Customer Service Management Assistant

Harris Teeter - Raleigh, NC

Full-time - Entry Level

Raleigh, NC

Food and Beverage Retailers

About the position

The Customer Service Management Assistant plays a crucial role in overseeing the Customer Service Department, which includes supervising up to 120 associates such as cashiers, baggers, and customer service clerks. This position is responsible for assisting the Department Manager in the overall direction, coordination, and evaluation of these departments. The assistant will carry out supervisory responsibilities in accordance with Harris Teeter's policies and standards, ensuring that all operational tasks are performed efficiently and effectively. Key responsibilities include performing floor monitoring duties, interviewing and training associates, planning, assigning, and directing work, and assisting in appraising performance. The assistant will also be involved in rewarding and disciplining associates, addressing complaints, and resolving problems as they arise. A critical aspect of this role is ensuring compliance with the Customer Service Store Visit Audit and Loss Prevention Front End Audit, providing immediate coaching and feedback to associates who are not meeting expectations. Additionally, the assistant may perform duties of customer service clerks, accounting office associates, cashiers, and baggers as needed. To succeed in this role, the individual must demonstrate a commitment to unparalleled customer service, possess excellent communication and interpersonal skills, and be willing to engage in local community activities to enhance the store's position. The ability to manage multiple tasks effectively under pressure, along with patience when interacting with associates and customers, is essential. The position requires a high school diploma or GED, with one to three years of related experience or training preferred. The assistant must also be proficient in various computer skills, including knowledge of HT Internet software, email, inventory software, spreadsheet software, and word processing software. Mathematical skills are necessary for handling transactions and inventory management, and the ability to apply common sense reasoning to solve problems is crucial.

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 Department.
• Perform floor monitoring duties to ensure compliance with company standards.
• Interview and train associates to enhance team performance.
• Plan, assign, and direct work among associates in the department.
• Assist in appraising performance and provide feedback to associates.
• Reward and discipline associates as necessary to maintain standards.
• Address complaints and resolve problems effectively and efficiently.
• Ensure all items listed on the Customer Service Store Visit Audit and Loss Prevention Front End Audit are performed.
• 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 appropriate.

Requirements

• High school diploma or GED; or one to three years of related experience and/or training; or equivalent combination of education and experience.
• Commitment to unparalleled customer service.
• Excellent communication and interpersonal skills.
• Willingness to participate in customer service training and orientation.
• Ability to manage multiple tasks effectively under pressure.
• Demonstrate patience when interacting with Customer Service associates and customers.
• Ability to read and comprehend simple instructions, short correspondence, and memos in English.
• Ability to write simple correspondence in English.
• Ability to effectively present information in one-on-one and small group situations.

Nice-to-haves

• Experience in a retail environment.
• Knowledge of inventory management systems.
• Familiarity with customer service best practices.