Express Lane Supervisor

SUMMARY

Primary responsibility is to Take Excellent Care Of Our Customers by satisfying each customer’s needs, exceeding their expectations, and making every shopping visit a pleasant and satisfying experience. Supervises the Express Lane program for the store. Supervise all Express Lane associates. During down times, the Express Lane Supervisor also performs the duties of Order Selector, bagger, and/or cashier.

Customers are among Harris Teeter’s most valuable assets. Every associate represents Harris Teeter to our customers and the public. The way associates perform their jobs presents an image of the entire Company. Customers judge Harris Teeter by how they are treated each time they have contact with an associate. Therefore, one of the top business priorities is to assist any customer or potential customer.

Nothing is more important than being courteous, friendly, helpful, and prompt in the attention given to customers.

Harris Teeter will provide training to all associates who have extensive customer contact. If a customer wishes to make a specific comment or complaint that you cannot resolve, direct that person to department management or the manager-on-duty for appropriate action. Remember that all contacts with the public in person, over the telephone, and through any communication reflect not only on an individual associate but on Harris Teeter as a whole.

Positive customer relations will not only enhance the public's image of Harris Teeter, but also pay off in greater customer loyalty and increased sales and profit.

• Your job performance is required to demonstrate the highest level of customer service. Never be rude to a customer under any circumstance.
• Follow through on customer requests. If you cannot say “yes” to a customer’s request, contact the manager-on-duty.
• Your full focus is required to be on the customer and bagging their order. You are required to:
• Make eye contact with and smile at every customer.
• Speak to customers in a genuine, clear, and enthusiastic manner.
• Greet every customer and accompanying family members [especially children].
• Always tell customer “thank you for shopping with us today!”
• Maintain adequate work area;
  Download internet orders;
  Shop internet orders following all policies and procedures;
  Operate Point of Sale Register;
  Bag orders;
  Stage orders;
  Load grocery orders;
  Complete all required paperwork;
  Communicate with customers;
  Communicate with store associates and Corporate Office;
  Attend store sales and service meetings reporting Express Lane wait times, in-stock percentages, customer satisfaction including IVR comments and mobile feedback ratings; keep management aware of order cancellations.

Interview and assist in hiring new associates. Train new home shopping associates and manage the Express Lane training process;
Scheduling;
Manage labor and communicate cross charged hours needs to store management;
Communicate store level and corporate objectives;
Handle customer issues and complaints. Use progressive discipline when necessary. Ensure procedures for proper substituting and minimum selection dates are followed.

Reflect an appropriate business image to customers and visitors. How you dress, your grooming and personal cleanliness standards all contribute to that image and also to the morale of your fellow associates. During business hours or whenever representing Harris Teeter, you are expected to present a clean, neat, and tasteful appearance. You are required to always dress and groom yourself according to our Company policy that reflects accepted conservative norms.

Be reliable and punctual by reporting for work on time and as scheduled. When you are absent or late, it places a burden on other associates and can impact productivity and service. In the rare instances when you cannot avoid being late or are unable to work as scheduled, notify your supervisor or Manager-on-duty two (2) hours in advance of your scheduled start time so that appropriate arrangements can be made.

Communicate in English with customers and fellow associates regarding requests, current sales…