Duties and Responsibilities Customer Service Leadership Champion corporate and division customer service programs to meet or exceed division goals. Ensure a positive shopping experience by maintaining high service standards. Front-End Operations Assist the Service Operations Manager in managing and scheduling duties for: Cashiers Courtesy Clerks Service Supervisors In some divisions, assist in supervising Administrative Coordinator/Bookkeeper and maintain full knowledge of their duties. Work closely with the Service Operations Manager to achieve targets for: Sales Service scores Quarterly labor Bag expense Cash shortages/overages Check expense projections Direct and monitor front-end operations, including: Customer traffic flow Lane coverage Cleanliness and appearance of front-end sales floor and restrooms Compliance & Policy Enforcement Ensure adherence to all company policies and procedures, including: Cash handling, employee purchase, restricted product sales Coupon and gift card policies, scan accuracy, scheduling minors Product return policy, WIC, sanitation, safety, security, grooming and dress code standards Report policy violations to the Service Operations Manager and Store Director. Customer Interaction Answer and respond to incoming calls appropriately. Resolve customer complaints and escalate to management when necessary. Checkstand Operations Accurately operate checkstand equipment (register, payment systems, SCO, RAP, scanner, scale) in compliance with company policies. Report any policy violations to store management. Cash Flow & Financial Controls Handle cash flow requirements, including: Deposits, armored car service, safe transactions, till management Approving checks and refunds, monitoring cashier funds Complete and ensure completion of all front-end forms. Collaborate with Service Operations Manager and Service Supervisors to resolve: Cash variances Refund irregularities Payroll issues Partner with Division Loss Prevention and Administrative Coordinator to address shrink and cash discrepancies. Training & Development Assist in training front-end employees in conjunction with the Service Operations Manager and Administrative Coordinator. Administrative Duties Order and manage money orders, bus passes, lottery, gift cards, postage, and change (where applicable). Balance money orders, transfers, gift cards, and lottery; maintain control logs. Report scan file issues promptly and ensure front-end equipment functionality. Implement emergency procedures for equipment malfunctions. Shrink & Loss Prevention Comply with company programs addressing shrink, excessive voids/refunds, and cash handling issues. Scheduling & Support Adjust schedules as needed to support customer service requirements. Serve as overflow cashier when necessary. Assist in implementing front-end programs.