Assistant Customer Experience Manager

Assistant Customer Experience Manager

Location:

351 East High Street

• Promotes excellent customer relations by instilling positive customer focused behavior with associates.
• Smiles and greets customers, answers customer questions and helps resolve customer concerns promptly in a polite and professional manner.
• Focuses on continuous improvement in all areas of the department and makes changes to ensure progress.
• Assists Customer Experience Manager in overseeing all aspects of front‑end operations.
• Performs duties of the Customer Experience Manager in their absence.
• In the absence of store management, may assume complete responsibility for total store operations.
• Enforces cash‑handling control and security measures to identify and prevent losses.
• Follows and enforces all company policies/procedures related to Front End operations.
• Adheres to all company and state laws and regulations related to Anti‑Money Laundering Compliance, tobacco and alcohol sales, lottery, price accuracy, WIC, etc.
• Oversees bookkeeping procedures.
• Assists Customer Experience Associates with getting change, checking prices, voids, refunds, etc.
• Conducts unannounced audits on cashiers.
• Assists store management in onboarding Customer Experience Associates.
• Trains to provide a fast, friendly, accurate and efficient checkout experience for customers.
• Implements and communicates new programs and procedures to associates.
• Recognizes and rewards associate performance.
• Participates in associate annual performance reviews.
• Utilizes the Learning Management System (LMS) for current and new associates.
• Utilizes the auto‑scheduler system to update Front End associate availabilities, headcounts, and schedules to meet weekly business demands while achieving budgeted labor rates and sales per labor hour goals.
• Controls supply costs while ensuring adequate inventory levels to meet business demands (e.g., paper and plastic bags, etc.).
• Directs the flow of customers through the Front End.
• Ensures sufficient checkouts are open to serve customers efficiently, keeping wait time to a minimum.
• Monitors breaks and lunches to keep customer service uninterrupted.
• Oversees lot attendant service to assist customers with shopping carts and loading groceries into vehicles.
• Operates front‑end scanning equipment and register, performs all related checkout procedures including properly bagging merchandise efficiently and placing merchandise in customers’ carts.
• Assists customer service with answering phone calls with a polite and positive attitude.
• Uses intercom for necessary announcements or pages.
• Maintains functionality of equipment, hardware, and software.
• Reports any issues requiring further resolution in a timely manner.
• Communicates all information to cashiers regarding special promotions and sale items.
• Generates sales by suggestive selling.
• Attends and participates in store’s daily huddles.
• Maintains knowledge of weekly ads, marketing promotions and store layout to answer customer questions.
• Oversees safety and sanitation of the parking lot, porch, entrance/exit, and checkout area.
• Keeps cart corrals and parking lot clean and clear of carts.
• Responsible for general sanitation in the department.
• Follows cleaning schedules and department guidelines to ensure work areas, equipment, counters, display cases, etc. are well maintained, clean and meet all health and OSHA requirements.
• Disposes of trash properly.
• Ensures smooth function of department and store by cooperating with co‑workers and superiors.
• Is responsible for continuously improving job performance.
• May assist with baling cardboard or other related duties (if properly trained).
• May assist with receiving, unloading, checking‑in, breaking‑down, and storing deliveries through operation of power jack or hand jack (if properly trained).
• Is responsible for utilization of all company provided Personal Protected Equipment (PPE). Including but not limited to cut‑resistant gloves, safety cutters, company‑sponsored footwear, etc.
• May also be called upon to assist in other departments.

• Supervises all associates within the department.
• May assume total leadership of the building in absence of store…