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Front End Manager

Company Overview:

At NetCost Market we strive to meet the highest standards. Fresh produce, value for money, and a uniquely positive shopping experience are the foundations on which we operate, bringing the complete shopping experience to the community.

Job Duties and Responsibilities:

The Front End Managers are responsible for all customer service at Front End. They ensure that service standards are met and that customer issues are resolved. They will train, supervise, oversee, and manage Front End associates (Cashier’s) and ensure that they comply with the operating policies and procedures of the Company. Front End Managers will maintain quality service by establishing and enforcing company standards and will assess store condition and customer service levels. They will communicate and model the standards for customer service. Front End Managers will assume the responsibilities of Assistant Manager/Manager in their absence. Personal code cannot be shared with anyone else. They can only use their own assigned code unless otherwise instructed by the store manager.

• Troubleshoot POS system; ensure prompt correction of pricing and scanning problems
• Maintain all supplies necessary for proper department operations
• Inform cashiers on price changes, specials and all changes in store policies and procedures affecting cashiering and services
• Coordinate tasks for cashiers to ensure smooth operation of department
• Schedule for all cashiers in coordination with general store manager
• Perform general cashier duties such as scanning items, collecting & verifying payments
• Handle all transactions and corresponding documentation (i.e. refunds, check approval, employee discounts, price overrides, gift certificates, and any other transactions requiring supervisory involvement
• Ensure pre-register shelves are properly stocked and all left at the register (returned) merchandise is returned to its proper location
• Assist with / collect and store employment applications, customer discount applications
• Count money in cash registers in the end of the working shift
• Maintain a safe and secure environment, adhering to all safety, food safety and security programs, guidelines and regulations
• Manage departments personnel to ensure satisfactory performance of all job functions and compliance with company policies, operating procedures, and government regulations
• Train and develop staff, including performance evaluations, performance management and general supervision of staff
• Process and resolve on-site customer complaints
• Newly hired cashiers’ performance evaluations and appraisal information submission based on the company policy
• Take disciplinary action in case of violation of organizational rules and policies
• Train staff members regarding the security procedures to be followed in case of robberies, shoplifting and emergency situations
• Addressing direct HR-related issues to the HR Department (employee requests, conflict resolution, employee complaints, employees’ certification and introductory orientations requests and scheduling)
• Cashiers PTO monitoring
• Ensure that all garbage cans in the department have tightly closed lids on top of them at all times; it is a MUST that gloves get changed after each garbage disposal
• The Company reserves the right to transfer anyone at any time for any reason.
• FEM always has to be physically present when scanning the manager’s card; he/she should never give the card to the employee.
• FEM has to review transactions such as returns and approve them accordingly.

NOTE: Manager’s card code cannot be entered manually.

1. Warm and friendly greetings– When customers contact you face to face, they want a warm response. It can still be businesslike, but you and your personnel need to look and sound – friendly and likeable.

Important things to remember about greeting:

• Make the customer feel welcome and appreciated.
• Make eye contact when greeting the customer.
• Never address a customer from behind – that is scary and creates unwanted pressure.
• Address customers from a reasonable distance -- no shouting across the store/work station.
• Create your unique, memorable greeting
• Never stop greeting! If you pass customers/colleagues in the store/company, make sure to acknowledge them with a friendly smile!

2. Customers want to feel important – They know that you have lots of other customers and clients but they just love it when you make them feel special. Thank each and every customer at the end of a transaction or communication. Let them know you value their business and that you want to see them again. They will be more likely to return, assured that their business is appreciated.

3. Customers need to be listened to – Customers often get the impression that the person dealing with them is not really listening. You must keep working on your listening skills. Keep good eye contact with people and concentrate on what they are saying. Keep an open mind and resist the temptation to jump in with an answer. It is also important to show that you are listening.

Make your customers feel as if they are the center of your universe. You not only need to listen to what your customers are saying, you need to listen actively. Active listening means paying attention, asking questions, restating the message to make sure you understand what the customers are saying, and looking and listening for the emotions behind the words.

4. Flexibility – Customers hate to hear the word “No” or “it can’t be done.” It is not always possible to say, “Yes” to a customer or do exactly what they want; however, it is important to be as flexible as you can. Tell customers what you can do – not what you cannot.

Wrong Approach

Polite and Friendly Alternative

“I don’t know.”

“I’ll find out.”

“No.”

“What I can do is…”

“That’s not my job.”

“Let me find the right person who can help you with …”

“You’re right – this is bad.”

“I understand your frustrations.”

“That’s not my fault.”

“Let’s see what we can do about this.”

“Calm down.”

“I’m sorry.”

“I’m busy right now.”

“I’ll be with you in just a moment.”

5. Recovery – Proper complaint handling is essential. When things go wrong, customers want you to solve their problems quickly. Customers will often judge the quality of your service by the way you recover. They will even forgive your mistakes if you recover well. While complaint handling is an opportunity to build the relationship, repeated recovery for the same mistake is not. In such situations, customers will soon come to realize that the error is not random but rather is built into the system, and they will not come back. Getting feedback from customers can help uncover such systematic problems.

Here are steps that Front End Managers and other employees can follow when handling complaints to help satisfy and keep our customers:

1. Do not take it personally – the complaining customer is not angry with you.
2. Do not argue with the customer, become defensive or try to explain the situation. Listen to him or her.
3. Make sure your first statement in response is something that addresses the problem or shows empathy such as: “I’m sorry that you had this problem.” “I can see why you would be upset.” “Let’s see how we can fix this situation.”
4. Do not admit wrongdoing (unless it is obviously your mistake). This can be particularly important if there are potential legal issues involved, e.g., a slip and fall.
5. Get the facts. Understand the issues involved.
6. Find out what the customer wants (if it is not obvious).
7. Offer a solution. Tell the customer what you will do and when. Place emphasis on what you can do rather than what you cannot do.
8. If the complaint does not require immediate action, record the complaint on a slip of paper in the presence of the customer, thank the customer and note that action will be taken.
9. Consider giving the customer more than is requested. Remember his/her investment of time and emotion. Consider the lifetime value of the customer to the business.
10. Record name, address and phone number of the customer for possible follow up on satisfaction and to identify chronic complainers.
11. Record the problem and solution (including time, place, etc.) so others can learn and evaluate.
12. Follow up with the customer, as appropriate.

Preferred Qualifications:

• High school diploma or equivalency degree
• Must be 18 and over
• Ability to interpret, understand, and follow instructions and solve problems
• Able to work well with others as a team member
• Comfortable working in a fast-paced environment
• Knowledge of health and safety rules in a kitchen
• A passion for serving people