Manager Customer Service; H

FT Manager Customer Service (H)

Location: 8635 Walther Blvd, Perry Hall, MD (Store Code 01413, Front End 7223346)

Key

Purpose:

Support management and duties of store operations to meet financial and sales goals. Build associate and customer relations, promote a culture that supports Food Lion Strategy, and maintain strong communication with the management team, all associates in the store, and throughout the organization.

• Manage all Front End operations including Service Center, Self‑Checkout, and Food Lion To‑Go, if applicable.
• 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.
• Smile and maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast, easy, flexible and friendly customer service, creating a positive shopping experience for customers.
• 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 and care for supplies and equipment.
• Understand and use company tools such as financial reports, 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, providing extraordinary customer service at all times.
• Maintain all Front End registers and equipment, including Food Lion To‑Go equipment, and place service calls efficiently so as not to stall expected outcomes.
• Ensure all Front End cashiers review the weekly sales flyer and understand where to find key items, communicating unanticipated out‑of‑stock conditions.
• Monitor shrink, ensure inventory, including money and monetary assets, is accounted for; coach associates to recognize and prevent losses.
• Ensure proper control of all store funds and company assets.
• Observe and correct 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 offer constructive counseling when necessary, as it relates to achieving customer satisfaction and service while building store sales.
• Perform all other duties as assigned.

• 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 a similar accrediting organization as a "Certified Food Safety Manager", or will be required to attend company‑provided training and achieve accreditation within the first 90 days of employment; accreditation must be maintained while employed in a position requiring it.

• Use computers, smart devices and other…