SUMMARY. Primary responsibility is to Take Excellent Care Of Our Customers by satisfying each customer’s needs, exceeding their expectations, and making every shopping visit a pleasant and satisfying experience. Responsible for providing customer service and assisting the Pharmacists in filling prescriptions, entering information into computer, ordering and receiving product, checking in orders, stocking, record keeping, answering telephone calls, and maintaining the overall conditions of the Pharmacy Department as defined in the Pharmacy Reference Manual. This requires accurately and efficiently operating the cash register, providing various services at the Pharmacy service counter, and maintaining security and control of all funds in the cash register.
Customers are among Harris Teeter’s most valuable assets. Every associate represents Harris Teeter to our customers and the public. The way associates perform their jobs presents an image of the entire Company. Customers judge Harris Teeter by how they are treated each time they have contact with an associate. Therefore, one of the top business priorities is to assist any customer or potential customer. Nothing is more important than being courteous, friendly, helpful, and prompt in the attention given to customers.
Harris Teeter will provide training to all associates who have extensive customer contact. If a customer wishes to make a specific comment or complaint that you cannot resolve, you are required to direct that person to the department manager or manager-on-duty for appropriate action. Remember that all contacts with the public in person, over the telephone, and through any communication reflect not only on an individual associate but on Harris Teeter as a whole. Positive customer relations will not only enhance the public's image of Harris Teeter, but also pay off in greater customer loyalty and increased sales and profit.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES include the following. Other duties may be assigned.
Your job performance is required to demonstrate the highest level of customer service. Never be rude to a customer under any circumstance.
Follow through on customer requests. If you cannot say “yes” to a customer’s request, bring in the manager-on-duty.
Your full focus is required to be on the customer and processing their order. You are required to:
• Cheerfully invite customers to the Pharmacy service area.
• Make eye contact with and smile at every customer.
• Speak to customers in a genuine, clear, and enthusiastic manner.
• Greet every customer and accompanying family members [especially children]. Ask the customer if they found everything they were looking for.
• Tell customer the total of their order.
• Clearly count back change to the customer. Call customer by their name if paying by check or if known.
• Follow proper VIC card procedures. Circle the VIC savings on the receipt and tell customer the amount of their VIC savings.
• Always tell customer “Thank you for shopping with us today!”
Reflect an appropriate business image to customers and visitors. How you dress, your grooming and personal cleanliness standards all contribute to that image and also to the morale of your fellow associates. During business hours or whenever representing Harris Teeter, you are expected to present a clean, neat, and tasteful appearance. You are required to always dress and groom yourself according to our Company policy that reflects accepted conservative norms.
Be reliable and punctual by reporting for work on time and as scheduled. When you are absent or late, it places a burden on other associates and can impact productivity and service. In the rare instances when you cannot avoid being late or are unable to work as scheduled, notify your supervisor or Manager-on-duty two (2) hours in advance of your scheduled start time so that appropriate arrangements can be made.
Greet customers, receive prescriptions, and record all patient information as required to fill the prescription and comply with all State and Federal regulations, including address, phone number, drug allergies, disease states, whether the patient wishes to receive prescription counseling from the Pharmacist, and whether or not the patient wishes to receive a money saving generic, [when available].
Obtain all information necessary to fill Third Party prescriptions, such as Cardholder and Dependent Identification numbers, Insurance Carrier, birthdates, expiration dates, copays and patient signatures.
Assist in entering patient, drug, and prescription data into the computer.
Assist in obtaining and returning medications to and from the pharmacy shelves.
Assist in counting, pouring, measuring and packaging of medication for dispensing to the patient.
Assist in answering phone, bagging of prescriptions and handling customer transactions.
Assist in receiving, verifying, pricing, and stocking of pharmaceutical and other products ordered by the pharmacy.
Assist in maintaining a clean, neat department including work counter, shelves, floors, windows, and customer service area to present a professional, sanitary and organized image to customers.
Assist in ordering, stocking and retrieving prescription containers and other supplies as required by the pharmacy.
Assist in filing of prescriptions, reports, invoices and other documents as required by the pharmacy.
Operate cash register and provide customer service in an accurate and efficient manner. Identify various types of produce and operate register scales (if applicable). Perform register maintenance duties. Maintain security and good cash control. Monitor customer service area security.
Answer incoming calls and directs callers to appropriate personnel by performing the following duties: Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel or department; Takes and delivers messages when appropriate personnel are unavailable; Answers questions about organization and provides callers with address, directions, and other information.
Answer telephones by saying “Harris Teeter Pharmacy [store name], this is [name], may I help you?” and provide requested information in a polite and professional manner. Respond back to people on “hold” in a timely manner.
Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel.
Perform daily customer service related functions, i.e. voids, refunds, exchanges, check cashing, postage, money orders, UPS service, copy service, etc. Complete paperwork accurately and maintain proper records.
Perform price checks when requested.
Inform office associates of monetary and supply needs in the pharmacy area.
Communicate in English with customers and fellow associates regarding requests, current sales promotions, marketing campaigns, and essential products. Inform management of the lack of advertised items, incorrect prices, missing signs, departmental changes, and/or other situations as appropriate.
Comply with state and local ABC and tobacco laws and ensure strict enforcement.
Carefully bag groceries efficiently following Company procedures. Cheerfully bag groceries however the customer requests. Carefully place order in shopping cart.
Be knowledgeable of and perform fixed activities when business is light. (i.e. sweeping, cleaning, blocking, straightening, etc.)
Understand the overall Pharmacy Department operation.
Adapt to various situations and adjust to shifting priorities. Be flexible and able to perform multiple tasks without showing signs of stress or irritability.
Balance taking direction with taking initiative and demonstrate the flexibility required to accomplish the duties of the entire shift.
Provide assistance to fellow associates to complete their daily tasks and other duties as assigned.
Keep Our Stores Clean. Comply with Health Department requirements and follow Harris Teeter sanitation procedures. Keep counters and register area clean at all times, garbage emptied, displays well merchandised and neat, etc.
Follow all safety regulations and help keep the store free of dangerous situations. Immediately inform store management of all accidents and/or safety hazards. Record accidents and safety hazards in the designated log.
Ensure that chemicals are handled, mixed, and applied according to directions and in compliance to the Hazard Communication Program Manual.
Establish a working and shopping environment of trust, respect, and integrity.
Maintain professional behavior per Company policy.
Take Excellent Care Of Your Fellow Associates. Be a team player. Support and assist your fellow associates without complaint. Be open to new ideas and opportunities. Follow through with any special requests or recommendations from management.
Comply with Company standards, policies, and procedures.
Perform essential job functions throughout scheduled hours.