Customer Experience Team Leader

About the position

The Customer Experience Team Leader at Brookshire Grocery Company is responsible for overseeing front-end operations and staff to ensure high levels of customer engagement and satisfaction. This role involves training and developing team members, addressing customer concerns, and maintaining compliance with company policies and safety standards to create a pleasant shopping experience.

Responsibilities

• Train and develop front-end partners in customer service and operational procedures.
• Plan, assign, and direct work for front-end staff.
• Address customer complaints and resolve issues effectively.
• Ensure compliance with front-end procedures and company policies.
• Monitor and evaluate staff performance through observation and testing.
• Open and close the store as required, ensuring a presentable environment for customers.
• Manage cash and monetary assets responsibly and safely.
• Implement shrink management controls and identify risks.
• Maintain a clean and safe working environment according to company safety procedures.
• Ensure food safety standards are met in front-end operations.

Requirements

• Minimum 18 years of age required.
• High school diploma or GED with two or more years of related experience, or equivalent combination of experience and/or higher education.
• 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 and checkout policies.
• Strong organizational and time management skills.
• Ability to communicate effectively with customers and partners.

Nice-to-haves

• Basic knowledge of SAP for reporting purposes.
• Basic mathematical skills.
• Ability to lead and motivate others.
• Detail-oriented with the ability to multi-task in a fast-paced environment.

Benefits

• Health insurance coverage
• Paid time off
• Stock ownership
• 401k retirement plan
• Incentive plans
• Employee discounts
• Educational scholarships
• Access to outdoor recreation area