Assistant Customer Experience Manager

Weis Markets - Kutztown, PA

Full-time - Entry Level

Kutztown, 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 centered around promoting a positive customer experience by instilling customer-focused behavior among associates. The Assistant Manager is responsible for greeting customers, answering their questions, and resolving any concerns they may have in a polite and 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 not present. The role also involves enforcing cash handling controls and security measures to prevent losses, ensuring compliance with company policies and state laws, and overseeing bookkeeping procedures. The Assistant Manager is also tasked with onboarding and training new customer experience associates, ensuring they provide a fast, friendly, and efficient checkout experience. This includes utilizing the Learning Management System (LMS) for training and conducting performance reviews. The Assistant Manager must manage associate schedules using the auto-scheduler system to meet business demands while adhering to budgeted labor rates. Furthermore, the Assistant Customer Experience Manager directs the flow of customers through the front end, ensuring that sufficient checkouts are open to minimize wait times. They oversee the lot attendant service, operate front-end scanning equipment, and maintain the functionality of equipment and software. The role requires maintaining knowledge of weekly ads and promotions to assist customers effectively and ensuring the safety and sanitation of the store environment. The Assistant Manager is also responsible for utilizing personal protective equipment (PPE) and may assist in other departments as needed.

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.
• Assumes complete responsibility for total store operations in the absence of store management.
• Enforces cash handling control and security measures to identify and prevent losses.
• Follows and enforces all company policies/procedures related to Front End operations.
• Adheres to all company and state laws and regulations related to Anti-Money Laundering Compliance, tobacco and alcohol sales, lottery, price accuracy, WIC, etc.
• Oversees bookkeeping procedures.
• 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 associates 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.
• Ensures sufficient checkouts are open to properly service customers, keeping wait time to a minimum.
• Monitors breaks and lunches to ensure 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.
• Generates sales by suggestive selling.
• Attends and participates in store's daily huddles.
• 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.
• Keeps cart corrals and parking lot clean and clear of carts.
• Responsible for general sanitation in the department.
• Follows cleaning schedules and department guidelines to ensure that work areas, equipment, counters, display cases, etc. are well maintained, clean and meet all health and OSHA requirements.
• Disposes of trash properly.
• Ensures smooth function of department and store by cooperating with co-workers and superiors.
• Responsible to continuously improve job performance.
• 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.
• Ability to assume total leadership of the building in absence of store management.
• Strong customer service skills and ability to instill positive behavior in associates.
• Knowledge of cash handling procedures and security measures.
• Familiarity with company policies and state laws related to retail operations.
• Experience in onboarding and training associates.
• Ability to utilize scheduling and inventory management systems.
• Strong communication skills to convey information to associates and customers.
• Ability to maintain a clean and safe work environment.

Nice-to-haves

• Experience in retail management or customer service roles.
• Familiarity with Learning Management Systems (LMS).
• Knowledge of safety and sanitation regulations in a retail environment.

Benefits

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