Position Details

Hannaford Brothers Company is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

City Lowell
State MA
Job Description Job Title: Manager of Customer Service
Department: Cash Office/Front End/Service Center
Reports To: Assistant Store Manager or Store Manager
Numbers and Titles of Associates Supervised: Variable
Job Requirements This is a trainee position that enables the candidate to apply for a management position when one becomes available. This Candidate must have ability to travel during training. After completion of training, trainee could be placed in any of the following locations: Lowell, Chelmsford, Dracut, Peabody, Nashua and Hudson, NH. Candidate must have mobility to all of these locations.

A high school graduate or equivalent preferred. Excellent interpersonal, organizational, communication and customer service skills. Good understanding of store operations preferred. Must meet minimum age requirements to perform specific job functions. Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job. Ability to use technical information to solve problems. Ability to lead and direct others.

Essential Job Functions:
1. Promote customer goodwill by role modeling and providing high standards in customer service.
2. Foster a positive and inclusive environment to associates.
3. Manage the Office/Front End/Service Center operations in accordance with established department standard practices.
4. Manage work schedules to effectively maintain customer service standards and meet associates’ personal needs.
5. Hire, train and develop associates to meet the departmental needs.
6. Use good judgement in the delegation, assignment, and follow-up required for the efficient performance of the department.
7. Supervise performance of all duties and responsibilities of all Front End/Office/Service Center associates assigned.
8. Verify all customer IDs and ensure compliance with check cashing and tobacco/alcohol beverage sales policies.
9. Attain departmental budgeted payroll, over/shorts, bad checks and supplies.
10. Must be able to meet the physical requirements of the position, with or without reasonable accommodations.
Job Details Duties and Responsibilities:
1. Treat all associates with fairness, dignity, and respect. Provide recognition of accomplishments and offer constructive counseling when necessary.
2. Ensure department associates are properly trained by certified trainers.
3. Maintain solid communication in the department and throughout the organization.
4. Observe and ensure compliance with company sanitation, safety, and food safety standards.
5. Observe and follow all company policies and established procedures.
6. Handle cash pickups and change orders as requested and log as required.
7. Assign fixed activities to office/service center/front end associates during idle periods.
8. Ensure that return-to-stock items are handled in a prompt and orderly manner with the most immediate attention given to refrigerated and other perishable items.
9. Support and comply with all company safety standards. Communicate any needed equipment repairs or maintenance work needed. Keep work area free from debris and safety hazards.
10. Ensure that all of the various types of sales transactions and media accepted by the store are handled in strict accordance with established company policies and procedures including full compliance with any legal requirements.
11. Supervise the effective operation of the office/service center/front end/bottle room (if applicable) to include cleanliness, customer service, and accurate transactions.
12. Secure office and front-end podium at all times when leaving it unattended