Assistant Customer Experience Manager

Brookshire Grocery Company - Monroe, LA

Full-time - Mid Level

Monroe, LA

101-250 employees

Food and Beverage Retailers

About the position

The Assistant Customer Experience Manager at Brookshire Grocery Company is responsible for ensuring high levels of customer engagement and satisfaction at the front end of the store. This role involves managing staff, addressing customer concerns, and maintaining compliance with company policies and safety standards. The position requires effective communication with upper management and the training of front end partners to enhance customer service and operational efficiency.

Responsibilities

• Carries out management responsibilities including training and developing partners; planning, assigning, and directing work; appraising performance, rewarding, and disciplining partners; and addressing complaints and resolving problems.
• Provides friendly and customer service-oriented attitude by greeting customers, answering questions, and responding to customer complaints.
• Addresses front end procedural issues brought to attention by cashiers and courtesy/utility clerks.
• Displays exemplary customer service, acts as a role model for partners, and enforces customer service standards.
• Protects and monitors store sales by ensuring accuracy of front end procedures and proper execution of all compliance measures.
• Assists upper management to train front end staff on policies and procedures related to customer service, product codes, cash handling/tender procedures, use of scanners and bagging protocol.
• Monitors and evaluates performance through observation and written or on-the-job testing.
• Frequently required to open/close store and ensure the store is presentable for the customer shopping experience.
• Ensures adequate staff is available and ensures safety, responsiveness, and fiscal management of cash and monetary assets.
• Ensures proper shrink management by following guidelines, identifying risks, and implementing proper controls.
• Maintains clean, safe, and sanitary working and shopping environment by adhering to Company safety procedures.
• Ensures Company regulations and food safety standards for freshness, safety, refrigeration, and sanitation are met within front end of store operations.

Requirements

• Minimum 18 years of age required.
• High school Diploma or GED and three or more years of related experience; or an equivalent combination of experience and/or higher education required.
• Health Insurance Portability and Accountability Act (HIPAA) certification required.
• TABC/LACT certification required where applicable.
• Manager Food Safety certification required.
• AML certification required.
• Fuel Operator C Training required where applicable.
• Intermediate knowledge of store operations required.
• Intermediate understanding of Company checkout policies and procedures.
• Intermediate knowledge and compliance of state laws regarding the sale of alcohol, tobacco, and lottery, as applicable.
• Intermediate knowledge of anti-money laundering and other government regulations relating to monetary transactions.
• Intermediate knowledge of cash register.
• Basic knowledge of SAP for reporting purposes.
• Basic mathematical skills.
• Strong organizational and time management skills.
• Ability to effectively communicate (in written and verbal form) with customers and partners.
• Ability to remain professional and courteous with customers at all times.
• Ability to lead and motivate others.
• Ability to carry out short-term strategic objectives aligned with Company initiatives.
• Ability to learn new processes and transfer knowledge to others.
• Ability to perform basic Microsoft Office functions.
• Ability to multi-task and work in a fast-paced environment.
• Ability to work safely with sharp objects such as knives, box cutters, etc.
• Ability to use precision and non-precision hand tools.
• Ability to maintain high levels of confidentiality regarding sensitive information.
• Ability to work flexible schedules including nights, weekends and holidays.

Benefits

• Medical insurance
• Prescription drug coverage
• Vision insurance
• Dental insurance
• Paid time off
• Stock ownership
• 401k retirement plan
• Incentive plans
• Employee discounts
• Educational scholarships
• Access to outdoor recreation area