Assistant Customer Service Manager

$33,280 - $37,440/Yr

Unclassified - Raleigh, NC

Full-time - Entry Level

Raleigh, NC

About the position

The Assistant Customer Service Manager plays a crucial role in managing customer service operations at the Front End of the store. This position is responsible for ensuring that the Front End operates smoothly and efficiently, adhering to company policies, security measures, and regulations. The Assistant Manager will work closely with the Customer Service Manager to achieve business goals while fostering a positive environment that promotes high levels of customer satisfaction and associate morale. The role requires a commitment to maximizing sales through exceptional customer service and minimizing shrinkage by following standard practices. In this position, the Assistant Customer Service Manager will supervise Front-End Associates in the absence of the Customer Service Manager, ensuring that all duties and responsibilities are performed effectively. The Assistant Manager will maintain an atmosphere of enthusiastic customer awareness, emphasizing fast and easy service. They will also be responsible for managing the Front End during designated hours, maintaining compliance with local, state, and federal regulations, and ensuring that all advertising and promotional materials are utilized correctly. Additionally, the Assistant Manager will monitor shrinkage, coach associates on loss prevention, and ensure that all office functions are completed accurately and on time. Training and developing Office Assistants and Cashiers is also a key responsibility, along with maintaining Front End equipment and addressing any service needs efficiently. The role requires excellent interpersonal and communication skills, as well as the ability to lead and direct others effectively. Physical demands include the ability to lift and move products, stand for extended periods, and tolerate varying temperatures.

Responsibilities

• Supervise the performance of all duties and responsibilities of all Front-End Associates in the absence of the Customer Service Manager.
• Manage the Front End during designated hours a minimum of three days a week per standard practice guidelines.
• Maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast and easy customer service.
• Serve as a model for customer service and instill this value in all associates.
• Manage and achieve Food Lion service standards as delegated by the Customer Service Manager.
• Maintain an efficient and productive Front-End operation.
• Support the achievement of budgeted financial and operating results for the Front End.
• Ensure Front End schedules are written to provide extraordinary customer service at all times per standard practice guidelines.
• Understand and follow all company, Front End, Food Safety and Workplace Safety standard practice and policies.
• Ensure that all advertising and sales promotion materials applicable to the Front End are properly utilized.
• Observe and correct all unsafe conditions that could cause associate or customer accidents.
• Report all associate and customer accidents in accordance with established Food Lion procedures to the Manager on Duty.
• Monitor shrink and ensure that inventory and moneys are accounted for; provide coaching for associates to recognize and prevent losses.
• Ensure compliance with local, state, and federal regulations.
• Provide recognition of accomplishments and offer coaching when necessary.
• Train and develop Office Assistants and Cashiers.
• Ensure office functions are completed accurately and on time.
• Communicate all cash variances to the Customer Service Manager.
• Research over/short discrepancies as reported by the Food Lion Customer Support Center on the weekly over/short report, report updated information or variances to the Customer Service Manager/Store Manager and Store Sales Accounting if necessary.
• Ensure Front End associates operate registers and serve customers in accordance with established policies and procedures.
• Maintain proper knowledge of all sales associate register functions and Front-End accounting services which include all Office Assistant functions.
• In the absence of the Customer Service Manager, maintain Front End equipment and place service calls in an efficient manner.
• Successfully complete Computer Based Training (CBT) and Training Aid courses.
• Perform all other duties and projects as assigned.

Requirements

• A high school graduate or equivalent preferred.
• Excellent interpersonal, organizational, communication and customer service skills.
• Must be able to perform the job duties and responsibilities of Office Assistant.
• Good understanding of store operations preferred.
• Ability and willingness to learn multiple tasks and technical requirements of the job.
• Ability to use technical information to solve problems.
• Ability to lead and direct others.
• Must meet minimum age requirements to perform specific job functions.
• Must be able to meet the physical requirements of the position, with or without reasonable accommodations.

Nice-to-haves

• Experience in a retail environment.
• Previous supervisory experience in customer service.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance