Customer Service Manager

Position Objective: To assist customers in their shopping experience by supporting front end operations and ensuring the front-end team is providing the best customer service possible.
Availability: This position requires work shifts that best fit the Store’s business needs.
Reporting Structure: This position formally reports to the Store Director.
Status: This is an exempt position.
Knowledge
The following is a list of any certifications, formal education, or training requirements for this position.
Essential Knowledge
• A liquor license must be obtained prior to the first day of work where required.
• A valid driver’s license is required.
• Completion of ongoing training and development as listed on the Cosentino’s Learning Plan.
Non-Essential Knowledge
• A high school diploma or equivalent is preferred.

Skills
The following is a list of the essential skill requirements for this position.
Essential Job Functions
• Know and implement the Cosentino’s Customer Service Standards.
• Know and implement the Red-Carpet Service program.
• Ensure the front end is always clean and displays a professional overall appearance for customers.
• Monitor front end activity and recognize when adjustments should be made to meet customer needs.
• Provide direction to members of the Front-End team in a manner that is operationally effective, but is also motivating and respectful.
• Quickly and courteously intervene when a cashier requests assistance with a customer transaction.
• Assign and monitor all cashier and sacker lunch and/or break times.
• Conduct Interviews and make hiring decisions on cashiers and sackers.
• Ensure team members have information they need to effectively perform in their roles (i.e., policy and procedure changes, new merchandise information, sale information, etc.).
• Ensure team compliance with all liquor and tobacco regulations. Ensure all cashiers wear “40 and Under” buttons.
• Ensure all front-end employees are in compliance with Company Dress Code at all times.
• Possess knowledge of the products in the store in order to accurately and courteously answer customer questions.
• Prevent loss of money and/or merchandise by ensuring that procedures for bottom of basket (BOB), price checks, not on file items and produce codes are accurately being followed.
• Resolve customer complaints in a professional manner and recognize when it is appropriate to involve a member of the store management team.
• Promote a positive overall team atmosphere that includes cooperation and teamwork, high morale, positive interpersonal interactions and communications, and recognition for a job well done.
• Address employee relations issues and if needed, effectively work with the Store Management team to resolve issues.
• Know, comply with, and ensure the team complies with all health regulations, sanitation guidelines and safety procedures for your department and your store.
• Ensure that Cashiers accurately process all payment types, such as cash, checks, WIC, EBT, store charge, coupons and other payment methods.
• Ensure adequate number of supplies are on hand for check stand areas.
• Provide effective coaching and/or retraining to improve individual and team performance.
• Partner with the Office Manager in managing labor costs of the Front End. Create schedules for both cashiers and utility clerks that effectively manage labor that balances customer’s need for service with the company’s need to closely monitor expenditures.
• Ensure cashiers are knowledgeable on the use of the cash recycler and perform basic troubleshooting steps.
• Monitor and coach Sackers for proper bagging techniques.
• Act in a cashier role as need.
• Assist with sacking when necessary.
• Monitor Sackers assignment to shopping carts, maintaining them to be clean of trash and available to customers.
• Practice open communication with the Store Management team regarding any issues within the Front-End team.
• Making adjustments to Front-End coverage when call-ins occur. This would include reaching out to other employees to fill available shifts.
• Able to operate, clean and maintain all equipment safely and competently.
• Support your company by completing additional tasks identified by management, assisting other stores or departments as needed and gaining new skills when necessary.
• Meet or exceed productivity standards to produce desired team and individual results.
• Demonstrates the strong verbal and interpersonal skills necessary for positive customer and peer interactions.
• Demonstrates the basic math and reading skills required for the position.
• Conduct regular performance evaluations of cashier and sackers.

Physical Abilities
The following physical movements could potentially be part of any scheduled shift and employees will be expected to perform these actions while on duty.
Essential Abilities
• Reaching overhead with both arms, twisting at the waist and lifting objects with both hands weighing up to 15 lbs.
• Pushing and pulling grocery items & carts to the proper locations as needed, up to a peak force of 25 lbs.
• Standing and walking for long periods of time on tile, asphalt, concrete or other hard surfaces.
• Occasionally lifting and carrying up to 50 lbs., to a height of 34 inches.
• Bending and squatting, at times all the way to floor level.
Non-Essential Abilities
• Climbing a ladder, possibly up to 5ft.