Customer Service Associate

About the Role

Increases customer confidence and loyalty by providing accurate, fast, and courteous customer checkout. This individual effectively scans, packages, and receives payment for customer purchases, expediting the flow of groceries through the checkout lane and the service desk. Maintains financial responsibility in their register.

Key Responsibilities

• Service (30%)
• Creates an environment that enables customers to feel welcome, important, and appreciated.
• Addresses customer issues/complaints and resolves them to the customer's full satisfaction immediately, within company guidelines, while maintaining composure and professionalism.
• Appropriately escalates issues to management with a positive attitude.
• Stocks front-end products; restocks and uses supply items efficiently to eliminate waste and maintain the lowest supply cost.
• Manages lane according to service standards.
• Assists in training new cashiers.
• Leadership (30%)
• Uses the Point of Sale (POS) system and handles various tenders such as Cash, Checks, Credit, Debit, SNAP EBT, Offline SNAP EBT, WIC, Rain checks, Reward offers, coupons, and checkout procedures according to company policy to record sales.
• Uses all service desk POS systems such as Western Union, Money Orders, Utility systems, etc.
• Understands and adheres to the company's limits on cash shortages and/or overages and works honestly and effectively to control loss.
• Adheres to guidelines on restricted sale items (Alcohol, Tobacco, etc.).
• Financial (30%)
• Coordinates daily store cash and accounting functions in accordance with company guidelines, policies, procedures, and management instruction.
• Manages ACM lanes according to company standards and policies; ensures each self-checkout lane is properly opened, appropriate reports are printed, and cash maintenance requirements are performed.
• Troubleshoots problems with front-end equipment through self-help icon on computer desktop or by contacting the retail service help desk as needed.
• Places discarded or returned merchandise in the appropriate location.
• Returns carts to the shopping cart corral.
• Compliance/Safety (10%)
• Ensures company standards for safety, proper food handling practices, sanitation, and productivity are maintained.
• 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.
• Reinforces safety programs by complying with safety procedures and inspects and identifies unsafe conditions to report to store management.
• Notifies management of customer or employee accidents.
• Reports all safety risks, issues, and illegal activity, including robbery, theft, or fraud.
• Ensures adherence to wage and hour policies and regulations.
• 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 (e.g., lock out/tag out of equipment) of safety hazards within the department.

Requirements & Tech Stack

• Must be at least 18 years of age.
• Customer Service skills.
• Effective communication skills.
• Ability to handle stressful situations.
• Basic computer skills required to participate in online training.
• Compliance with all company policies and procedures.
• High standard of integrity and reliability.
• Authorization to work in the United States or the ability to obtain the same.
• Successful completion of pre-employment drug testing and background check.
• Point of Sale (POS) system usage.
• Varied shifts.

Qualifications

• High School / GED Diploma
• English language proficiency required.
• Spanish language proficiency preferred.

Environmental Factors

• Retail - General
• Medium
• Physical Demands: Regularly required to stand or walk, utilize manual dexterity, talk, see, hear, smell, and perform repetitive movements. Frequently required to reach, carry, push, or lift up to 30 lbs. Occasionally required to sit, balance, stoop, kneel, crouch, and climb up to 10 ft.
• Working Conditions: May be exposed to indoor, outdoor, cold, freezing, heated, and wet/humid working conditions.
• Safety Risk Factors: Frequently required to twist back and/or neck, walk on slippery or cluttered surfaces, work with hazardous equipment, and be exposed to sharp objects. Occasionally exposed to loud noise, skin irritants, nuisance dust, fumes, sprays, hazardous cleaning solutions, and other toxins.
• Overall Required Equipment: cleaning supplies and equipment, general office equipment, register, pricing gun, scales, scanner, various material handling equipment (racks, carts, pallet jacks, shopping carts).
• Preferred Equipment: baler/compactor, box cutter.
• Personal Protective Equipment: Goggles, Gloves, Back Brace.
• Pulling Requirement: 250 lbs.
• Travel: None.
• Overnight Travel: None.