Assistant Customer Experience Manager

Weis Markets, Inc.; Charlotte Hall (MD); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking an Assistant Customer Experience Manager to enhance customer relations and oversee front-end operations. This role focuses on promoting teamwork and a positive shopping experience while ensuring compliance with company policies. The ideal candidate will lead a team, manage cash handling processes, and train associates to deliver exceptional service. Join a company that values respect and growth, and be part of a dynamic team dedicated to continuous improvement and community engagement.

Benefits

Health Plan

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Paid Time Off

Employee Assistance Program

Scholarship Program

Associate Discount Programs

Pet Insurance

Legal Services

Qualifications

• Supervises associates and ensures customer satisfaction.
• Assists in onboarding and training customer experience associates.

Responsibilities

• Promotes excellent customer relations and oversees front-end operations.
• Enforces cash handling controls and ensures compliance with company policies.

Skills

Customer Service

Team Leadership

Cash Handling

Training and Onboarding

Problem Solving

Job description

Looking for a company that treats associates with respect, understanding, and appreciation? Looking for a company that is passionate about teamwork and the growth of it's associates and communities? That's WEIS!

Location Address:

30015 Three Notch Road

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Assistant Customer Experience Manager is responsible for the functions below, in addition to other duties as assigned:

• Promotes excellent customer relations by instilling positive customer focused behavior with associates. Smiles and greets customers, answers customer questions and helps resolve customer concerns promptly in a polite and professional manner. Focuses on continuous improvement in all areas of the department and makes changes to ensure progress.
• Assists Customer Experience Manager in overseeing all aspects of front-end operations. Performs duties of the Customer Experience Manager in their absence. In the absence of store management, may assume complete responsibility for total store operations.
• Enforces cash handling control and security measures to identify and prevent losses. Follows and enforces all company policies/procedures related to Front End operations. Adheres to all company and state laws and regulations related to Anti-Money Laundering Compliance, tobacco and alcohol sales, lottery, price accuracy, WIC, etc. Oversees bookkeeping procedures.
• Assists Customer Experience Associates with getting change, checking prices, voids, refunds, etc. Conducts unannounced audits on cashiers.
• Assists store management in onboarding customer experience associates. Trains to provide a fast, friendly, accurate and efficient checkout experience for customers. Implements and communicates new programs and procedures to associates. Recognizes and rewards associate performance. Participates in associate annual performance reviews. Utilizes the Learning Management System (LMS) for current and new associates.
• Utilizes the auto-scheduler system to update Front End associate availabilities, headcounts, and schedules to meet weekly business demands while achieving budgeted labor rates and sales per labor hour goals.
• Controls supply costs while ensuring adequate inventory levels to meet business demands (e.g., paper and plastic bags, etc.).
• Directs the flow of customers through the Front End. Makes sure there are sufficient checkouts open to properly and efficiently service customers, keeping wait time to a minimum. Monitors breaks and lunches so customer service is not interrupted.
• Oversees lot attendant service to assist customers with shopping carts and loading groceries into vehicles.
• Operates front-end scanning equipment and register, performs all related check out procedures including properly bagging merchandise efficiently and placing merchandise in customer’s cart.
• Assist customer service with answering phone calls with a polite and positive attitude. Uses intercom for necessary announcements or pages.
• Maintains functionality of equipment, hardware, and software. Reports any issues requiring further resolution in a timely manner.
• Communicates all information to cashiers regarding special promotions and sale items. Generate sales by suggestive selling. Attends and participates in store’s daily huddles.
• Maintains knowledge of weekly ads, marketing promotions and store layout to answer customer questions.
• Oversees safety and sanitation of the parking lot, porch, entrance/exit, and checkout area. Keeps cart corrals and parking lot clean and clear of carts. Responsible for general sanitation in the department. Follows cleaning schedules and department guidelines to ensure that work areas, equipment, counters, display cases, etc. are well maintained, clean and meet all health and OSHA requirements. Disposes of trash properly.
• Ensures smooth function of department and store by cooperating with co-workers and superiors. Responsible to continuously improve job performance.
• May assist with baling cardboard or other related duties (if properly trained –training provided).
• May assist with receiving, unloading, checking-in, breaking-down, and storing deliveries through operation of power jack or hand jack (if properly trained –training provided).
• Responsible for utilization of all company provided Personal Protected Equipment (PPE). Including but not limited to cut resistant gloves, safety cutters, company sponsored footwear, etc.
• May also be called upon to assist in other departments.

SUPERVISORY RESPONSIBILITIES

Supervises all Associates within the department. May assume total leadership of the building in absence of store management. Specific number of Associates under supervision is dependent upon the store size and presence of store management.

QUALIFICATION REQUIREMENTS

To perform this job successfully, the Associate must be able to perform each essential duty satisfactorily with or without an accommodation. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

Supervises associates within the department. May assume total leadership of the building in absence of store management. Specific number of associates under supervision depends upon the store size and presence of store management.

RATE OF PAY AND BENEFITS

The hourly pay for this position starts at $16.00/hr. and is up to $25.00/hr.

Weis Markets offers a competitive salary and comprehensive benefits package such as health plan, dental, vision, flexible spending accounts, short term disability, basic life and AD&D, group whole life with long term care rider, and voluntary insurance such as hospital indemnity, accident and critical illness, 401(k) retirement savings plans, scholarship program and associate discount programs, auto and home insurance, employee assistance program, pet insurance, purchasing power, ID theft protection, legal services, paid time off, sick pay provided the eligibility and criteria specific to the position is met.

Weis Markets is an Equal Opportunity Employer:Weis Markets is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of actual or perceived age, sex, sexual orientation, race, color, creed, religion, familial status, ethnicity, national origin, citizenship, disability, marital status, military or veteran status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with a disability may be entitled to a reasonable accommodation under terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ways things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Weis Markets.