Job Description
Job DescriptionDescription:
Summary
The Front End Manager oversees the operations of the front end of the co-op to provide a positive shopping experience for our customers. They ensure that all systems and processes related to customer service are serving the needs of the member-owners and nonmember customers. This scope of work includes appropriate cash handling, scheduling cashiers, cash register operations, employee training, and overseeing customer service programs. A successful Customer Services Manager ensures a positive customer experience for all customers.
Status: Reports to General Manager, Supervises Supervisors and Cashiers
Pay Level V: $18-$22/hr
Full Time: 32 - 40 hours/week
Requirements:
Customer Service
- Greet customers, smiling and making eye contact. Assist customers with questions in a prompt, friendly, courteous manner, referring them to others when necessary. Communicate these policies and expectations to staff.
- Assist other departments as appropriate to ensure the highest possible store operations and customer service. Communicate these policies and expectations to staff.
- Handle unplanned situations calmly, smoothly, and in alignment with pre-established policies. Communicate these policies and expectations to staff.
- Model exceptional customer service skills and communicate expectations to staff.
- Provide staff with the tools required to ensure the highest level of service possible to our shoppers.
- Provide product information and educational materials to customers and staff.
- Work with the Leadership Team to establish customer service expectations and procedures and ensure staff is trained.
Front End
- Ensure smooth operations of the Front End with the Front End Supervisors.
- Set accuracy and labor goals for the department, review weekly, monthly, and quarterly reports, and plan corrective action as needed.
- Hold regular Front End department and Supervisor meetings.
- Develop and implement approved short and long-range department goals.
- Maintain Front End logbook
- Keep the front end and entryway of the store tidy and appealing.
Staff/Employee Support
- Schedule Front End personnel, including coverage when people call out of work.
- Review timecards for payroll to process.
- Participate in hiring cashiers and perform reviews for their direct reports.
- Trains cashiers on alcohol sales.
- Oversees and directs tasks and projects for cashiers when there are no customers to check out to encourage productivity
- Ensures accuracy and security of all cash handling.
- Deal with shoplifters, disorderly customers, and medical emergencies following established procedures. Are there procedures in place?
- Ensure that store is opened and closed following established procedures.
- Communicate with Supervisors regarding store status and projects.
- Serve as backup cashier in busy periods, to cover breaks, and as needed to cover absences.
- Provide excellent internal customer service to all staff members, maintaining an attitude of goodwill toward yourself and others.
- Help to create a work environment that is cooperative, fun, productive, and safe and that focuses on solutions instead of problems.
Desired Skills
- 2 years of experience working in a retail environment
- Well-developed, warm, friendly, and outgoing customer service skills
- Able to solve problems independently and in collaboration with others
- Excellent written and verbal communication skills