Assistant Customer Experience Manager

Weis Markets - Harrisburg, PA

Full-time - Entry Level

Harrisburg, PA

Food and Beverage Retailers

About the position

The Assistant Customer Experience Manager plays a crucial role in ensuring that customers receive exceptional service and that the front-end operations of the store run smoothly. This position is designed for individuals who are passionate about customer service and have a strong desire to lead and develop a team. The Assistant Customer Experience Manager is responsible for promoting a positive customer-focused environment, instilling excellent customer relations among associates, and addressing customer inquiries and concerns in a professional manner. Continuous improvement is a key focus, and the Assistant Manager is expected to implement changes that enhance the customer experience and operational efficiency. In addition to customer service responsibilities, the Assistant Customer Experience Manager assists the Customer Experience Manager in overseeing all aspects of front-end operations. This includes performing the duties of the Customer Experience Manager in their absence and taking on complete responsibility for store operations when store management is unavailable. The role requires strict adherence to cash handling controls and security measures to prevent losses, as well as compliance with company policies and state laws regarding various sales regulations. The Assistant Manager also plays a vital role in training and onboarding new customer experience associates, ensuring they provide a fast, friendly, and accurate checkout experience. Utilizing the Learning Management System (LMS), the Assistant Manager will implement new programs and procedures, recognize and reward associate performance, and participate in annual performance reviews. Effective scheduling and labor management are essential, as the Assistant Manager will use the auto-scheduler system to meet business demands while achieving budgeted labor rates. Moreover, the Assistant Customer Experience Manager is responsible for maintaining the cleanliness and safety of the store environment, overseeing the flow of customers through the front end, and ensuring that all equipment is functional. This position requires strong communication skills to relay information about promotions and sales to cashiers and to assist customers with inquiries. The Assistant Manager must also ensure compliance with health and safety regulations, maintaining a clean and organized work area. Overall, this role is integral to the success of the store's operations and customer satisfaction.

Responsibilities

• Promotes excellent customer relations by instilling positive customer focused behavior with associates.
• Assists Customer Experience Manager in overseeing all aspects of front-end operations.
• Performs duties of the Customer Experience Manager in their absence.
• Enforces cash handling control and security measures to identify and prevent losses.
• Follows and enforces all company policies/procedures related to Front End operations.
• Assists Customer Experience Associates with getting change, checking prices, voids, refunds, etc.
• Conducts unannounced audits on cashiers.
• Assists store management in onboarding customer experience associates.
• Trains to provide a fast, friendly, accurate and efficient checkout experience for customers.
• Implements and communicates new programs and procedures to associates.
• Recognizes and rewards associate performance.
• Participates in associate annual performance reviews.
• Utilizes the Learning Management System (LMS) for current and new associates.
• Utilizes the auto-scheduler system to update Front End associate availabilities, headcounts, and schedules.
• Controls supply costs while ensuring adequate inventory levels to meet business demands.
• Directs the flow of customers through the Front End.
• Monitors breaks and lunches so customer service is not interrupted.
• Oversees lot attendant service to assist customers with shopping carts and loading groceries into vehicles.
• Operates front-end scanning equipment and register, performs all related check out procedures.
• Assists customer service with answering phone calls with a polite and positive attitude.
• Maintains functionality of equipment, hardware, and software.
• Communicates all information to cashiers regarding special promotions and sale items.
• Maintains knowledge of weekly ads, marketing promotions and store layout to answer customer questions.
• Oversees safety and sanitation of the parking lot, porch, entrance/exit, and checkout area.
• Ensures smooth function of department and store by cooperating with co-workers and superiors.
• May assist with baling cardboard or other related duties.
• May assist with receiving, unloading, checking-in, breaking-down, and storing deliveries.

Requirements

• Ability to supervise associates within the department.
• Strong customer service skills and a positive attitude.
• Knowledge of cash handling procedures and security measures.
• Familiarity with company policies and state laws related to sales regulations.
• Experience in training and onboarding new associates.
• Ability to utilize scheduling and labor management systems effectively.
• Strong communication skills to relay information and assist customers.
• Knowledge of health and safety regulations.

Nice-to-haves

• Experience in retail management or supervisory roles.
• Familiarity with Learning Management Systems (LMS).
• Ability to perform audits and maintain compliance.

Benefits

• Equal Opportunity Employer commitment to diversity and inclusion.
• Potential for career growth and development within the company.