Customer Lead - Food Lion

Description

Primary Purpose:

Provide fast, easy, flexible and friendly service to our customers through the achievement of Food Lion customer service standards. Assist the Customer Service Manager and the Assistant Customer Service Manager in maintaining standards according to Front End Standard Practice. Maximize sales through excellent customer service.

Duties and Responsibilities:

 Serve as a model for customer service and other vital behaviors and instills Food Lion values in all front end associates through coaching

 Smile, greet customers by name when possible and provides prompt, accurate and friendly service while engaging customers to create a positive shopping experience

 Is courteous and helpful to other associates

 Avoids personal conversations with other associates when customers are present

 Unloads customers’ groceries from their cart to the belt-unload items for ease of bagging such as grouping cold items together. Follows correct bagging procedures for the correct use of bags by type

 Checks the bottom of every cart and under all baby seats for items before order is completed.

 Perform and follow procedures for refunds and overrides

 Identifies customers needing assistance and offers to take the customer’s order to their car

 Maintains alertness and calls for assistance when needed to service customers per service standards

 Checks prices quickly and accurately

 Wears the Food Lion uniform with apron, complete with name badge, when on duty, has a neat and clean appearance while adhering to the Food Lion dress code

 Retrieves shopping carts from the parking lot and cart corrals utilizing the tether strap and safety vest per standard practice

 Ensures work station and Front End area of the store has a neat and clean presentation

 Reports any register malfunction to the Customer Service Manager or MOD

 Adheres to all company guidelines, policies and standard practices

 Observes and corrects all unsafe conditions that could cause associate or customer accidents (e.g. broken equipment of fixtures, cases stacked improperly, refrigeration cases leaking, etc.)

 Notify QA of any further cleaning issues or maintenance required on front end

 Successfully complete Computer Based Training (CBT) and Training Aid courses

 Perform the task of cashier when scheduled or as needed per the surge plan guidelines

 Manage the front end in the brief absence of the CSM/ACSM if needed to ensure service standards are maintained

 Ensure check stands are supplied with proper bags, register receipt paper, Catalina coupon paper and re-stocks cigarette drawers at each check lane if applicable

 Meet the physical requirements of the position, with or without reasonable accommodations

 Performs all other duties as assigned

Requirements

Qualifications:

 High school graduate or equivalent preferred

 Effective communication and customer service skills

 Ability and willingness to learn and perform multiple tasks and technical requirements of the job

Physical Requirements:

 Ability to use computers and other communication systems required to perform job functions

 Perform repetitive hand and arm motions

 Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. on occasion

 Pull or push up to 75 lbs. on occasion

 Ability to handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers and household cleaners

 Stand 100% of the time with frequently walking short distances

 Use hands to frequently/continuously handle currency (paper and coin) as well as operate a variety of equipment such as cash register, lottery machine (where applicable), scanner, computer, and calculator

 Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level

 Tolerate working in extreme hot/cold temperatures for up to 20 minutes at a time

 Have sufficient visual ability to check ID cards, checks, invoices and other written documents