Position Title: Front End Manager
Department: Operations
Supervisor: Branch Manager
FLSA: Exempt (Salaried)
Position Summary:
Ensures that product is properly loaded, rung up and processed out the door on a timely basis as well as handling customer problems and issues to develop a spirit of positive customer service.
Essential Functions:
* Supervises, trains and evaluates cashiers, front-end loaders, checkers and U-boat retrieval.
* Oversees supervisors cashiers and loaders.
* Monitors loaders to make sure that they load all product and check any open boxes to ensure integrity/security of product being entered.
* Makes sure that loaders are loading and conducting piece counts and calling off to supervisors.
* Secures front end by making sure the loader and cashier do not exchange information on counts from the receipt.
* Makes sure that loaders are loading wagons and assisting customers to the parking lot.
* Manages cashiers and loaders to make sure that customers are getting out on a timely basis.
* Prevents long lines and delayed customer checkouts. Anticipates busy times of each day, week and/or season.
* Assures that cashiers are checking big boxes to ensure the integrity of the ring-up.
* Ensures Front End Supervisors are checking all wagons at point of exit for proper date, name on top of receipt, number of receipt total of last receipt, and matches total on yellow paid receipt.
* Reviews cashier and loader errors and documents in log, for them to sign.
* Handles adjustments, returns, over rings, voids, etc. so as to maintain a smooth flow of customers.
* Keeps logs of items not properly labeled to make sure they are corrected on floor.
* Monitors cashiers to make sure they are following through on their job responsibilities concerning loading of goods onto wagons, checking of receipts and counts, as well as ringing/scanning of product.
* Assures that customer problems are handled quickly, courteously and professionally so as not to allow the cashier or loader to have words with the customer.
* Assures that the front end has proper staffing and operating equipment to allow quick and accurate checkout. Including scanners and registers.
* Maintains dialogue with customers to get feedback on items not found, and quality of service on the floor.
* Maintains a New Item Request log which is reviewed weekly with the Branch Manager.
* Ensures that customers have adequate supply of wagons that are working and roll easy.
* Makes sure that employees in front end are properly dressed and wearing their name tags.
* Develops weekly schedule for cashiers and loaders as well as lunches and breaks.
* Assigns employees in slow periods to do other work, such as return or processing of damages, sweeping and cleaning of F/E and parking lot area.
* Trains employees in job responsibilities and safe operating procedures.
* Makes recommendations for hiring, firing and promoting of employees.
* Performs other duties as assigned.
* Maintains integrity of F/E displays and stocking areas.
* Ensure all supervisors are completing a minimum of 5 test checks per day they work.
* Ensure registers are stocked with the Rate Us Cards, flyers, hot sheets, store maps, etc.
* The preceding responsibilities are representative of the responsibilities performed by this position and are not intended to be inclusive.
Other Responsibilities:
* Performs other work-related duties as required and assigned.
Education, Experience and Skills Required:
* Bachelor's Degree, OR High School Diploma of GED with at least 4 years experience in customer service or related field, OR any appropriate combination of education and experience.
* Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures.
* Ability to effectively present information and respond to questions from managers, clients, and general public
* Ability to calculate figures, and amounts such as discounts, interest, proportions, percentages, area, mass and volume.
* Effective oral and written communication skills.
* High level of interpersonal skills to handle sensitive situations.
* Commitment to company values and strong customer orientation.
* Computer Literacy
Work Environment:
* For the most part the ambient will be room temperature, due to proximity of work-station to the exit doors, room temperature may change according to the season and the level of activity at the store.
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