Job Title: FT Customer Service Sales Manager
Responsible for achieving and maintaining extraordinary customer service by managing customer service in all departments to build sales and 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 the Front End Standard Practice Manual and in compliance of policies, security measures and regulations of Food Lion. Maximize sales by providing extraordinary customer service and minimize shrink through proper utilization of Standard Practices. Serve as a role model for customer service and other vital behaviors and instill this value in all associates. Assist other store management to ensure Food Lion customer service standards are met and operating the total store in compliance with the policies, standards, measures and regulations of Food Lion in the absence of other store management personnel. Manage store Front End. Directly responsible for supervision of Assistant Customer Service Sales Manager, Sales Associate, Service Associate, Front End Sales Assistant, Assistant Customer Service Sales Mastery Trainer and (in stores where applicable) Service Center Associate. Manage operation of assigned store and is responsible for providing direction and instruction to all store associates in the absence of the Store Manager or Assistant Store Manager. Act as the ambassador of extraordinary customer service for the total store. Engage and interact with customers to create a positive shopping experience. Able to supervise a fast paced environment and multiple functions for extended periods of time during a scheduled shift. Have a complete understanding of scheduling, sales, projections, wage percents, interviewing, hiring, training, company information, Front End procedures, MVP procedures, Alcohol and Tobacco procedures, Western Union, Money Orders, Self Checkouts (where applicable), Coinstar and other items deemed necessary to mange Customer Service and Front End operations. Maintain an efficient and productive Front End operation. Interview and hire all Front End associates. Personally train or supervise new Front End associates. Maintain proper knowledge of all Sales Associate functions including voids, check approval, alcohol and tobacco, refunds, rain checks, overrides, MVP, reports, register functions, EBT, EFT and pin pads. Adhere to all company guidelines, policies and standard practices. This description is intended to outline the primary responsibilities, general nature and level of work being performed by associate assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties and competencies.
Ability to analyze situations, identify problems and implement solutions.
Ability to communicate effectively with associates and customers.
Ability to effectively supervise the work of other associates.
Ability to meet productivity standards established by Food Lion.
Ability to read, write and perform basic math functions.
Ability to complete all necessary paperwork.
Ability to reach, bend, stoop and lift up to 10 pounds.
Ability to use the In-Store Computer.
Ability to rotate and organize products, perform job duties as needed and complete all necessary paperwork.
Must have successfully completed Computer Based Training (CBT) and Training Aid courses.