Customer Service Management Assistant DLT

Harris Teeter - Concord, NC

Full-time - Entry Level

Concord, NC

Food and Beverage Retailers

About the position

The Customer Service Management Assistant at Harris Teeter is a pivotal role within the retail environment, specifically located in Concord, North Carolina. This position involves supervising a team of up to 120 associates in the Customer Service Department, which includes cashiers, baggers, customer service clerks, and accounting office staff. The primary responsibility of the Customer Service Management Assistant is to assist the Department Manager in the overall direction, coordination, and evaluation of these departments. This includes carrying out supervisory responsibilities in accordance with Harris Teeter's policies and standards, ensuring that all operational tasks are performed efficiently and effectively. In this role, the Customer Service Management Assistant will perform various duties, including floor monitoring, interviewing and training new associates, planning, assigning, and directing work, and assisting in appraising performance. The assistant will also be responsible for rewarding and disciplining associates, addressing customer complaints, and resolving problems as they arise. A critical aspect of this position is ensuring compliance with the Customer Service Store Visit Audit and Loss Prevention Front End Audit, providing immediate coaching and feedback to associates who may not meet expectations. Additionally, the assistant may perform the duties of customer service clerks, accounting office associates, cashiers, and baggers as needed, demonstrating flexibility and a commitment to customer service excellence. To succeed in this role, the individual must possess strong supervisory skills, a commitment to unparalleled customer service, and excellent communication and interpersonal skills. The ability to manage multiple tasks effectively under pressure, demonstrate patience, and engage with both associates and customers is essential. The position requires a high school diploma or GED, along with one to three years of related experience or training. The candidate should also be willing to participate in ongoing training to enhance customer satisfaction and sales performance. Language proficiency in English is necessary for reading, writing, and presenting information effectively. Computer skills, including knowledge of inventory software, spreadsheet software, and word processing software, are also required. Mathematical skills for basic calculations and reasoning abilities to solve problems in standardized situations are essential for this role.

Responsibilities

• Supervise up to 120 associates in the Customer Service Department including cashiers, baggers, and customer service clerks.
• Assist the Department Manager with the overall direction, coordination, and evaluation of the Customer Service and accounting departments.
• Perform floor monitoring duties to ensure compliance with company standards.
• Interview and train new associates to ensure they meet company expectations.
• Plan, assign, and direct work for associates in the department.
• Assist in appraising performance and provide feedback to associates.
• Reward and discipline associates as necessary to maintain a productive work environment.
• Address customer complaints and resolve problems effectively.
• Ensure compliance with Customer Service Store Visit Audit and Loss Prevention Front End Audit requirements.
• Provide immediate coaching and feedback to associates who are not in compliance with expectations.
• Perform duties of customer service clerks, accounting office associates, cashiers, and baggers as needed.

Requirements

• High school diploma or GED; or one to three years of related experience and/or training; or equivalent combination of education and experience.
• Strong commitment to customer service and ability to work effectively under pressure.
• Excellent communication and interpersonal skills.
• Willingness to participate in customer service training and orientation.
• Ability to manage multiple tasks and demonstrate patience when interacting with associates and customers.
• Basic computer skills including knowledge of HT Internet software, email, inventory software, spreadsheet software, and word processing software.
• Mathematical skills to perform basic calculations and handle American money.

Nice-to-haves

• Experience in a retail environment is preferred.
• Previous supervisory experience is a plus.
• Familiarity with loss prevention practices.