Customer Service Management Assistant

Harris Teeter - Asheville, NC

Full-time - Entry Level

Asheville, NC

Food and Beverage Retailers

About the position

The Customer Service Management Assistant at Harris Teeter Inc. plays a crucial role in supervising a team of up to 120 associates within the Customer Service Department, which includes cashiers, baggers, and customer service clerks, as well as the accounting office. This position is responsible for assisting the Department Manager in the overall direction, coordination, and evaluation of these departments. The role requires a strong commitment to Harris Teeter's policies and standards, ensuring that all operations run smoothly and efficiently. In this position, the Customer Service Management Assistant will carry out various supervisory responsibilities, including performing floor monitoring duties, interviewing and training new associates, and planning, assigning, and directing work. The assistant will also assist in appraising performance, rewarding and disciplining associates as necessary, and addressing complaints while resolving problems that may arise. A key aspect of the role is to ensure compliance with the Customer Service Store Visit Audit and Loss Prevention Front End Audit, which involves performing regular checks and providing immediate coaching and feedback to associates who may not meet expectations. Additionally, the Customer Service Management Assistant may be required to perform the duties of customer service clerks, accounting office associates, cashiers, and baggers as appropriate, demonstrating flexibility and a hands-on approach to management. This position is essential for maintaining high standards of customer service and operational efficiency within the store.

Responsibilities

• Supervise up to 120 associates in the Customer Service Department and accounting office.
• Assist the Department Manager with overall direction, coordination, and evaluation of 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 providing feedback to associates.
• Reward and discipline associates as necessary to maintain standards.
• Address complaints and resolve problems effectively and efficiently.
• Ensure compliance with Customer Service Store Visit Audit and Loss Prevention Front End Audit.
• Provide immediate coaching and feedback to associates not in compliance with expectations.
• Perform duties of customer service clerks, accounting office associates, cashiers, and baggers as needed.

Requirements

• Ability to supervise and manage a large team of associates effectively.
• Strong communication skills to address complaints and provide feedback.
• Experience in customer service or retail management is preferred.
• Ability to perform essential duties satisfactorily and meet company standards.
• Knowledge of Harris Teeter's policies and procedures.

Nice-to-haves

• Previous experience in a supervisory role within a retail environment.
• Familiarity with loss prevention practices and audits.
• Strong problem-solving skills to address customer and associate issues.