Assistant Customer Experience Manager

Looking for a company that treats associates with respect, understanding, and appreciation? Looking for a company that is passionate about teamwork and the growth of it's associates and communities? That's WEIS

Location Address: 2400 East Market Street

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Assistant Customer Experience Manager is responsible for the functions below, in addition to other duties as assigned:

• 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.
• Makes sure there are sufficient checkouts open to properly and efficiently service customers, keeping wait time to a minimum.
• Monitors breaks and lunches so customer service is not interrupted.
• 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 check out procedures including properly bagging merchandise efficiently and placing merchandise in customer's cart.
• Assist 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.
• Generate 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 that 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.
• Responsible to continuously improve job performance.
• May assist with baling cardboard or other related duties (if properly trained –training provided).
• May assist with receiving, unloading, checking-in, breaking-down, and storing deliveries through operation of power jack or hand jack (if properly trained –training provided).
• 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.

SUPERVISORY RESPONSIBILITIES

Sup