Full-Time Customer Service Rep

FLSA:              Non-Exempt / Hourly

Department:      Operations

Company:         Staples Enterprises, Inc.

Job Description:

This position reports to and receives direction from the Store Manager and Assistant Manager.  Primary duties include ensuring proper and efficient store operations during the assigned shift within Company policies and procedures and in such a manner that contributes to the increased profitability of the store and exhibits commitment to Customer Service.  Duties will be assigned and individual will work under supervision.

General:

• Greet and thank every customer.
• Observe shift operating hours, as assigned.
• Report to work on time for scheduled shifts. 
• Perform daily tasks as assigned including running the register, stocking shelves, cleaning, etc…
• Adhere to all City, County, and State regulations, policies, laws, and ordinances.
• Provide each customer with prompt and courteous service.
• Stay current and familiar with Company Price Book, Training Manuals, and Employee Bulletins.
• Comply with all safety requirements.
• Notify management of all sales, cash or operation discrepancies.

The Following Duties and Responsibilities are required in the Manager/Assistant Manager’s absence or upon the Manager’s direction:

Employee Relations:

• Processes required employee information and paperwork on a daily basis.
• Proper work scheduling and use of allocated hours when required.
• Ensures compliance with company dress codes in areas of personal appearance, cleanliness, and uniforms for themselves and store employees.
• Promotes teamwork between store employees, supervision and staff.
• Delegates tasks to responsible personnel.
• Conducts themselves in a professional manner, speaking highly of the company in the presence of other employees, vendors, and customers.

Communications:

• Be available for “on call” and have direct access to a telephone at all times.
• Relays information from manager or supervisor to all store employees.
• Notify management of any personnel situations or policy violations that have an adverse impact on store operations, safety or work environment.  This includes illegal activity.
• Keeps all store information confidential.

Bookkeeping:

• Prepare a shift-change report at the completion of each shift in accordance with Company guidelines.
• Properly and accurately document all hours worked on the approved time card and sign to verify hours worked are correct.
• Notify management of any discrepancies during assigned shift or of any cash over or short conditions in excess of $5.00 within 24 hours.
• Assure proper sale and accounting for lottery ticket sales during assigned shift.
• Ring all sales as per Company policy and give customer their receipt.
• Accurately post price adjustments, store use of merchandise, voids, and bad merchandise write-offs within the established guidelines.

Merchandising:

• Orders merchandise and maintain proper gross profits
• Checks competition prices
• Ensures that correct pricing is maintained and that merchandise is rotated, clean and in date code.
• Is aware of and assists with all promotions according to the marketing plan, displaying advertising material, window banners, and displays on a timely basis.
• If applicable, understands deli operations

Customer Relations:

• Assures that each customer receives prompt and courteous service
• Handles customer complaints in a professional and helpful manner.
• Uses suggestive selling to improve sales.

Store Conditions:

• Maintain Expressway’s standard of housekeeping.
• Ensures that each shift maintains store cleanliness and that equipment maintenance meets company standards.

Security:

• Follows company policies to ensure against loss of money or merchandise.
• Maintains control to ensure proper use of all store keys, safe combinations and equipment passwords.

• Assist with controlling inventory during assigned shift.
• Follow Company policy with regard to excessive cash in the register and general safe security measures.
• Protect company assets at all times – 100% honesty, 100% of the time.

Hours of Work:

• Normal workweek consists of at least 40 hours and must be available for on-call duty in the event of an emergency.
• This position will be scheduled to work every other weekend.

Deli Operations:

The Lead CSR should assist the Deli Manager with duties as needed/assigned and be knowledgeable of all Deli functions.

• Food safety certification is required in accordance with state and federal standards
• Provide training to staff on company policies and sales guidelines.
• Respond to queries and complaints from both customer and employee.
• Ensure employees follow company policies and store rules.
• Coordinate with employees to operate the Deli store to achieve sales goals.
• Ensure that products are properly labeled with prices, dates and time when necessary.
• Monitor and maintain stock inventory levels to avoid over and under stock problems.
• Interact politely with clients while solving problems related to sales, dissatisfied service and issues regarding store operation.
• Operate all food preparation machines and equipment.
• Receive, unload and stock the food items.
• Ensure that facility is maintained neat, clean and safe.

Other:

• Performs other job-related duties as assigned.

Job Requirements:

• Ability to speak, read, understand, written and spoken English at the eighth-grade level.

• Ability to perform basic arithmetic calculations in order to be able to make change, complete shift reports and account for number of a variety of products during vendor check-ins.

• Sufficient visual acuity to check identification and process payments.

• Ability to read and understand instructions for operating electronic cash registers and other equipment.
• Ability to lift up to 25 lbs on a regular basis.
• Ability to stock shelves and coolers, put a tanker truck nozzle in the underground storage tank, and climb a ladder to clean windows, sweep, mop, dust, and collect trash.  This requires the ability to climb, reach, stoop, bend, kneel, crawl, etc… (A good range of motion and flexibility is necessary).
• Ability to tolerate exposure to gasoline fumes and cleaning products.
• Ability to work in cooler – exposure to temperatures of 35 degrees for up to 20 minutes at a time.
• Ability to work in freezer – exposure to temperature of – 20 degrees for up to 3 minutes.
• Ability to stand for long periods of time, possible nine or more hours and work alone.
• Ability to drive a motor vehicle.  Must have a valid license to perform this function.  Not all sales associates are required to perform this particular function.