Customer Service Management

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Overview:
Supervise up to 120 associates in the Customer Service Department [cashiers, baggers, customer service clerks] and accounting office. Is responsible for assisting the Department Manager with the overall direction, coordination, and evaluation of these departments. Carry out supervisory responsibilities in accordance with Harris Teeter’s policies and standards. Responsibilities will include performing floor
monitor duties, interviewing and training associates; planning, assigning, and directing work; assist in appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems. Ensure that all items listed on the Customer Service Store Visit Audit and Loss Prevention Front End Audit are performed. Provide immediate coaching/feedback to associates who are not in compliance with expectations. Perform duties of customer service clerks, accounting office associates, cashiers, and baggers as appropriate.

Requirements:
Supervisory skills

• Commitment to unparalleled customer service
• Excellent communication and interpersonal skills
• Willingness and desire to advance stores current position in the community through involvement in local activities
• Willingness to participate in customer service training and orientation and to work with the team to increase customer satisfaction and sales
• Flexible enough to manage multiple tasks
• Work effectively under pressure and with distractions
• Demonstrate patience when interacting with the Customer Service associates and customers
Experience and Education
High school diploma or general education degree (GED)
• Or one to three years related experience and/or training
• Or equivalent combination of education and experience.
Personal Skills
Commitment to unparalleled customer service
• Excellent communication and interpersonal skills
• Willingness to participate in and successfully complete required training and to work with the team to increase customer satisfaction and sales.
• Ability to read and comprehend simple instructions, short correspondence, and memos in English
• Ability to effectively present information in one-on-one and small group situations to customers, vendors, and other associates of the organization who only speak English.
• Knowledge of HT Internet software; E-mail; Inventory software; Spreadsheet software and Word Processing software.
• Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Training:
• Complete Company’s training including but not limited to new hire
orientation, customer service network, safety, customer service clerk technical skills, floor monitor technical skills, and Department manager training.

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