Customer Operations Manager

Our client is a 6.5 billion dollar grocery chain. They employ over 40,000 people and are in their 38th record consecutive year of growth and profit. They are part of a 60 billion dollar parent company that is the 3rd largest retailer in the world.



We are currently searching for Customer Operations Manager for the York County area. This position is part of the store management team and in training to be a store manager.



BASIC PURPOSE:

The purpose of this position is to provide all stores with a well rounded management person whose primary responsibilities include overseeing all facets of customer service, store cash, store payroll, labor management, file maintenance, Associate recruitment and store records administration. In addition, as a member of the store management team, this person will assume complete responsibility for the management of the total store as required.



PRIMARY RESPONSIBILITIES:



CUSTOMER SERVICE/RELATIONS

Cultivates and maintains superior customer service and relations in the Service Department through polite and efficient handling of customer inquiries and complaints, attention to Associate appearance and behavior and maintaining acceptable service levels as established by the Company.



Acts as gatekeeper at all incoming SERTEC reports and must personally respond to all service issues and coordinate responses to all other issues.



SERVICE DEPARTMENT LABOR MANGEMENT

Control all Service Department labor dollars through the use of the Labor Management System (LMS) and the maintenance of performance standards and crew complements.



Monitors the performance of Service Department Associates to ensure that work quality and productivity is consistent with the standards established by the company. (i.e. Labor %, IPM, SPAH, IPH)



STORE INVENTORY SHRINK

Controls store shrink loss by monitoring cashier product handling, cashier ringing, scanning techniques, file maintenance performance and ensuring compliance with Company shrink control procedures pertaining to the Service Department.



SERVICE DEPARTMENT CONTROL/IMAGE

Ensures a clean, orderly and hazard free Service Department for customers and Associates by enforcing the Company's safety, sanitation and operating practices.



Maintains a friendly, professional and well organized image in all areas of the department. (i.e. parking lot, vestibule, service center and check-out lanes)



CASH CONTROL

Controls the loss of store moneys through proper handling, refunds, deposits, etc., while ensuring all applicable service/office personnel are updated a trained in all Company cash control procedures.



Bad checks



PAYROLL

Oversee store payroll process to ensure that the payroll is accurate and in compliance with Company, State and Federal policies/statutes.



Trouble shoots payroll related problems as well as maintains timely communication with the Corporate Office support departments regarding any payroll issues. (i.e. payroll, Employee Benefits, Human Resources)



ASSOCIATE RELATIONS

Foster harmonious Service Department Associate relations through active involvement in Associate selection, orientation, training/development, performance appraisal, counseling, recognition programs, service awards and other company programs. Directly supervises activities of the Store Employment Associate.



EXPENSES

Minimizes Service Department related expenses by ensuring the efficient use of supplies:

Proper bagging techniques (i.e. proper number of items per bag)

Cart control (maintaining count and upkeep of all carts)

Laundry



RECORDS ADMINISTRATION

Serves as custodian of store records including store cash, grocery receiving, payroll and personnel. (i.e. performance appraisal, form compliance, hiring paperwork, Associate corrective reviews, training records, etc.)



STORE COVERAGE

Performs total store management responsibilities as required.



PRICE INTEGRITY

Oversees all file maintenance functions to ensure accurate pricing in all departments.



SAFETY

Maintain a safe environment for all customers and Associates.



ADDITIONAL RESPONSIBILITIES:

Performs special store level projects as assigned by the Store Manager and/or Assistant Manager.



Assists in administration of Human Resources Programs as directed by the Store Manager. (i.e. Associate conduct, Associate recruitment, performance evaluations)



Trains/Mentors both MCS trainees and/or Assistant Store Manager trainees. May also provide training support to other selected store level Management trainees.





Requirements:



3+ years retail management experience

Experience in a fast-paced, multi-tasked environment Excellent customer service skills
REQUIREMENTS
Please see Job Description