Customer Service Team Leader

Job Description:

Food Lion has been a trusted grocery store for over six decades, making fresh and affordable ingredients available to customers in the areas we serve across 10 Southeastern and Mid-Atlantic states through our 82,000 associates.

PRIMARY PURPOSE:

We strive to exceed the expectations of our customers by providing speedy, straightforward, pliable, and cordial service. We aim to achieve this by strictly adhering to the Food Lion customer service standards. Our team also works collaboratively with the Customer Service Manager and the Assistant Customer Service Manager to enforce and sustain the Front End Standard Practice Manual, which ultimately leads to maximizing sales through top-notch customer service.

DUTIES AND RESPONSIBILITIES:

• Engage your customers in a conversational manner, making eye contact and wearing a smile, to foster positive interactions and a healthy atmosphere
• Start the conversation by greeting every customer and utilize their name wherever feasible, to build a personal rapport
• Refrain from having personal talks with colleagues when you have customers waiting
• By utilizing accounting packets, it becomes possible to ensure the timely and precise execution of store office functions, and any deviations from the expected cash amount must be communicated to the Assistant Customer Service Manager
• Be up-to-date with the office regulations such as cash reports, register verifications, deposits, Western Union transactions, money orders, and Coinstar payments
• The appearance of the work station and store front should be tidy and presentable
• Maintains an up-to-date understanding of all functions related to sales associates' registers and front-end accounting procedures
• If the register malfunctions, inform the Customer Service Manager, or if the MOD is not available, ensure quick and effective service calls
• The successful operation of the MVP savings center KIOSK hinges on its regular maintenance and availability of paper
• Performs the responsibilities of a sales associate at the discretion of the surge plan guidelines
• Carries out the role of the customer lead on an as-needed basis to ensure that the quality of service is upheld
• Stay attentive and summon assistance as per the defined service standards to cater to the needs of the customers effectively
• Being kind and accommodating towards fellow associates is a valuable trait that can create a positive work environment
• For all employees on shift, wearing the Food Lion uniform is a must, as well as the individual identification badge, maintaining a well-groomed and sanitary look, and following the company dress guidelines
• Make sure to follow all the guidelines, policies, and standard practices put in place by the company
• Watch out for and address any dangerous situations that have the potential to cause injury to associates or customers
• Advise the QA department regarding any cleaning or maintenance concerns that may arise while working in the front-end section
• The successful conclusion of instructional courses and computer based training (CBT) is a must
• Carry out any other tasks designated to you

QUALIFICATIONS:

• A high school graduate or an individual with an equivalent level of education is favored in this position
• Good communication and customer service skills are crucial in ensuring successful interactions with clients
• A willingness and aptitude to comprehend diverse job duties and technical requisites
• The ability to perform all the technical aspects of managing a cashier and service center is an essential requirement for anyone who aspires to take up this job
• It's essential to satisfy the minimum age requirements for performing certain tasks within a job
• The physical demands of the job must be met by the candidate, with or without reasonable alterations

PHYSICAL REQUIREMENTS:

• Using computers and other communication tools effectively is necessary to accomplish job responsibilities
• Make repeated motions with the hands and arms
• Continuously lift items weighing less than or equal to 15 lbs. through bending, frequently deal with objects of 25 lbs., and on occasion handle things up to 50 lbs
• In certain situations, it may be necessary to lift or drag up to 75 pounds
• Remain standing throughout, and take brief strolls often
• Possess the skill of handling and managing different substances that come with packaging materials, fresh produce, houseplants, and cleansing agents
• Utilization of hands is a regular part of this job as the handling of currency and use of various equipment like cash registers, computers, calculators, and lottery machines are a common occurrence
• Repeatedly extending and clutching items at the waist level, sometimes exceeding the shoulder or falling short of the waist
• Meet the specified targets for job-related metrics such as productivity or output
• Be capable of bearing extreme hot or cold temperatures for a duration that does not exceed 20 minutes
• The ability to visually inspect ID cards, checks, invoices, and other written materials is required
• Relocation of Bottles: Move any bottles or containers that are empty from the front of the store to the rear area

Employees and job seekers at Food Lion are provided equal employment opportunities regardless of their gender, race, religion, age, national origin, sexual orientation, veteran status, disability, gender identity or expression as protected by applicable laws.