Department: Grocery Revision Date: 08/2018
General Function:
Provides prompt, efficient and friendly customer service. Ensures store conditions are clean and properly maintained. Coaches department heads and employees regarding the customer experience. Works closely with the store management to ensure maximum employee satisfaction and retention.
Reporting Relations:
Accountable and Reports to: Store Director
Direct Reports: Customer Care and Education Manager, Customer Service Manager
Primary Duties and Responsibilities:
1. The customer experience is always the number one priority
2. Works in departments daily and assists with coaching employees to help elevate their service and experience levels
3. Works with management on increasing employee morale
4. Coaches on missed service opportunities
5. Empowers employees to take ownership and do what’s right for the customer
6. Works with management to set service standards and expectations
7. Works with departments to generate sales and profit through promos, events and demonstrations.
8. Increase average order and customer count via customer loyalty programs
9. Handles and satisfies customer compliments and complaints
10. Work with customer care and education and department managers to train all new employees on the customer experience.
11. Works with store management to enhance the customer experience
12. Works closely with customer care and education managers to insure proper training and onboarding procedures
13. Oversees store employee development and counsels where necessary
14. Work with marketing director and vendors to build local sponsorships and community programs
15. Acts as a representative for Hy-Vee at local events, presentations and helps promote Hy-Vee brand
16. Establishes new relationships and maintains existing ones with the surrounding communities
17. Participates in store planning committee to plan events such as Springtime Party, Veteran’s Day and other employee events
18. Works with management to maintain an inviting store environment
19. Works with co-workers as a team to ensure customer satisfaction and a pleasant work environment
20. Involves employees in customer complaints and coaches employee on solution.
21. Works with Customer Care manger to reward good employee behavior and/or compliments received via customers.
22. Works with Customer Care manager on employee follow up interviews to implement processes where necessary.
Secondary Duties and Responsibilities
1. Coordinates quarterly part-time employee meetings.
2. Coordinates store Service Award program for all employees.
3. Conducts tours of store for schools and civic organizations.
4. Performs other job related duties and special projects as required.
Education and Experience:
High school diploma or equivalent required; Six months to one year of previous related work experience.
Physical Requirements:
Must be physically able to exert up to 50 pounds of force occasionally; exert up to 20 pounds of force frequently; and exert up to 10 pounds of force constantly to move objects.
?Visual requirements include vision from less than 20 inches to more than 20 feet with or without correction, depth perception, color vision, and field of vision.
? Must be able to perform the following physical activities: Climbing, balancing, stooping, kneeling, reaching, standing, walking, pulling, lifting, grasping, feeling, talking, hearing, and repetitive motions.
Knowledge, Skills, Abilities and Worker Characteristics:
- Must have the ability to solve practical problems; variety of variables with limited standardization; interpret instructions.
- Ability to do arithmetic calculations involving fractions, decimals, and percentages.
- Possess the ability to interview to obtain basic information; guide people to provide basic direction; follow technical manuals and have increased contact with people.
This job might be for you if:
- You are outgoing and breathe energy into your environment. You believe in encouraging others. As far as you’re concerned, every person you encounter is your number one priority.
- You demonstrate sincerity. You generate a friendly atmosphere. You take ownership of your time at work, acting with both pride and purpose in all interactions.
- You lead by example. You take initiative and hold people accountable. Helping others grow gives you satisfaction.
Working Conditions:
This position is exposed to dust, noise, and temperature extremes. There are possible equipment movement hazards; electrical shock, and exposure to chemicals and solvents. This is a fast paced work environment.
Equipment Used to Perform Job:
Pallet jack, box cutter, cash registers, knives, trash compactor, cardboard baler, fork lift, computer, calculator, telephone, FAX machine, two wheeler, register computer, use of limited power equipment, delivery vehicle, related store equipment.
Confidentiality:
Has access to confidential information, which may include pricing, sales reports, profit and loss reports, and wages.
Contacts:
Has daily contact with customers, employees, suppliers/vendors, and the general public. Occasional contact with federal or state regulatory agencies regarding inspections.
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