Customer Service Associate

The Winn-Dixie Company

Key Responsibilities

• Service (30%):
• Create an environment that welcomes, values, and appreciates customers to increase confidence and loyalty.
• Address and resolve customer issues and complaints to their full satisfaction, immediately and within company guidelines, while maintaining composure and professionalism.
• Appropriately escalate issues to management with a positive attitude.
• Stock front-end products and restock with efficient use of supply items to eliminate waste and minimize supply cost.
• Manage checkout lane according to service standards.
• Assist in training new cashiers.
• Leadership (30%):
• Utilize the Point of Sale (POS) system and handle various tenders including Cash, Checks, Credit, Debit, SNAP EBT, Offline SNAP EBT, WIC, Rain checks, Reward offers, and coupons, following company policy for recording sales.
• Operate service desk POS systems (e.g., Western Union, Money Orders, Utility systems).
• Understand and adhere to company limits on cash shortages/overages, working 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, procedures, and management instruction.
• Manage ACM (Automated Checkout Machine) lanes according to company standards and policies, ensuring proper opening, printing of reports, and cash maintenance.
• Troubleshoot front-end equipment issues via self-help or by contacting the retail service help desk.
• Place discarded or returned merchandise in its appropriate location.
• Return carts to the shopping cart corral.
• Compliance/Safety (10%):
• Ensure company standards for safety, proper food handling, sanitation, and productivity are maintained.
• Adhere to all regulatory compliance requirements for food safety, USDA, COOL, and DOA.
• Execute product recalls and withdrawals in a timely manner, ensuring items are secured and removed from customer access.
• Reinforce safety programs by complying with procedures and reporting unsafe conditions to 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, ensuring associates work safely and have received necessary safety training.
• Ensure Hazard Assessments are posted and Personal Protective Equipment (PPE) is available and utilized as required.
• Ensure equipment is in good repair, reporting and assisting with the remediation of safety hazards.

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 for online training.
• Compliance with all company policies and procedures.
• High standard of integrity and reliability.
• Authorization to work in the United States or ability to obtain the same.
• Successful completion of pre-employment drug testing and background check.

Qualifications

• Required Education: High School / GED Diploma
• Preferred Education: Not specified
• Required Language(s): English
• Preferred Language(s): Spanish
• Relevant Experience: 0-3 years minimum Supervisory Experience

Environmental Factors

• Working Conditions: Indoor, outdoor, cold, freezing, heated, and wet/humid.
• Safety Risk Factors: Frequent twisting of back/neck, walking on slippery/cluttered 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 requires standing or walking, manual dexterity, talking, seeing, hearing, smelling, and repetitive movements. Frequently requires reaching, carrying, pushing, or lifting up to 30 lbs. Occasionally requires sitting, balancing, stooping, kneeling, crouching, and climbing up to 10 ft.
• Pulling Requirement: 250 lbs.
• Lifting Requirement: 30 lbs.

Shift(s): Varied shifts.

Travel: None.