Service Operations Manager
Albertsons
1 day ago
Full-time
On-site
Lafayette, Louisiana, United States
Description
Duties and Responsibilities Customer Service & Service Leadership
- Champion corporate and division customer service programs to meet or exceed division service goals.
- Maintain an atmosphere of enthusiastic customer awareness with a focus on fast, friendly service.
- Respond appropriately to incoming calls; resolve customer complaints and escalate to the Store Director when necessary.
- Direct and supervise all front end operations, ensuring efficient customer traffic flow, appropriate checkout coverage, and a clean, well‑maintained front end, including sales floor, restrooms, entryway, and parking lot.
- Ensure the accurate operation and functionality of the Point‑of‑Sale (POS) system.
- Serve as an overflow cashier when needed to support service levels.
- Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
- Create department schedules using computer scheduling programs; post schedules on time and communicate changes as needed.
- Oversee front end employee training in collaboration with the Administrative Coordinator.
- Interview and recommend hiring decisions for Front End and Courtesy Clerks (with Store Director approval).
- Recommend corrective actions for front end employees as necessary.
- Attend required training and sales meetings.
- Manage departmental budgets and financial objectives, including service scores, sales targets, quarterly labor, bag expenses, cash shortages/overages, and check expense projections.
- Oversee cash flow requirements: deposits, armored car service, safe transactions, pickups, tills, check approvals, refunds, and cashier fund monitoring.
- Ensure accurate completion of all front end forms and documentation.
- Work with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve issues such as cash variances, voids, refunds, till irregularities, and Time Clock/Attendance Policy violations.
- Partner with the Scan/FMC team to correct scanning file issues promptly.
- Partner with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues.
- Manage and balance money orders, money transfers, gift cards, postage, lottery, and other commission‑based items (as applicable).
- Ensure full compliance with all company policies and procedures, including:
- Cash handling
- Employee purchase guidelines
- Restricted product sales (alcohol/tobacco)
- Coupon and gift card policies
- Scan accuracy
- Scheduling of minors
- WIC, returns, and exchange policies
- Sanitation, safety, and security protocols
- Grooming and dress code standards
- Check acceptance policies
- Review refund, void, and override reports to control excessive exceptions.
- Maintain accurate department records and ensure confidentiality of employee information, store sales, and company data.
- Ensure front end equipment is operational; take corrective actions and implement emergency procedures for equipment or computer malfunctions.
- Maintain the fresh, full appearance of checkstand merchandise.
- Ensure all checkstands are clean, organized, and properly signed.
- Coordinate and implement front end programs, including community relations promotions, to help meet division goals.