tracking forms

24.Personally trains and develops Office Assistants

25.Personally trains and develops front end Associates

26.Ensures all store office functions are completed accurately and on time

27.Communicates all cash variances to the Customer Service Manager

28.Researches over/short discrepancies as reported by the Food Lion Customer Support Center on the weekly over/short report, reports updated information or variances to the Customer Service Manager/Store Manager and Store Sales Accounting if necessary

29.Maintains proper file cabinet set

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

31.Maintains the Lane Accountability Binder on all associates identified as not meeting the productivity standards of performance or exceeding shrink controls, implements training and accountability as needed

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

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

34.Maintains security standards

35.Maintains proper knowledge of all cashier register functions and Front End accounting services which include all Office Assistant functions

36.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 in the absence of the Customer Service Manager

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

Requirements

Qualifications:

A high school graduate or equivalent preferred. Must be able to perform the job duties and responsibilities of Office Assistant. 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.

Skill & 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 in the absence of the CSM

*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 and maintain office organization

*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