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    Director of Customer Service - West Valley City, United States - Harmons Grocery

    Harmons Grocery
    Harmons Grocery West Valley City, United States

    3 weeks ago

    Default job background
    Description
    $71,600.51 YEAR

    GENERAL PURPOSE


    The primary purpose of this position is to keep Harmons' Front Ends and Customer Service Center above the competition by being a strong leader and driving innovation, particularly in the area of customer experience.

    This person will lead based on a culture of helping people feel safe, empowered, seen, heard and respected.

    They will become an expert, educator and advocate for both departments, being responsible for the design, implementation and evaluation of programs, processes and procedures.

    ESSENTIAL DUTIES & RESPONSIBILITIES

    Responsible for departmental space management:
    new items, new services, merchandising, etc.
    Creates and promotes a customer service culture particularly on the front end and the customer service center
    Oversees and becomes an expert regarding Foodie Club Troubleshooting, Customer Service and Education
    Creates and audits standardized accounting procedures
    Follows up and assists with training new Lead CSM's and Customer Service Center/Office Managers.
    Responsible for teaching classes and conducting/leading meetings.

    Ensures programs are being followed by providing store teams feedback regarding: bagger training, cashier training, product testing, bagger/cashier ratio, correct bagging, schedule efficiency, customer service scores, etc.

    Brings attention to and coaches behaviors that do not meet harmons expectations
    Responsible for creating and implementing promotions and contests
    Works closely with the Eshop Director and teams to ensure remarkable customer experience
    Works closely with the Support Office accounting team to ensure best practices, procedures and policies are being developed.
    Responsible for continual promotion and support of Foodie Club registrations, usage and communication.
    Plans for holiday and seasonal promotions and events
    Conducts audits and reports findings including if necessary, the plan for improvement
    Develops strong relationships with Store Directors, Sales Directors and the Front End/ Customer Service Center teams.
    Troubleshoots Foodie Club customer service issues
    Researches and responds to all foodie club help desk tickets
    Conducts weekly conference calls and bi-annual meetings with the Lead CSM's and Business/Office Center Manager
    Oversees Gift Card program and promotions
    Oversees Post Office program
    Works closely with support offices teams, particularly marketing, sales, accounting, loss prevention and technology on projects, promotions and opportunities.
    Oversee yearly bagging contest.
    Teaches, supports and educates associates
    Continually assesses processes and systems with customer service in mind
    Ensures Front End and Customer Service Center teams have tools and resources needed
    Communicates regularly with the VP of Customer Experience
    Ensures compliance with front end and Customer Service Center related items including WIC, TATM, EBT payments
    Assists with monitoring, measuring and rewarding bottom of basket, cashier productivity and other related items
    Knowledgeable about Front End and Customer Service Center operations, particularly store accounting
    Helps contribute to the success of Harmons as a whole
    Follows established departmental and store policies and procedures
    Completes assigned tasks efficiently and in a timely manner
    MARGINIAL DUTIES & RESPONSIBILITIES
    Performs other job-related duties as assigned

    NATURE OF WORK CONTACTS
    Consistent and daily interaction with Support Office staff, Front End and Customer Service Center teams, and store associates
    Will be required to travel from store to store frequently
    Will be required to work out of town occasionally with overnight stays

    TRAINING & QUALIFICATIONS:
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    A high school diploma or GED is required; 2 or 4 year college degree preferred; or any combination of education, experience, and training which provides the following knowledge, skills and abilities:
    Basic math skills used for making change
    10-key skills
    Ability to interpret policies and procedures
    Excellent organization and planning skills
    Excellent customer service and associate relation skills
    Must possess solid communication skills, including verbal and listening skills in order to effectively and efficiently communicate with customers and fellow associates
    Ability to appropriately and professionally handle conflict
    Must possess the ability to accept constructive review and be accountable for one's own success as well as the success of your team
    Required to make logical, significant decisions using general, recognized skills and techniques
    Must possess integrity, a positive attitude, be mission-driven, and be self-directed with a demonstrated passion for Harmons' mission and commitment to working collaboratively
    Continually strives to be product minded, customer minded, personnel minded, detailed, consistent and forward focused

    PHYSICAL/SENSORY DEMANDS:


    The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    Work is generally performed in a safe and comfortable office environment.

    While performing the duties of this job, the associate is regularly required to carry, stoop, twist, crouch, and reach; perform tasks requiring repetitive motion and eye, hand and foot coordination; hear and respond to customer inquiries.

    Also requires sitting for long periods of time, walking and bending. The associate may be required to occasionally move objects weighing up to 50 pounds from one place to another.


    We are proud to be an equal opportunity employer and celebrate our employees' differences including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status.

    Diversity makes us better.
    #J-18808-Ljbffr
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