DUTIES AND RESPONSIBILITIES

Customer Service & Front-End Operations

Champion corporate and division customer service programs to meet or exceed division customer service goals. Answer and respond to incoming calls appropriately; resolve customer complaints and escalate to Service Operations Manager or Store Director as needed. Serve as overflow cashier when needed. Assist in implementing front-end programs.

Staff Management & Scheduling

Assist Service Operations Manager in managing and scheduling duties for: Cashiers Courtesy Clerks Service Supervisor(s) In some divisions, may assist in supervising Administrative Coordinator/Bookkeeper and maintain complete knowledge of their duties. Assist in front-end employee training in conjunction with Service Operations Manager and Administrative Coordinator. Make schedule adjustments as needed to support customer service needs.

Sales, Labor & Performance Goals

Work closely with Service Operations Manager to meet: Sales targets Service scores Quarterly labor goals Bag expense, cash shortages/overages, and check expense projections

Compliance & Policy Enforcement

Comply with and ensure compliance with Company policies and procedures, including: Cash Handling Employee Purchase Restricted Product Sale Coupon and Gift Card policies Scan accuracy Scheduling of minors Product Return Policy WIC Sanitation, safety, security Grooming and dress code standards Check acceptance Report policy violations to Service Operations Manager and Store Director.

Cash Flow & Financial Controls

Handle cash flow requirements: Deposits and armored car service Safe transactions, issues, and pickups Tills, approving checks and refunds Monitoring cashier funds and cash handling procedures Complete and ensure completion of all front-end forms. Work with Service Operations Manager and Service Supervisor(s) to resolve: Cash variances Refund and till balance irregularities Payroll violations Partner with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues. Assist with cash balancing issues and related administrative duties.

Equipment & Technology

Accurately operate checkstand equipment: Cash register Electronic payment system Self-Checkout (SCO) Remote Approval Station (RAP) Scanner and scale Report scan file problems promptly; ensure front-end equipment is operational and take corrective action. Implement emergency procedures for computer equipment malfunctions.

Administrative & Ordering

Assist with front-end administrative duties such as: Ordering money orders, bus passes, lottery, gift cards, postage, and change (if applicable) Balancing money orders, money transfers, gift cards, lottery Maintaining control logs

Shrink Control & Compliance

Comply with Company programs to address: Shrink Excessive voids and refunds Cash handling problems Ensure compliance with all Company policies, including: Cash handling Employee discount Gift cards Money orders (where applicable) Sanitation, safety, and security