Customer Service Lead — Front-End & SCO Coach

Vallarta-Supermarkets; Duarte (CA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Life Insurance

401(k)

Paid vacation

Legal services

Holiday pay

Savings marketplace & credit union

Recognition programs

Job summary

Vallarta Supermarkets in Duarte, CA is seeking a Customer Service Lead to oversee front-end operations and Self-Checkout (SCO). You will supervise cashiers, courtesy clerks, janitors, and SCO attendants, while mentoring the team in service, promotions, and issue resolution.

The role emphasizes leadership, training, and ensuring compliance with health and safety standards. English proficiency, basic math, and prior retail/front-end experience are required.

Qualifications

• Friendly, courteous personality with strong customer service skills.
• Prior cashiering or retail front-end experience required.
• Strong leadership, coaching, and communication abilities.
• Ability to conduct training sessions and mentor team members.
• Knowledge of front-end operations, compliance, and safety.
• Ability to perform basic math calculations.
• Must be able to speak, read, write, and understand English.

Responsibilities

• Smile, greet, and model Vallarta’s Nuestra CASA pledge of extraordinary service.
• Supervise and support cashiers, courtesy clerks, SCO attendants, and janitorial staff.
• Mentor team members in customer engagement, service recovery, and promotions (UNO MAS program).
• Provide de-escalation and resolution for customer complaints.
• Monitor SCO lanes: greet customers, provide assistance, and educate them on SCO use.
• Ensure register accuracy, security, and productivity, including SCO troubleshooting.
• Oversee compliance with health, safety, and food safety regulations.
• Monitor cart collection, parking lot safety, and bottom-of-the-basket (BOB) checks.
• Support scheduling, rest/meal period compliance, dress code adherence, and daily front-end readiness.
• Handle refunds, overrides, change requests, and approvals per company policy.
• Maintain reports and communicate with SCO or register discrepancies with AP and management.
• Provide bagging or carry-out assistance when needed.

Skills

Customer service

Leadership

Coaching

Training

Front-end operations

Safety

Microsoft Office

English skills

Retail experience

Education

High School diploma or GED

Tools

Microsoft Word

Excel

Outlook

Job description

Vallarta Supermarkets in Duarte, CA is seeking a Customer Service Lead to oversee front-end operations and Self-Checkout (SCO). You will supervise cashiers, courtesy clerks, janitors, and SCO attendants, while mentoring the team in service, promotions, and issue resolution.

The role emphasizes leadership, training, and ensuring compliance with health and safety standards. English proficiency, basic math, and prior retail/front-end experience are required.