Title: Customer Service Manager Job Code: 2020
Job: Exempt
Department: Store Operations
Supervised by: Store Manager
Job Summary:
With the General Store Manager, to effectively direct and supervise all functions and activities of the store and its Associates to achieve the Organization’s goals (i.e. sales, profit, Customer Experience, and Associate Engagement) in accordance with our Purpose and Service Priorities. The Customer Service Manager will be responsible for building and driving a culture of continuous improvement and changing behavior to positively impact the Customer experience and Associate morale. This leader will ensure the efficiency of each department by implementing best practices to drive consistency to win in the competitive marketplace and impact the overall success of the total store.
Essential Job Functions:
Performance of the essential functions of this position requires the Manager to possess the minimum qualifications listed and to perform these functions in accordance with all ShopRite Service Priorities (Safety, Friendliness, Presentation, and Efficiency). These essential functions include, but are not limited to, the following:
Safety (Food Safety & Compliance)
- Perform and enforce all duties are completed in accordance with all Company policies and programs, and all Local, State, and Federal laws and regulations, including all environmental, health, safety and food safety, security policies, programs, laws and regulations.
- Perform and enforce all duties are in accordance with the Company’s HAZCOM program and adhere to manufacturer’s label instructions for the safe and proper use of all chemical products.
- Ensure a clean, neat, organized and safe work environment in accordance with Store QA standards.
- Clearly communicate and consistently enforce store and Company safety policies and procedures.
- Observe and enforce the proper use of Personal Protective Equipment by Associates.
- Ensure training and adherence to all company procedures in emergency situations.
- Ensure equipment is maintained and in good working order; address any maintenance or equipment problems immediately.
- Ensure that Associates operating power equipment (balers, hi-lo’s, power jacks, slicing machines, etc.) are 18 years of age or older.
- Regularly lift, pull, push and rotate merchandise that weights 25 lbs., and that occasionally weights up to 60 lbs.
Friendliness (Customer Experience & Associate Engagement)
- Provide strong, positive, and proactive leadership to all members of the Store Team.
- Provide clear direction, ongoing feedback and hold each Associate accountable for their performance and results.
- Coach, mentor, and encourage all Associates to be successful.
- Greet all Customers and act as a role model for providing Customers with prompt, courteous service and assistance.
- Participate in onboarding process and procedures of new Associates in accordance with applicable laws and company policies.
- Responsible for overseeing all functions of the Front End, Bookkeeping, Courtesy, Scanning and where appropriate ShopRite From Home, Self Checkout and Mobile Scan.
- Recommend continuous improvements to refine or execute existing marketing strategies to improve shopper commitment to the store.
- Support current charitable promotions facing Customers (i.e. Partners in Caring, Check Out Hunger).
- Assist with the onboarding of new Associates, including interviewing, selection and training, in accordance with Company policies and procedures and all Local, State, and Federal labor laws and regulations.
- Provide continual training, developmental action planning, and meaningful feedback on job performance to Associates.
- Provide opportunities for Associates to cross-train in other store departments.
- Maintain an open line of communication and work cooperatively with all business partners.
- Lead Associates to work cooperatively while encouraging enthusiasm, loyalty, and creativity.
- Encourage and recognize Associates to provide a positive Customer Experience.
- Understand all union contract and company policy parameters and apply same to daily operations and situations.
- Handle Associate/Customer conflicts providing positive resolutions.
Presentation (Personal & Department Conditions)
- Portray a professional appearance and set expectations for Associates.
- Monitor and ensure Unit Price Labels (tags) for all items are maintained and are current.
- Monitor and ensure cleanliness and neatness in all areas of the store, including internal and external building and grounds.
- Ensure all merchandise is fully stocked and rotated in display cases, shelves and other applicable displays according to tag allocation and department standards.
- Ensure all product is blocked and faced in accordance with Company policy or as assigned.
- Ensure that featured sale merchandise is signed in accordance with Company and regulatory standards.
- Ensure the quality of all product and secure properly in appropriate storage areas.
- Ensure the accuracy of item pricing, item locator and shelf allocation.
Efficiency (Department Operations & Regulatory Compliance)
- Supervise day to day direction of all Front End Associates.
- Understand and utilize all required applications and current technology as relates to store Operations.
- Monitor sales, profit, cost trends, and develop plans of actions as required.
- Manage controllable expenses including payroll, maintenance, supplies, etc.
- Ensure all reports and records are accurate, complete and retained in accordance with Company policy, i.e. inventory processes, CGO processes.
- Understand and manage the impact of store financials and reports, and develop plans to achieve budgeted goals.
- Ensure proper staffing is maintained to meet projected sales and Customer experience needs.
- Create and manage plans to meet Company shrink goals.
- Clearly communicate and consistently enforce store and Company policies and procedures.
- Complete all applicable store training programs.
- Maintain punctual and regular attendance and work overtime as assigned.
- Ensure the quality of all product and secure properly in appropriate storage areas.
- Ensure the accuracy of item pricing, item locator and shelf allocation.
- Ensure reclamation or return-to-stock product procedures are followed in accordance with Company policy.
- Ensure in-store pricing procedures, code-dating, and in-store transfers are followed in accordance with Company policy.
- Identify and develop talent within departments.
- Work with department manager to master productivity, profitability, effective merchandising and staff development.
- Understand and ensure adherence to Local, State and Federal regulations as they relate to store operations.
- Perform all duties in accordance with all Local, State, and Federal Department of Labor Minor Regulations for any Associates under 18 years of age.
- Perform other duties as assigned.
Minimum Required Qualifications:
The minimum required qualifications for this position include, but are not limited to, the following:
- Ability to make decisions to improve business results based on data available
- Ability to proficiently read, write, speak, analyze, interpret, and understand the English language.
- Ability to perform basic math.
- Ability to stand/walk for the duration of a scheduled shift.
- Ability to perform basic computer functions.
- Ability to bend, twist, reach, push, pull and regularly lift 25 lbs., and occasionally lift 60 lbs.
- Ability to work with fresh, dried and/or processed products, spices and powdered substances without negative allergic consequences.
- Ability to work in varying temperatures.
- Ability to tolerate dust and cleaning agents during routine housekeeping duties.
- Ability to climb a ladder to retrieve items from overhead racking and storage areas.
- Ability to interact with Customers in a friendly and helpful way.
- Ability to work cooperatively with others.
- Ability to work all assigned work schedules and comply with all time and attendance policies.
- Ability to engage and lead Associates to achieve store goals.
