Your job performance is required todemonstrate the highest level of customer service. Never be rude to a customerunder any circumstance.
Follow through on customerrequests. If you cannot say “yes” to acustomer’s request, contact the manager-on-duty.
Your full focus is required to be onthe customer and bagging their order. You are required to:
Make eye contact with and smile atevery customer.
Speak to customers in a genuine, clear,and enthusiastic manner.
Greet every customer and accompanyingfamily members [especially children].
Always tell customer “thank you forshopping with us today!”
Maintain adequate work area; Download internetorders; Shop internet orders following all policies and procedures; OperatePoint of Sale Register; Bag orders; Stage orders; Load grocery orders; Completeall required paperwork; Communicate with customers; Communicate with storeassociates and Corporate Office; Attend store sales and service meetingsreporting ExpressLane wait times, in-stock percentages, customer satisfactionincluding IVR comments and mobile feedback ratings; keep management aware oforder cancellations.
SUPERVISORYRESPONSIBILITIES. Interview and assist in hiring new associates. Train new home shoppingassociates and manage the Express Lane training process; Scheduling; Managelabor and communicate cross charged hours needs to store management;Communicate store level and corporate objectives; Handle customer issues andcomplaints. Use progressive disciplinewhen necessary. Ensure procedures forproper substituting and minimum selection dates are followed.
Reflect anappropriate business image to customers and visitors. How you dress, yourgrooming and personal cleanliness standards all contribute to that image andalso to the morale of your fellow associates. During business hours or whenever representing Harris Teeter, you areexpected to present a clean, neat, and tasteful appearance. You are required toalways dress and groom yourself according to our Company policy that reflectsaccepted conservative norms.
Be reliableand punctual by reporting for work on time and as scheduled. When you areabsent or late, it places a burden on other associates and can impactproductivity and service. In the rare instances when you cannot avoid beinglate or are unable to work as scheduled, notify your supervisor orManager-on-duty two (2) hours in advance of your scheduled start time so thatappropriate arrangements can be made.
Communicate in English with customers and fellowassociates regarding requests, current sales promotions, marketing campaigns,and essential products. When a customer asks where a product is located, takethe customer to the product.
Inform management of the lack of advertised items,incorrect prices, missing signs, departmental changes ,out of stocks and/orother situations as appropriate.
Be knowledgeable of and perform fixed activitieswhen business is light. (i.e. sweeping, cleaning, blocking, straightening,cleaning storage cabinets etc.)
Understand the overall Customer Service Departmentoperation.
Adapt to various situations and adjust to shiftingpriorities. Be flexible and able to perform multiple tasks without showingsigns of stress or irritability.
Balance taking direction with taking initiative anddemonstrate the flexibility required to accomplish the duties of the entireshift.
Provide assistance to fellow associates to completetheir daily tasks and other duties as assigned.
Keep Our Stores Clean. Comply with HealthDepartment requirements and follow Harris Teeter sanitation procedures. Cleanrestrooms and other areas as directed.
Follow all safety regulations and help keep thestore free of dangerous situations. Immediately inform store management of allaccidents and/or safety hazards. Record accidents and safety hazards in thedesignated log.
Ensure that chemicals are handled, mixed, andapplied according to directions and in compliance to the Hazard CommunicationProgram Manual.
Establish a working and shopping environment oftrust, respect, and integrity.
Take Excellent Care Of Your Fellow Associates. Be ateam player. Support and assist your fellow associates without complaint. Beopen to new ideas and opportunities. Follow through with any special requestsor recommendations from management.
Comply with Company standards, policies, andprocedures.
Perform essential job functions throughoutscheduled hours.
COMPETENCIES. To performthe job successfully, an individual are required to demonstrate the followingcompetencies:
Adaptability - Adapts to changes in thework environment; Changes approach or method to best fit the situation; Able todeal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Isconsistently at work and on time; Informs management at least 2 hours beforeshift begins when going to be late or absent from work.
Customer Service – Provides exceptionalcustomer service even in difficult or emotional customer situations; Respondspromptly to customer needs; Solicits customer feedback to improve service;Responds to requests for service and assistance; Meets commitments.
