FT Assistant Manager Customer Service

Food Lion - Lewisville, NC

Full-time - Entry Level

Lewisville, NC

10,001+ employees

Food and Beverage Retailers

About the position

As an Assistant Manager of Customer Service at Food Lion, you will play a crucial role in supporting the management and operations of the store to achieve financial and sales goals. Your primary responsibility will be to build strong relationships with both associates and customers, fostering a positive culture that aligns with Food Lion's strategic objectives. You will maintain effective communication with the management team and all associates, ensuring that everyone is aligned with the store's goals and customer service standards. In this position, you will manage all Front End operations, which include the Service Center, Self-Checkout, and Food Lion To-Go services. You will be responsible for hiring, training, and developing associates to meet the needs of the department. Supervising the performance of department associates is key, as you will provide ongoing performance management training and conduct formal performance appraisals for your direct reports. Your leadership will be essential in promoting a culture that reflects Food Lion's brand and values. You will also support the achievement of budgeted financials and operating results, while ensuring that customer service remains a top priority. This includes maintaining an atmosphere of enthusiastic customer awareness, emphasizing fast, easy, flexible, and friendly service. You will be expected to role model outstanding customer service and utilize your skills to offer solutions that meet or exceed customer expectations. Additionally, you will control store expenses through proper ordering and care for supplies and equipment. Understanding and utilizing company tools such as financial reports, inventory systems, and scheduling will be part of your daily responsibilities. You will ensure that the Front End department maintains high standards of appearance, quality, and safety, while also monitoring shrink and ensuring that all inventory is accounted for. Compliance with local, state, and federal regulations is essential, as is adherence to company guidelines and policies. You will also be responsible for recognizing and rewarding accomplishments while providing constructive feedback to associates to enhance customer satisfaction and store sales.

Responsibilities

• Manage all Front End operations including Service Center, Self-Checkout, and Food Lion To-Go.
• Hire, train, and develop associates to meet department needs.
• Supervise the performance of all duties and responsibilities of department associates; provide ongoing performance management training and conduct timely formal performance appraisals for direct reports.
• Provide leadership and motivation within the store to promote a culture reflective of our Brand, Strategy and Culture.
• Support the achievement of budgeted financials, operating results and Food Lion To-Go KPIs.
• Maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast, easy, flexible and friendly customer service.
• Role model outstanding, friendly customer service and use skills and knowledge to offer solutions that meet or exceed customers' expectations.
• Control store expenses through proper ordering, care for supplies and equipment.
• Understand and use company tools such as financial reports, average cost inventory system (ACIS), scheduling, productivity, ordering (CAO), business information systems, and Food Lion To-Go applications.
• Perform duties that ensure department appearance, quality, variety, workplace safety, food safety and department sanitation are consistently maintained.
• Ensure Front End schedules, including Food Lion To-Go, are written per standards, to provide extraordinary customer service at all times.
• Maintain all Front End registers and equipment, including Food Lion To-Go equipment, and place service calls in an efficient manner.
• Ensure all Front End cashiers review the weekly sales flyer and understand where to find key items and communicate unanticipated out of stock conditions.
• Monitor shrink, ensure inventory, including money and monetary assets, are accounted for; provide coaching for associates to recognize and prevent losses.
• Ensure proper control of all store funds and company assets.
• Observe and correct all unsafe conditions that could cause associate or customer accidents.
• Record and report all associate and customer accidents in accordance with established Food Lion procedures.
• Ensure compliance with local, state and federal regulations.
• Adhere to all company guidelines, policies and standard practices.
• Maintain security standards.
• Successfully complete Computer Based Training (CBT) and Training guide.
• Provide recognition of accomplishments and offers constructive counseling when necessary as it relates to achieving customer satisfaction and service while building store sales.

Requirements

• A high school graduate or equivalent preferred.
• Ability to lead and manage a team.
• Strong understanding of store operations and merchandising techniques preferred.
• Excellent interpersonal, organizational, communication and customer service skills.
• Demonstrated good judgment solving problems, making decisions, handling complaints, arbitrating disputes and resolving grievances.
• Ability and willingness to learn multiple tasks and technical requirements of the job.
• Ability to use technical information to solve problems.
• Must meet minimum age requirements to perform specific job functions.
• Must be able to meet the physical requirements of the position, with or without reasonable accommodations.
• Must be accredited by the National Registry of Food Safety Professionals or similar accrediting organization as a 'Certified Food Safety Manager' or will be required to attend company provided training and have the ability to achieve accreditation within the first 90 days of employment; Accreditation must be maintained while employed in a position requiring accreditation.