Service Operations Manager
Albertsons
Full-time
On-site
Sunnyvale, Texas, United States
Description
DUTIES AND RESPONSIBILITIES Customer Service & Front-End Leadership
- Champion corporate and division customer service programs to meet or exceed division goals.
- Answer and respond to incoming calls; resolve customer complaints and report to Store Director as appropriate.
- Serve as overflow cashier when needed.
- Coordinate and implement front-end programs, including Community Relations promotions, to help the store meet Division goals.
- Manage and schedule duties of Front End Clerks, Courtesy Clerks, Service Operations Assistant, Service Supervisors, and Customer Service Center Clerks.
- Create department schedules using computer scheduling programs; post schedules timely and communicate changes as needed.
- Interview and recommend hires for Front End Clerks and Courtesy Clerks with Store Director approval.
- Recommend corrective actions for front-end employees to Store Director.
- Oversee coordination of front-end employee training in conjunction with the Administrative Coordinator.
- Attend required training and sales meetings.
- Direct and supervise front-end operations, including:
- Monitoring customer traffic flow and checkout lane coverage
- Maintaining cleanliness and appearance of front-end sales floor, restrooms, entryway, and parking lot
- Ensure accurate operation and functionality of the Point of Sale system.
- Maintain fresh, full appearance of checkstand merchandisers and ensure proper signage.
- Ensure front-end equipment is operational; implement emergency procedures for equipment malfunctions.
- Manage departmental budgets and financial objectives; comply with service scores, sales, quarterly labor, bag expense, cash shortages/overages, and check expense projections.
- Handle cash flow requirements including deposits, armored car service, safe transactions, till issues, approving checks and refunds, and monitoring cashier funds.
- Complete and ensure completion of all front-end forms.
- Review refund, void, and override reports to control excess transactions.
- Responsible for ordering and balancing money orders, bus passes, lottery, gift cards, postage, and commission income items (if applicable).
- Ensure compliance with Company policies and procedures, including:
- Cash Handling
- Employee Purchase
- Restricted Product Sale (alcohol/tobacco)
- Coupon and Gift Card policies
- Scan accuracy
- Scheduling of minors
- Product Return Policy
- WIC
- Sanitation, safety, and security
- Grooming and dress code standards
- Check acceptance
- Partner with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues.
- Work with Scan/FMC Team to correct scanning file problems promptly.
- Maintain confidentiality regarding employees, store sales, and Company information.
- Maintain accurate department records.