Customer Service Manager High Falls Food Co-op
- Date Posted May 31, 2023
- Location High Falls, NY
- Category Business
- Job type Full-Time
The High Falls Food Co-op has been a community staple for almost 50 years. We provide healthy, natural grocery, wellness, fresh produce, meats and deli items. We have over 1200 members, and we serve anyone who walks through the doors. We support the local economy with good jobs, fair prices to local farmers and vendors, accessible food options, and community giving.
Employees receive a fair wage, a discount on purchases, paid time off, and a family-friendly work environment. We strive to be a diverse and inclusive workplace.
High Falls Food Co-op is an equal opportunity employer and prohibits discrimination in all aspects of employment on the basis of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, place of birth, age, or against a qualified individual with a disability (or any other classification protected by law).
Job descriptionPosition Summary:
Manage front end department personnel, procedures and policies to ensure efficient daily sales operations; accountable, accurate and secure cash-handling, settlement procedures, security and privacy of data and records; prompt, friendly customer service; and a clean orderly store. Coordinates the curbside pick-up program. Ensures both internal and external customer service at the co-op is of the highest degree and in line with cooperative values.
Status:
Non-exempt, full-time position.
Reports to General Manager
Pay Level: III
RESPONSIBILITIES
OPERATIONS
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Ensure accurate point-of-sale procedures and privacy/security of all front end transactions and data
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Maintain effective, accurate systems of settlement procedures and banking in cooperation with the Finance Department and General Manager.
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Ensure optimal functioning of point-of-sale system in cooperation with POS Coordinator
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Develop and update effective cashier training procedures and manuals
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Ensure effective and posted cashier shift schedules, communicate with Management Team regarding shift changes, ensures coverage of front end during all open hours
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Oversee maintenance of register and shopper supplies and forms
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Contact customers about returned checks and secure system of collection in conjunction with Finance Manager
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Maintain front end supplies, including the POS system, office supplies, and paper goods for all departments. Coordinate purchasing of supplies (paper goods and packaging) for other major departments.
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Help General Manager and department managers when needed
CUSTOMER SERVICE
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Optimal assistance to each customer, including all merchandising and teamwork responsibilities listed on cashier position descriptions
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Familiarity with products sold in the store -- where located, unusual out-of-stocks, delivery schedules
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Familiarity with the co-op sales schedules, store specials and Co-op events
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Competence in helping dissatisfied and/or angry customers; clear understanding of refund and replacement practices, security practices
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Knowledge of membership benefits, discounts, and structures, and member-only sales
PERSONNEL MANAGEMENT
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Recruit, screen, and hire qualified staff following store hiring procedures
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Provide extensive hands-on training and appropriate written training materials to be used in conjunction with performance evaluation as standards of performance
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Conduct and file written copy of performance evaluation and recommendation for pay increase (if applicable) during required time frame
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Take disciplinary action as needed following established policies
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Schedule hours for front end department within budget
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Organize department meetings
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Ensure department staff are informed of policy changes
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Act as a liaison between Front End staff and other department managers
GENERAL MANAGEMENT
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Attend regular management team meetings and other meetings such as necessary
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Participate in business planning processes
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Ensure the continued development of Front End systems and policies
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Submit recommended department operating budget items by agreed upon deadlines
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Perform regular manager on duty shifts as needed
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Adhere to the Managers’ expectations
QUALIFICATIONS
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Highly organized; attentive to detail and accuracy; sound judgment.
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Familiarity with advanced computer systems.
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Experience in customer service training programs and techniques.
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Demonstrated ability in team and individual supervision and delegation of responsibility.
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Reliability in meeting time and schedule commitments.
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Team player
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Facility with financial statements and firm grasp of margin and pricing (or willingness and ability to learn)
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Knowledge and/or demonstrated interest in natural foods, nutrition, and the principles of cooperative ventures.
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Ability to project a consistent outgoing and focused personality and to balance job responsibilities, store policies and customer needs