Customer Service Manager

Harmons Grocery; Utah; On-site; USD 26,000 - 28,000; Full time

Job summary

Harmons Grocery is hiring for a front end supervisor role to ensure smooth checkout operations and outstanding customer service. You will mentor front end associates, assist with check-out and bagging, handle refunds and exchanges, and maintain proper coverage and cash handling throughout shifts.

The position emphasizes training, policy adherence, and consistent customer engagement, with a focus on Foodie Club Card promotion and positive store teamwork.

Qualifications

• Basic math for making change.
• 10-key data entry ability.
• Interpret policies and procedures clearly.
• Excellent organization and planning.
• Strong verbal and active listening communication.
• Respectful handling of conflicts and feedback.
• Must be reliable, team oriented and customer focused.

Responsibilities

• Provide exceptional customer service at the front end.
• Train and mentor front end associates.
• Assist with checking and bagging and refunds/exchanges.
• Maintain front end coverage and store safety.
• Promote and process Foodie Club Card referrals.
• Audit tills and ensure pricing accuracy.
• Handle customer questions and direct them to items.

Skills

Basic math skills

10-key skills

Communication skills

Organizational skills

Conflict resolution

Integrity & accountability

Weekend/evening/holiday availability

Education

High school diploma or GED

Job description

$18.90 - $20.40 PER HOUR

GENERAL PURPOSE:

The purpose of this position is to ensure the smooth and efficient operation of the front end. This person will be providing exceptional customer service to all customers, training and mentoring front end associates, assisting with checking and bagging, handling customer complaints, processing refunds and exchanges and ensuring the front end has proper coverage at all times.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Follows established departmental and store policies and procedures
• Ensures the cleanliness and sanitation of all front end areas
• Stocks check stands with bags and other supplies
• Assigns check stands to scheduled associates
• Ensures breaks and lunches are given to front end associates and coverage is maintained
• Follows procedures for opening and closing the store
• Performs overrides as needed
• Assists with checking and bagging as needed
• Ensures all cashiers are using appropriate wording when offering the Foodie Club Card to customers
• Ensures all cashiers are promoting Foodie Club Card to every customer
• Monitors cashier production to see percentage of customers using Foodie Club per cashier
• Ensures checkers and courtesy clerks are following procedures and providing exceptional customer service
• Handles refunds and exchanges for customers
• Audits and verifies tills throughout the day and at store closingHandles customer complaints
• Assists customers with questions and finding items throughout the store
• Ensures "go-backs" are completed
• Ensures pricing accuracy for items that are scanned
• Handles money and gives accurate change to ensure a balanced till at the end of their shift
• Provides exceptional customer service to every customer
• Understands and applies Harmon's policies for checks, gift cards, WIC checks, etc.
• Teaches, mentors and educates front end associates to help them be successful members of the team
• Active member of the Safety Committee which helps ensure the safety of both Customers and Associates
• Provides honest, direct and constant feedback to front end associates regarding their performance and areas of improvement
• Communicates openly and frequently with the Lead Customer Service Manager and Store Director
• Assists as needed to ensure the success of the store as a whole

MARGINIAL DUTIES & RESPONSIBILITIES:

Performs other job-related duties as assigned.

NATURE OF WORK CONTACTS:

• Consistent and daily interaction with store associates
• Consistent and daily interaction with customers

TRAINING & QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Desired knowledge, skills, and abilities:

A high school diploma or GED preferred; or any combination of education, experience, and training which provides the following knowledge, skills, and abilities:

• Basic math skills used for making change
• 10-key skills
• Ability to interpret policies and procedures
• Excellent organization and planning skills
• Must possess solid communication skills, including verbal and listening skills in order to effectively and efficiently communicate with customers and fellow associates
• Ability to appropriately and professionally handle conflict
• Must possess the ability to accept constructive review and be accountable for one’s own success as well as the success of your team
• Required to make logical, significant decisions using general, recognized skills and techniques
• Must possess integrity, a positive attitude, be mission-driven, and be self-directed with a demonstrated passion for Harmon's mission and commitment to working collaboratively
• Continually strives to be product minded, customer minded, personnel minded, detailed, consistent, and forward focused
• Ability to work weekends, evenings, and holidays

PHYSICAL/SENSORY DEMANDS:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is generally performed in a safe and comfortable store environment with the possibility of frequent exposure to hot or cold conditions. While performing the duties of this job, the associate is regularly required to grasp, push, pull, carry, stoop, twist, crouch, and reach; perform tasks requiring repetitive motion and eye, hand, and foot coordination; hear and respond to customer inquiries. Also requires standing, walking, and bending throughout the entire work day and the ability to maneuver heavy objects weighing up to 30 pounds from location to location.