Assistant Customer Experience Manager

Weis Markets - Muncy, PA

Full-time - Entry Level

Muncy, 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 associates are supported in their roles. This position is centered around promoting a positive customer experience by instilling customer-focused behaviors 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 relations, the Assistant Customer Experience Manager assists the Customer Experience Manager in overseeing all front-end operations. This includes stepping in to perform the duties of the Customer Experience Manager in their absence and, when necessary, taking full responsibility for store operations. 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. Training and onboarding new customer experience associates is another critical responsibility. The Assistant Manager is tasked with ensuring that associates provide a fast, friendly, and accurate checkout experience. This includes utilizing the Learning Management System (LMS) for training and conducting performance reviews. The Assistant Manager also manages scheduling and labor costs, ensuring that the front-end operations are adequately staffed to meet customer demand while adhering to budgeted labor rates. The Assistant Customer Experience Manager is also responsible for directing customer flow through the front end, ensuring that checkout lines are efficient and wait times are minimized. They oversee the lot attendant service, assist with customer inquiries, and maintain the functionality of front-end equipment. Additionally, the Assistant Manager is responsible for maintaining cleanliness and safety in the checkout area and parking lot, ensuring compliance with health and safety regulations. Overall, this position requires a proactive approach to customer service, team leadership, and operational management.

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 efficiently service customers.
• Monitors breaks and lunches to avoid interruptions in customer service.
• 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 are well maintained and clean.
• Disposes of trash properly.
• Ensures smooth function of department and store by cooperating with co-workers and superiors.
• Responsible for continuous improvement of 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.
• 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 retail operations.
• Experience in training and onboarding new associates.
• Ability to manage schedules and labor costs effectively.
• Strong communication skills to relay information to associates and customers.
• Ability to maintain cleanliness and safety in the work environment.

Nice-to-haves

• Experience in retail management or supervisory roles.
• Familiarity with Learning Management Systems (LMS).
• Knowledge of inventory management and supply control.

Benefits

• Equal Opportunity Employment
• Reasonable accommodations for applicants with disabilities