Express Lane Supervisor

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES include the following. Other duties may be assigned.

CUSTOMER SERVICE

Your job performance is required to demonstrate the highest level of customer service. Never be rude to a customer under any circumstance.

Follow through on customer requests. If you cannot say “yes” to a customer’s request, contact the manager-on-duty.

Your full focus is required to be on the customer and bagging their order. You are required to:

Make eye contact with and smile at every customer.

Speak to customers in a genuine, clear, and enthusiastic manner.

Greet every customer and accompanying family members [especially children].

Always tell customer “thank you for shopping with us today!”

Maintain adequate work area; Download internet orders; Shop internet orders following all policies and procedures; Operate Point of Sale Register; Bag orders; Stage orders; Load grocery orders; Complete all required paperwork; Communicate with customers; Communicate with store associates and Corporate Office; Attend store sales and service meetings reporting ExpressLane wait times, in-stock percentages, customer satisfaction including IVR comments and mobile feedback ratings; keep management aware of order cancellations.

SUPERVISORY RESPONSIBILITIES. Interview and assist in hiring new associates. Train new home shopping associates and manage the Express Lane training process; Scheduling; Manage labor and communicate cross charged hours needs to store management; Communicate store level and corporate objectives; Handle customer issues and complaints. Use progressive discipline when necessary. Ensure procedures for proper substituting and minimum selection dates are followed.