Customer Service Lead FT

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

Career Opportunities with Vallarta Supermarkets

A great place to work.

Are you ready for new challenges and new opportunities?

Current job opportunities are posted here as they become available.

At Vallarta Supermarkets, we’re more than just a grocery store, we’re a vibrant part of the communities we serve. We’re seeking friendly, service-oriented individuals who take pride in delivering extraordinary customer experiences and thrive in a fast-paced, festive environment. If you’re passionate about fresh, quality baked goods and love making people smile, we’d love to meet you!

About the Role

The Customer Service Lead supports the Front-End and Self-Checkout (SCO) areas by overseeing cashiers, courtesy clerks, janitors, and sabores demonstrators to ensure exceptional service and smooth daily operations. This role serves as a frontline leader, assisting with training, coaching, and resolving customer concerns, while ensuring compliance with Vallarta’s standards and policies.

What You’ll Do

• 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.
• Troubleshoot traditional register issues and elevate to IT when needed.
• 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.
• Perform other duties as assigned.

Physical Requirements

• Stand and walk constantly (6–8 hours/day).
• Frequently bend neck/waist, squat, twist, and reach above/below shoulders.
• Frequent use of hands for grasping, pushing/pulling, and fine manipulation.
• Lift and carry up to 25 lbs. frequently and up to 40 lbs. occasionally.
• Heaviest item required to carry: 40 lbs. (bag of dog food).
• Use buddy system for moving full pallets with manual pallet jacks.
• May be required to perform tasks at elevated levels (placing or retrieving items).
• May be exposed to dust, gas, fumes, noise, and temperature/humidity changes.

What We’re Looking For

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.

Basic proficiency with Microsoft Word, Excel, and Outlook.

High School Diploma or GED preferred.

Must be able to speak, read, write, and understand English.

Willingness to transfer to other store locations within a reasonable commute.

Must be legally authorized to work in the U.S.

Fast-paced retail front-end and SCO environment with direct customer interaction.

Exposure to perishable products and changing conditions.

Team-oriented, collaborative workplace.

Must work flexible schedule: afternoons, evenings, weekends, and holidays.

Full-Time Team Members

• Free $25,000 Basic Life and AD&D Insurance.
• 401(k) Retirement Plan.
• Paid vacation.
• Access to legal services.
• Premium pay for holidays.
• Savings marketplace & credit union membership.
• Recognition programs (birthdays, years of service, spirit days, etc.).

At Vallarta Supermarkets, we believe our culture drives execution. If you’re dependable, motivated, and excited to grow in customer service leadership,

Explore Exciting Job Opportunities

We offer positions to match your lifestyle and career goals. Whether you’re seeking part-time or full-time, Vallarta Supermarkets provides a dynamic and rewarding workplace with real opportunities for growth.