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Form of workPosition Summary:
Learns how to serve as the leader and to oversee the retail operation of a specific store, in conjunction with the General Manager; and learns how to help ensure that the store operates efficiently and in compliance with applicable Federal, State and local laws and Company policies
Position Responsibilities
Provides customer service leadership/direction, in conjunction with the General Manager, for entire store and team of employees working in that location
- Monitors store activities to ensure that transactions are taking place in the proper manner, in order to provide maximum customer service
- Demonstrates customer service as a priority; handles escalated customer concerns and emergencies in absence of the General Manager. Seeks appropriate resolution for the situation while observing Company guidelines and ensuring customer satisfaction
- Trains, schedules and coaches all new and current store associates to ensure store positions are staffed to appropriately handle Customer Service needs
- Ensures customer service is a priority by scheduling staff consistent with customer activity
- Adheres to and trains employees on Federal, State and local regulations and ensures the sale of age restricted products are prohibited to individuals under the minimum age requirement
- Helps ensure that employees follow all Company policies as detailed in the Operations Manual, and in compliance with Federal, State and local laws; including taking steps to ensure compliance with uniform, personal appearance, and customer service standards
- Works in tandem with the General Manager to ensure Management/leadership is available to customers and employees at all times
- Provides support to store as needed, often beyond regularly scheduled work times. If not available, ensures that a reliable back up has been provided
- Assists in identifying qualified applicants, performing interviews as needed, and making employment decisions including but not limited to hiring, evaluating, scheduling, training and disciplining as needed
- Ensures applications and staffing forecasts are forwarded to recruiting centers when applicable
- Promotes an environment focused on customer service, satisfaction and store cleanliness
- Maintains high staff retention by helping to develop leaders, empower employees and encourage increased employee productivity
- Helps perform and supervise all minor maintenance tasks in order to eliminate inconvenience to the customer; supports procedures for additional repairs and maintains work orders
- Responds quickly to all emergencies for the safety and security of customers and employees and notifies the appropriate individuals
- Ensures proper execution of Company standards by maintaining knowledge in the following sales responsibilities: food focus, counts/inventory, vendor relations and selling point/engagement
- Assists in implementing all merchandising, marketing and foodservice programs, which includes maintaining plan-o-gram integrity, appropriate sign placement and proper preparation and execution of foodservice products
- Promotes store sales and selling initiatives and encourages the team to strive to reach goals/objectives. Provides suggestions for improving sales, margins and execution of all programs
- Motivates and coaches store associates on proper upselling techniques. Reviews sales reports to ensure the store is on track to achieve selling point goals and promotions
- Ensures promotional signage and displays are properly updated per guidelines
- Provides training to store associates regarding food preparation procedures. Ensures proper preparation, presentation and maintenance of all stock levels
- Ensures products are in-stock, in date and available for purchase; helps audit inventory on a regular basis and manages on-hand quantities, adding back stock to displays as needed
- Demonstrates a high value for Health, Environment, Safety and Security (HES) issues, initiatives and programs in both personal and organizational responsibilities
- Integrates HES into day-to-day job performance. Maintains a safe environment for all customers and employees
- Ensures that employees are properly trained to order merchandise and products
- Conducts area pricing surveys, at the request of the General Manager, reports the results and adjusts sales prices as directed
- Follows and complies with all health and sanitation procedures and adheres to safe work practices
- Ensures that all necessary store reports and paperwork are completed accurately and in a timely fashion
- Completes other duties as assigned by Management
