A Customer Service Manager co-ordinates the checkout area in the store and resolves Customer complaints by performing the following duties.
Ensuring compliance with the Company's procedures regarding Customer Satisfaction Cards (CSC's) and Competition Ads. Correcting register errors when necessary/required. Completing at least two (2) daily register audits. Approving checks and bankcards when necessary/required. Monitoring and maintaining all front end cash levels and cash fund. Providing proper change needed for Cashiers. Consistently attending/conducting Cashier training sessions ensuring each front end Associate is knowledgeable regarding current communications/directions. training Associates on how to improve scanning accuracy and productivity. Ensuring registers are prepared for opening and closing each day. Following Company guidelines concerning refund, check, bankcard and Associate discount purchase approvals. Follows the Key Controls Checklist by: Verifying items on refund tickets to actual merchandise returned. Being aware of emergency procedures (i.e. evacuations, down registers, emergency codes, accidents, etc.) Maintains Operational standards by: Training Associates and demonstrating safe lifting and scanning techniques. Co-ordinate the schedules, for an adequate number of Cashiers on registers to provide excellent Customer Service. Making sure there are no more than three (3) Customers in line. Co-ordinating the lunch/break schedules for Cashiers, People Greeter, Layaway and Courtesy Desk Associates. Providing assistance at all outlying registers. Ensures compliance with the EAS program by: Ensuring that all EAS systems are turned on and functioning. Monitoring Greeters regarding their response to EAS alarms and their approach to customers. Ensuring that all Cashiers properly deactivate all merchandise that is purchased, and monitors the "Failure to Deactivate" Log for improvement. Training all new Front-End Associates on the EAS system. Provides excellent Customer Service through: Practicing the 3 Metre Rule. Providing a friendly work environment for Associates and Customers. Being knowledgeable about all register operations. Moving merchandise over the scanner or using a scanning gun to record prices and items. Pressing function keys as needed. Placing merchandise in a sack/bag and handing it the Customer. Practices safe work habits by: Setting an example in using proper lifting techniques. Keeping the area free of foreign objects, liquids and other hazards. Notifying Day Maintenance Associate for assistance with spills. Ensuring Occupational Health and Safety Act guidelines are being followed properly. Ensures proper security at the checkouts through: Pulling security tape from packages leaving the store. Keeping the checkouts closed off when not in use. Spacing Cashiers evenly throughout the entire checkout area for security and Customer flow reasons. Always keeping one (1) Express Lane open and one (1) register open on each end for security purposes. Following up on all cash shortages/overages over $5.00. Keeping all registers functional at all times. Maintains a clean and well stocked front end by: Keeping adequate quantities of clean, quality shopping carts for Customer use. Co-ordinating expense control with the use of checkout supplies. Ensuring each register has plenty of bags, register tape, etc., to serve the Customers quickly. Ensuring all scanner/checkout surfaces are kept clean and neat. Keeping the front end flowing smoothly.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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. Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers and decimals. Basic Reading/Writing Skills Ability to understand the meaning of written or printed matter and to record information by inscribing characters or symbols.
Licensing & Other Qualifications
The Associate must complete all Wal-Mart Basic and Advanced Training Modules and classes.
The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. The Associate is regularly required to walk or stand. The Associate must frequently lift and/or move objects weighing up to 4.5 kg (10 lbs.) and occasionally lift and/or move objects weighing up to 9 kg (20 lbs.). The Associate will be required to perform tasks involving simple grasping. Work Environment The work environment characteristics described in this section 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. The noise level in the work environment is usually moderate.
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