SUMMARY

The Customer Service Manager duties include but are not limited to providing genuine customer service, supervising and managing the front-end team, direct and coordinate effective training, enforce front end policies and procedures (including safe and cash accountability), labor control, gaining product knowledge and working in a safe manner while fostering the Niemann Harvest Market culture.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Delivers superior guest service and ensure absolute customer satisfaction.
• Lead and motivate front end staff to ensure they are giving the best customer service possible.
• Learns and uses the three E’s: Engagement, Educate, Empowerment.
• Learns and uses the GUEST program.
• Greet Customers. Be sincere. Use a smile. Project a friendly manner. Engage the customer in casual conversation. Show respect toward customers purchases. Thank them.
• Maintains cleanliness on the front end including check lanes, service desk, carts and cart vestibule area.
• Understands all aspects of the cashier position including produce identification.
• Responsible for company assets including safe funds, bank deposits, and cash accountability.
• Monitors front end transactions to ensure proper handling of product.
• Is accountable for services handled at the service desk.
• Answers incoming calls using proper phone etiquette.
• Works closely with all departments, communicates customer feedback.
• Develops and implements weekly schedule for the front end using weekly store projections.
• Monitors front end coverage and makes adjustments for customer volume.
• Enforces company audit policy.
• Interviews and hires.
• Trains and coaches Front End team as needed.
• Recommends Associates for advancement or special recognition.
• Controls and monitors cashier and bookkeeping over/shorts.
• Is attentive to Bottom of the Cart.
• Works towards achieving company items per minute standards.
• Review labor and bookkeeping reports and take appropriate action.
• Review refund logs for proper authorization and balancing.
• Ensures compliance with Government Regulations regarding link card, WIC, weights and measures, Health Department regulations and purchase of tobacco, liquor and lottery products.
• Control store expenses through proper ordering of front end supplies, merchandising, care and maintenance of front end equipment.
• Ensures compliance to Western Union Anti-Money Laundering act by monitoring and reporting suspicious activity.
• Follows all store and department policies and procedures.
• Follows safety policies and procedures; is a safety role model.
• Other duties as assigned by supervisor.

KEY ATTRIBUTES

• Passion/purpose.
• Foodie/farmer.
• Thirst for knowledge/curious/inquisitive.
• People enthusiast/outgoing.
• Genuine.
• Good communicator/desire to share.
• Trendy/fun.
• Honest.
• Techie.
• Leadership skills.
• Integrity.
• High Energy Level.
• Ability to multi-task.

SUPERVISORY RESPONSIBILITIES

Directly supervises a varied number of Associates in the Front End. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training Associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining Associates; addressing complaints and resolving.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); One to three months related experience and/or training; Or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or Associates of organization.

MATHEMATICAL SKILLS

Basic math concepts (addition, subtraction, division, multiplication, percentages and sales per associate hour).

CERTIFICATIONS, LICENSES, REGISTRATIONS

There are no required certifications, licenses, or registrations.

RECOMMENDED EQUIPMENT

• Slip resistant shoes with closed toe and heel.
• Ladder.
• Stepladder.
• Uniform per store policy.

PHYSICAL DEMANDS

Regularly (Over 2/3 of the time) Stand, Walk, Use hands to finger, handle, or feel, Reach with hands and arms, Stoop, Kneel, Crouch, Communicate with associates and customers, Lift and/or move up to 15 pounds. Frequently (Between 1/3 to 2/3 of the time) Overhead lifting, Climb, Balance, Lift and/or move up to 25 pounds. Occasionally (Less than 1/3 of the time) Sit, Crawl, Smell, Lift and/or move up to 50 pounds. Vision Close, Distance, Peripheral, Depth perception, Ability to adjust focus, Ability to distinguish colors.

PAY RANGE

(depends on industry experience) $17 up to $22/hour.

BENEFITS

(eligibility based on full-time/part-time status) Medical, Dental, and Vision Insurance, Flexible Spending Accounts (Medical and Dependent Care), Life Insurance, Voluntary Benefits, MI Earned Sick Time (ESTA), Retirement Plans, Employee Assistance Program.

WORK ENVIRONMENT

Occasionally Risk of electrical shock, Outdoor weather conditions from exterior doors, Noise Level Moderate.

*Niemann Foods Management retains the discretion to add to or change the position requirements at any time.

**Position requirements may vary by store location.