Job Description
JOB TITLE: Service Operations Mgr
REPORTS TO: Store Director
SALARY OR HOURLY: Hourly
LOCATION: Retail
DEPARTMENT: Front End

PHYSICAL AND GENERAL REQUIREMENTS:

• Possess a thorough knowledge of Front End operations, policies and procedures. Requires knowledge of one and two-step math calculations (i.e. addition, subtraction and percent calculations).
• Friendly, courteous, and maintains composure in dealing with customers, co-workers and vendors. Must take initiative, concentrate well and deal with interruptions and customer complaints, etc., in an often fast-paced work environment.
• Must judge and react to business activity.
• Requires good written and verbal communication, leadership skills and professional demeanor. Possesses the ability to train and develop people.
• Requires legible handwriting and ability to follow written instructions.
• Works with variety of front end systems. Operates computer software and electronic devices, to record and track sales, plan programs, schedule and draft routine documents.
• Stands for long periods of time, walks, bends, stoops, kneels, twists and turns frequently. Ability to frequently reach, lift and maneuver items of varying dimensions and sizes up to approximately 50 lbs. Manual dexterity and good eye-hand coordination are necessary.
• Utilizes cleaning supplies and equipment.
• May be required to work nights, weekends and holidays. Scheduled hours will vary. Occasional travel, including overnight travel, may be required. Good attendance is required.
• Employee may use calculators, keyboards, telephone, computer and other office equipment in the course of normal workday.
• Complies with and ensures compliance with Company grooming standards and dress code, including safety shoes, gloves, aprons and head coverings, etc.

PURPOSE:

Exemplifies and ensures strong customer service in all areas of the job. Directs and controls the operation of the front end, in compliance with Company policies and procedures.

DUTIES AND RESPONSIBILITIES:

• Champions corporate and division customer service programs to meet or exceed division customer service goals.
• Manages and schedules duties of Front End Clerks, Courtesy Clerks, Service Operations Assistant and Service Supervisors and Customer Service Center Clerks.
• Manages and meets departmental budgets and financial objectives. Complies with service scores, sales, quarterly labor, bag expense, cash shortages and overages, and check expense projections appropriately.
• Directs and supervises front end operations, monitors and directs customer traffic flow, coverage of checkout lanes, cleanliness and appearance of front end sales floor, restrooms, front entry way and parking lot.
• Complies with and ensures compliance with Company policies and procedures (i.e., Cash Handling, Employee Purchase, Restricted Product Sale (including alcohol and tobacco), Coupon and Gift Card policies, scan accuracy, scheduling of minors, Product Return Policy, WIC, sanitation, safety, security, grooming and dress code standards, check acceptance, etc.).
• Ensures the Accurate operation and function of the Point of Sale system.
• Handles cash flow requirements including deposits, armored car service, safe transactions, issues and pickups, tills, approving checks and refunds, and monitoring cashier funds and cash handling procedures. Completes and ensures completion of all front end forms. Works with Administrative Coordinator, Service Operations Assistant and Service Supervisor to solve problems including cash variances, voids, refunds, till balance irregularities, and Time Clock and Attendance Policy violations. Works with Scan/FMC Team to ensure scanning file problems are corrected in a timely manner.
• Partners with Division Loss Prevention and Administrative Coordinator to resolve cash and other shrink issues.
• Provides assistance to Administrative Coordinator regarding cash management issues.
• Oversees the coordination of front end employee training in conjunction with the Administrative Coordinator.
• Responsible for front end duties such as ordering money orders, bus passes, lottery, gift cards, postage and change and commission income items (if applicable). Balancing of money orders, money transfers, gift cards and lottery.
• Assists in maintaining the fresh, full appearance of the checkstand merchandisers. Maintains cleanliness of checkstands ensuring proper signage.
• Ensures front end equipment is operational and takes appropriate action to correct. Implements emergency procedures in the event of computer equipment malfunctions.
• Reviews refund, voids and override reports to control excess voids and refunds and overrides.
• Creates department schedules to meet the customers’ needs, utilizing computer scheduling programs. Posts schedules in a timely manner and communicates schedule changes, as appropriate.
• Serves as overflow cashier when needed.
• Coordinates and implements front end programs including Community Relations promotions to help store meet Division goals.
• Interviews and provides recommendation of hire of Front End Clerks and Courtesy Clerks with Store Director approval. Recommends to Store Director front end employee corrective action.
• Attends required training and sales meetings.
• Maintains confidentiality concerning employees, store sales, and Company information. Maintains accurate department records.
• Answers and responds to incoming calls appropriately. Receives and appropriately resolves customer complaints and reports to the Store Director, as appropriate.
  Service Operations Manager
  September 2017

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• Responsible for performing all job duties with honesty and integrity and in compliance with Company policies and procedures.
• Other necessary and required duties.