Customer Service Mgr

The Winn-Dixie Company; Tampa (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

The Winn-Dixie Company in Tampa, Florida, is looking for a Store Manager to create an exceptional customer experience by directing front end operations. This role mixes leadership, fiscal management, and team development to uphold service and quality standards.

The ideal candidate will have strong supervisory experience, excellent customer service skills, and the ability to develop teams effectively. Responsibilities include hiring, training, and ensuring compliance with safety standards while maintaining a profitable and customer-focused store environment.

Qualifications

• 5+ years supervisory experience preferred.
• Authorization to work in the United States.
• Successful completion of pre-employment drug testing and background check.

Responsibilities

• Lead and empower teams for customer satisfaction.
• Assist in managing the fiscal budget and inventory.
• Train and coach team on KPIs and product knowledge.
• Manage hiring and training processes.
• Adhere to safety and compliance policies.

Skills

Customer service skills

Interpersonal skills

Motivational skills

Communication skills

Education

High School Diploma or Equivalent

Bachelor's Degree or 4 years relevant experience in Business or related field

Tools

Computer applications for department operations

Job description

Job Summary

Creates an outstanding customer experience while directing and supervising all functions, duties and activities of the front end. Ensures that all current customer service, cash control, labor control, expense and supply controls, asset protection, maintenance, physical safety, food safety, associate and customer engagement policies are being followed. This role will create a shopping and working environment that exemplifies the company’s commitment to and vision of service, quality and neighborhood partnerships. This position will create a strong company bench by identifying and developing individuals’ skills and abilities for future advancement. This role is responsible for hiring and training execution in the store. This is a working manager position that requires a balance of physical labor, delegation, team building and leadership, planning, and administrative work.

Key Performance Indicators

Overall Customer Satisfaction OSAT (Service)

• Gauges the customer experience in each respective area of the business. Focus on Assortment, Cleanliness, Freshness, Staff Friendliness and Stock Availability.

Produce Scanning

• Ensures the customers are correctly charged, the department is replenished properly and decreases the risk of shrink.

Items per Bag

• Gauges the potential over spending of bags when not meeting the company goal.

Responsibilities

• Store Leadership – Leads and empowers teams to deliver a great shopping experience for our customers in alignment with the company’s vision, goals, expectations, and policies while maintaining open communication channels for ideas, suggestions, and feedback. Values diversity and supports an inclusive environment by embracing the backgrounds and experiences of the team. Demonstrates and role models exceptional customer service exceeding customer expectations; ensures associates greet, assist, provide efficient service and thank customers in a prompt, courteous, friendly, and business‑like manner in order to promote the company image as a service‑oriented operation. Establishes and maintains a professional working relationship with customers, associates, schools, vendors, suppliers, and regulatory agencies.
• 30%
• Fiscal Leadership – Assists in managing the fiscal budget, in-stock, inventory, shrink, expenses including labor and supply management and cash control with a high level of integrity, urgency and responsibility within the best interests of the organization. Maximizes sales and profits by ensuring effective display and sales techniques, efficient ordering, scheduling and work planning. Analyzes P&L for business opportunities. Determines areas for improvement and communicates findings and plans of action with store manager.
• 30%
• Department Leadership – Participates actively as a coordinated, motivated management team. Trains and coaches team on all KPIs, customer service, product knowledge, suggestive selling, safety and sanitation. Uses initiative, ingenuity, creativity, and good judgment to act on opportunities and issues as they occur within the store location. Ensures all policies, programs and directives are communicated and executed in a positive and timely manner. Ensures store's operations are consistent with all aspects of federal, state, and the company’s health, safety, and sanitation codes.
• 15%
• Associate Leadership – Responsible and accountable for the hiring and training execution in the store. Ensures that recruiting, interviewing and hiring the best-qualified applicants through pro‑active and consistent recruitment techniques, within company established compensation guidelines. Responsible and accountable for ensuring new associates receive a proper onboarding and completes new hire training as outlined by training best practices by following up with leaders and new hires. Exercises ability to coach, hold associates accountable, separate associates when necessary or effectively recommend the same. Ensures adherence to all state and federal employment laws and company policies and procedures.
• 15%
• Safety and Compliance – Adheres to all regulatory compliance requirements pertaining to food safety, United States Department of Agriculture (USDA) & Country of Origin Labeling (COOL), and Department of Agriculture (DOA). Executes all product recalls and withdrawals in a timely manner while ensuring all items are secured and removed from customer access. Cultivates a culture of safety within the store. Ensures self and all associates are working safely and have received necessary safety training. Ensures Hazardous Assessments are posted for associate reference and that Personal Protective Equipment is available and utilized by all associates executing tasks within the department, as required. Ensures equipment is in good repair; reports and assists with remediation (ex. lock out/tag out of equipment) of safety hazards within the department.
• 10%
• Perform other job‑related duties as assigned.

Qualifications

Required Education

• High School Diploma or Equivalent

Preferred Education

• Bachelor's Degree or 4 years relevant experience in Business or related field

Language(s) Required

• English

Language(s) Preferred

• English and Spanish

Relevant Experience

• Supervisory Experience – 3 to 6 years minimum

Knowledge, Skills & Abilities Required

• Authorization to work in the United States or the ability to obtain the same.
• Successful completion of pre-employment drug testing and background check.
• Proficient with computer applications used in effectively operating the department.
• Strong customer service skills.
• Exceptional interpersonal, motivational and communication skills.
• Possession of Food Safety Certification or the ability to obtain same within 180 days of placement.
• High standard of integrity and reliability.

Environmental Factors

Retail – Location Management: Physical Demands: While performing the essential functions of this position, the employee is regularly required to stand or walk on various types of flooring, utilize manual dexterity, talk, see, hear, smell and perform repetitive movements with both hands and/or both feet. The employee is frequently required to reach at waist level or overhead, carry, push, or lift various loads up to the required weights listed. The employee is occasionally required to sit, balance, stoop, kneel, crouch and climb up to 30 ft. Working Conditions: Indoor, outdoor, cold, freezing, heated, and wet/humid conditions. Safety Risk Factors: Twisting back, walking on slippery or cluttered surface, exposure to hazardous equipment, sharp objects, loud noise, skin irritants, dust, fumes, sprays, cleaning solutions. Overall Required Equipment: cleaning supplies, general office equipment, register, pricing gun, scales, scanner, material handling equipment, ladders, pliers, wire cutters, general kitchen tools, etc.

Travel Percent

Overnight

• Occasional

Shift(s)

• Varied shifts, to include morning, afternoon, evening and closing shifts. Includes a minimum of one (1) closing shift each week.