Customer Service Associate

Key Responsibilities

• Service (30%):
• Create an environment that enables customers to feel welcome, important, and appreciated to increase customer confidence and loyalty.
• Address customer issues/complaints and resolve them to the customer's full satisfaction immediately, within company guidelines, while maintaining composure and professionalism.
• Appropriately escalate issues to management with a positive attitude.
• Stock front-end products.
• Restock and use supply items efficiently to eliminate waste and maintain the lowest supply cost.
• Manage the lane according to service standards.
• Assist in training new cashiers.
• Leadership (30%):
• Use the Point of Sale (POS) system and handle various tenders such as Cash, Checks, Credit, Debit, SNAP EBT, Offline SNAP EBT, WIC, Rain checks, Reward offers, and coupons according to company policy to record sales.
• Use all service desk POS systems such as Western Union, Money Orders, and Utility systems.
• Understand and adhere to the company's limits on cash shortages and/or overages and work honestly and effectively to control loss.
• Adhere to guidelines on restricted sale items (e.g., Alcohol, Tobacco).
• Financial (30%):
• Coordinate daily store cash and accounting functions in accordance with company guidelines, policies, and procedures and management instruction.
• Manage ACM lanes according to company standards and policies.
• Ensure each self-checkout lane is properly opened, appropriate reports are printed, and cash maintenance requirements are performed.
• Troubleshoot problems with front-end equipment through the self-help icon on the computer desktop or by contacting the retail service help desk as needed.
• Manage the lane according to service standards.
• Assist in training new cashiers.
• Place discarded or returned merchandise in the appropriate location.
• Return carts to the shopping cart corral.
• Compliance/Safety (10%):
• Ensure company standards for safety, proper food handling practices, sanitation, and productivity are maintained.
• Adhere 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).
• Execute all product recalls and withdrawals in a timely manner while ensuring all items are secured and removed from customer access.
• Reinforce safety programs by complying with safety procedures and inspecting and identifying unsafe conditions to report to store management.
• Notify management of customer or employee accidents.
• Report all safety risks, issues, and illegal activity, including robbery, theft, or fraud.
• Ensure adherence to wage and hour policies and regulations.
• Cultivate a culture of safety within the store.
• Ensure self and all associates are working safely and have received necessary safety training.
• Ensure 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.
• Ensure equipment is in good repair; report and assist with remediation (e.g., lock out/tag out of equipment) of safety hazards within the department.

Qualifications

• Education:
• High School / GED Diploma required.
• Language:
• English required.
• Spanish preferred.
• Experience:
• Supervisory Experience: 0 - 3 years minimum.
• Knowledge, Skills & Abilities:
• 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.

Environmental Factors & Physical Demands

• Working Conditions: Indoor, outdoor, cold, freezing, heated, and wet/humid working conditions.
• Safety Risk Factors: Frequent twisting of back and/or neck, walking on slippery or cluttered floor surfaces, working with hazardous equipment, exposure to sharp objects. Occasional exposure to loud noise, skin irritants, nuisance dust, fumes, sprays, hazardous cleaning solutions, and other toxins.
• Physical Demands: Regularly required to stand or walk, utilize manual dexterity, talk, see, hear, smell, and perform repetitive movements with both hands and/or feet. Frequently required to reach, carry, push, or lift up to specified weights. Occasionally required to sit, balance, stoop, kneel, crouch, and climb.
• Pulling Requirement: 250 lbs.
• Lifting Requirement: 30 lbs.

Equipment

• Required: Cleaning supplies and equipment, general office equipment, register, pricing gun, scales, scanner, various material handling equipment (racks, carts, pallet jacks, shopping carts).
• Preferred: Baler/compactor, box cutter.
• Personal Protective Equipment: Goggles, Gloves, Back Brace.

Shifts

• Varied shifts.