• 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.