Buffalo Mountain Co-op
Overview
The Front End Manager oversees the operations of the front end of the co-op to provide a positive shopping experience for our customers. They ensure that all systems and processes related to customer service are serving the needs of the member-owners and nonmember customers. This scope of work includes appropriate cash handling, scheduling cashiers, cash register operations, employee training, and overseeing customer service programs. A successful Customer Services Manager ensures a positive customer experience for all customers.
Status:
Reports to General Manager, Supervises Supervisors and Cashiers
Pay Level:
V, $18-$22/hr
Full Time:
32 - 40 hours/week
Responsibilities Customer Service
Greet customers, smiling and making eye contact. Assist customers with questions in a prompt, friendly, courteous manner, referring them to others when necessary. Communicate these policies and expectations to staff.
Assist other departments as appropriate to ensure the highest possible store operations and customer service. Communicate these policies and expectations to staff.
Handle unplanned situations calmly, smoothly, and in alignment with pre-established policies. Communicate these policies and expectations to staff.
Model exceptional customer service skills and communicate expectations to staff.
Provide staff with the tools required to ensure the highest level of service possible to our shoppers.
Provide product information and educational materials to customers and staff.
Work with the Leadership Team to establish customer service expectations and procedures and ensure staff is trained.
Front End
Ensure smooth operations of the Front End with the Front End Supervisors.
Set accuracy and labor goals for the department, review weekly, monthly, and quarterly reports, and plan corrective action as needed.
Hold regular Front End department and Supervisor meetings.
Develop and implement approved short and long-range department goals.
Maintain Front End logbook
Keep the front end and entryway of the store tidy and appealing.
Staff/Employee Support
Schedule Front End personnel, including coverage when people call out of work.
Review timecards for payroll to process.
Participate in hiring cashiers and perform reviews for their direct reports.
Trains cashiers on alcohol sales.
Oversees and directs tasks and projects for cashiers when there are no customers to check out to encourage productivity
Ensures accuracy and security of all cash handling.
Deal with shoplifters, disorderly customers, and medical emergencies following established procedures. Are there procedures in place?
Ensure that store is opened and closed following established procedures.
Communicate with Supervisors regarding store status and projects.
Serve as backup cashier in busy periods, to cover breaks, and as needed to cover absences.
Provide excellent internal customer service to all staff members, maintaining an attitude of goodwill toward yourself and others.
Help to create a work environment that is cooperative, fun, productive, and safe and that focuses on solutions instead of problems.
Qualifications
2 years of experience working in a retail environment
Well-developed, warm, friendly, and outgoing customer service skills
Able to solve problems independently and in collaboration with others
Excellent written and verbal communication skills
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Status:
Reports to General Manager, Supervises Supervisors and Cashiers
Pay Level:
V, $18-$22/hr
Full Time:
32 - 40 hours/week
Responsibilities Customer Service
Greet customers, smiling and making eye contact. Assist customers with questions in a prompt, friendly, courteous manner, referring them to others when necessary. Communicate these policies and expectations to staff.
Assist other departments as appropriate to ensure the highest possible store operations and customer service. Communicate these policies and expectations to staff.
Handle unplanned situations calmly, smoothly, and in alignment with pre-established policies. Communicate these policies and expectations to staff.
Model exceptional customer service skills and communicate expectations to staff.
Provide staff with the tools required to ensure the highest level of service possible to our shoppers.
Provide product information and educational materials to customers and staff.
Work with the Leadership Team to establish customer service expectations and procedures and ensure staff is trained.
Front End
Ensure smooth operations of the Front End with the Front End Supervisors.
Set accuracy and labor goals for the department, review weekly, monthly, and quarterly reports, and plan corrective action as needed.
Hold regular Front End department and Supervisor meetings.
Develop and implement approved short and long-range department goals.
Maintain Front End logbook
Keep the front end and entryway of the store tidy and appealing.
Staff/Employee Support
Schedule Front End personnel, including coverage when people call out of work.
Review timecards for payroll to process.
Participate in hiring cashiers and perform reviews for their direct reports.
Trains cashiers on alcohol sales.
Oversees and directs tasks and projects for cashiers when there are no customers to check out to encourage productivity
Ensures accuracy and security of all cash handling.
Deal with shoplifters, disorderly customers, and medical emergencies following established procedures. Are there procedures in place?
Ensure that store is opened and closed following established procedures.
Communicate with Supervisors regarding store status and projects.
Serve as backup cashier in busy periods, to cover breaks, and as needed to cover absences.
Provide excellent internal customer service to all staff members, maintaining an attitude of goodwill toward yourself and others.
Help to create a work environment that is cooperative, fun, productive, and safe and that focuses on solutions instead of problems.
Qualifications
2 years of experience working in a retail environment
Well-developed, warm, friendly, and outgoing customer service skills
Able to solve problems independently and in collaboration with others
Excellent written and verbal communication skills
#J-18808-Ljbffr