Customer Service Management Assistant

Harris Teeter - Wilson, NC

Full-time - Entry Level

Wilson, NC

Food and Beverage Retailers

About the position

The Customer Service Management Assistant plays a crucial role in supervising the Customer Service Department, which includes cashiers, baggers, customer service clerks, and the accounting office. 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 associates are performing their duties effectively and in compliance with company expectations. Key responsibilities include performing floor monitoring duties, interviewing and training associates, planning, assigning, and directing work, appraising performance, rewarding and disciplining associates, and addressing complaints and resolving problems. The assistant will also ensure that all items listed on the Customer Service Store Visit Audit and Loss Prevention Front End Audit are completed. Immediate coaching and feedback will be provided to associates who are not meeting compliance expectations. Additionally, the assistant may perform the 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 role requires flexibility to manage multiple tasks effectively under pressure and the ability to demonstrate patience when interacting with both associates and customers. The position also necessitates a high school diploma or GED, along with one to three years of related experience or training, or an equivalent combination of education and experience.

Responsibilities

• Supervise up to 120 associates in the Customer Service Department.
• Assist the Department Manager with overall direction, coordination, and evaluation of departments.
• Perform floor monitoring duties and ensure compliance with company standards.
• Interview and train associates to enhance team performance.
• Plan, assign, and direct work among associates.
• Appraise performance and provide feedback to associates.
• Reward and discipline associates as necessary.
• Address customer complaints and resolve problems effectively.
• Ensure completion of Customer Service Store Visit Audit and Loss Prevention Front End Audit items.
• Provide immediate coaching/feedback to associates 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 required.
• One to three years of related experience and/or training preferred.
• Excellent communication and interpersonal skills.
• Commitment to unparalleled customer service.
• Ability to manage multiple tasks effectively under pressure.
• Willingness to participate in customer service training and orientation.

Nice-to-haves

• Experience in a retail environment.
• Knowledge of inventory and spreadsheet software.