Dependability - Follows instructions,responds to management direction; Takes responsibility for own actions; Keepscommitments; Completes tasks on time or notifies appropriate person with analternate plan.
Diversity - Demonstrates knowledge ofCompany EEO policy; Shows respect and sensitivity for cultural differences;Promotes a harassment-free environment.
Ethics - Treats people with respect;Keeps commitments; Inspires the trust of others; Works with integrity andethically; Upholds Company values.
Initiative - Volunteers readily;Undertakes self-development activities; Asks for and offers help when needed.
Innovation - Generates suggestions forimproving work; Presents ideas and information in a respectful manner.
Interpersonal Skills – Is never rude;Listens to others without interrupting; Keeps emotions under control; Remainsopen to others' ideas and tries new things.
Judgement - Exhibits sound and accuratejudgment; Supports and explains reasoning for decisions; Includes appropriatepeople in decision-making process; Makes timely decisions.
Motivation - Sets and achieves personalgoals; Demonstrates persistence and overcomes obstacles; Measures self againststandard of excellence.
Oral Communication - Speaks Englishclearly and persuasively in positive, negative, and in emergency or othersituations in which individuals must speak a common language to promote safety;Listens and gets clarification; Responds appropriately to questions;Demonstrates group presentation skills; Participates in meetings.
Written Communication - Writes clearlyand informatively in English; Presents numerical data effectively; Able to readand interpret English-written information.
Organizational Support - Followspolicies and procedures; Completes tasks correctly and on time.
Planning/Organizing - Prioritizes workactivities; Uses time efficiently.
Problem Solving - Identifies andresolves concerns in a timely manner; Uses reason even when dealing withemotional topics.
Professionalism - Approaches others ina tactful manner; Reacts well under pressure; Treats others with respect andconsideration regardless of their status or position; Accepts responsibilityfor own actions; Follows through on commitments.
Quality - Demonstrates accuracy andthoroughness; Looks for ways to improve and promote quality; Applies feedbackto improve performance; Monitors own work to ensure quality.
Quantity - Meets productivitystandards; Completes work in timely manner; Strives to increase productivity;Works quickly.
Safety and Security - Observes safetyand security procedures; Reports potentially unsafe conditions; Uses equipmentand materials properly.
Teamwork - Balances team and ownresponsibilities; Is open to others' views; Gives and welcomes feedback;Contributes to building a positive team spirit.
Technical Skills - Assesses ownstrengths and weaknesses; Pursues training and development opportunities;Strives to build knowledge and skills; Shares job knowledge with others.
QUALIFICATIONS. To perform this job successfully, an individualmust be able to perform each essential duty satisfactorily. The requirementslisted below are representative of the knowledge, skill, and/or abilityrequired. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.
Associatesmust be at least 18 years of age and have a valid Driver's License
EDUCATIONAND/OR EXPERIENCE. High school diploma or generaleducation degree (GED); 6 months experience in the ExpressLane department; orone to three years related experience and/or training; or equivalentcombination of education and experience.
CERTIFICATES,LICENSES, REGISTRATIONS. ValidDriver's License. Must be bondable.Complete Company’s training including but not limited to: new hire orientation,customer service network, safety, bagger technical skills, cashier technicalskills, and product knowledge.
PERSONAL SKILLS. Excellent communication and interpersonal skills. Willingness toparticipate in and successfully complete required training and to work with theteam to increase customer satisfaction and sales.
LANGUAGE SKILLS. Ability to read and comprehend simple instructions, shortcorrespondence, and memos [in English]. Ability to write simple correspondence [in English]. Ability to effectively present information inone-on-one and small group situations to customers, clients, and otherassociates of the organization who only speak English.
MATHEMATICAL SKILLS. Ability to add and subtract two digit numbers andto calculate a discount % amount. Ability to perform these operations usingunits of American currency.
REASONING ABILITY. Ability to apply commonsense understanding to carry out detailed butuninvolved written or oral instructions. Ability to deal with problemsinvolving a few concrete variables in standardized situations.
