Service Operations Manager

Overview

PURPOSE:

Exemplifies and ensures strong customer service in all areas of the job. Directs and controls the operation of the front end in compliance with Company policies and procedures.

• Champions corporate and division customer service programs to meet or exceed division customer service goals.
• Manages and schedules duties of Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
• Manages and meets departmental budgets and financial objectives, including service scores, sales, quarterly labor, bag expense, cash shortages/overages, and check expense projections.
• Directs and supervises front-end operations; monitors customer traffic flow, lane coverage, and cleanliness of the front-end, restrooms, entryway, and parking lot.
• Ensures compliance with Company policies (Cash Handling, Employee Purchase, Restricted Product Sales, Coupon/Gift Card policies, scan accuracy, scheduling minors, Product Return Policy, WIC, sanitation, safety, security, grooming standards, dress code, check acceptance, etc.).
• Ensures accurate operation and function of the Point of Sale system.
• Handles cash flow requirements including deposits, armored car service, safe transactions, issues/pickups, tills, approving checks/refunds, and monitoring cashier funds. Completes all front-end forms.
• Works with Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve cash variances, voids, refunds, till irregularities, and Time Clock/Attendance violations.
• Works with Scan/FMC Team to ensure scanning file issues are corrected promptly.
• Partners with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues.
• Assists Administrative Coordinator with cash management issues.
• Oversees front-end employee training in coordination with the Administrative Coordinator.
• Responsible for ordering money orders, bus passes, lottery, gift cards, postage, change, and commission items (if applicable). Balances money orders, transfers, gift cards, and lottery.
• Assists in maintaining fresh, full check stand merchandisers; ensures check stand cleanliness and proper signage.
• Ensures front-end equipment is operational; implements emergency procedures for equipment/software malfunctions.
• Reviews refund, void, and override reports to control excessive activity.
• Creates department schedules using computer scheduling programs; posts schedules timely and communicates changes.
• Serves as overflow cashier when needed.
• Coordinates and implements front-end programs, including Community Relations promotions, to help meet Division goals.
• Interviews and recommends hiring of Front End Clerks and Courtesy Clerks with Store Director approval; recommends corrective action.
• Attends required training and sales meetings.
• Maintains confidentiality regarding employees, store sales, and Company information; maintains accurate department records.
• Responds to incoming calls; resolves customer complaints and reports issues to the Store Director.
• Performs all duties with honesty, integrity, and in compliance with Company policies.
• Performs other necessary and required duties.

• PHYSICAL AND GENERAL REQUIREMENTS
• Thorough knowledge of front-end operations, policies, and procedures; ability to perform basic math (addition, subtraction, percentages).
• Friendly, courteous, and able to maintain composure in a fast-paced environment with interruptions and customer concerns.
• Must judge and react appropriately to business activity.
• Strong written and verbal communication skills; leadership ability; capable of training and developing employees.
• Legible handwriting and ability to follow written instructions.
• Operates front-end systems, computer software, and electronic devices for sales tracking, scheduling, and documentation.
• Stands for long periods; frequently walks, bends, stoops, kneels, twists, and turns. Able to lift/maneuver items up to 50 lbs. Manual dexterity and good hand-eye coordination required.
• Uses cleaning supplies and equipment.
• May be required to work nights, weekends, and holidays; schedule varies. Occasional overnight travel may be required. Good attendance required.
• Uses calculators, keyboards, telephones, computers, and other office equipment.
• Complies with grooming standards and dress code, including safety shoes, gloves, aprons, and head coverings.

Most work is performed in a temperature-controlled store environment. Some exposure to varying weather conditions for outdoor duties. Exposure to parking lot traffic, maneuvering carts, and varying traction surfaces during inclement weather. Frequent exposure to and handling of cold product.

The above statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities and skills required for this position.