A successful Customer Service Team Leader engages their team to deliver The Raley’s Way and achieve business results. They are able to create a memorable experience whether a customer is entering or leaving the store. The Customer Service Team Leader sets high standards for performance yet has fun, celebrates successes, develops and empowers a diverse front-end team. Communicates the department vision and engages the team members through collaboration and innovative ideas. The Team Leader uses their industry knowledge and expertise to achieve performance for the front end operation, sales performance, management of team members, policy and procedure compliance, safety, security, supervision, training, mentoring and any other duties as assigned.
Delivers budgeted store sales profits (P&L); controls shrink, expenses and labor. ● Analyzes and measures department business trends; develops and implements plans to maximize operations/customer experience while meeting or exceeding goals/objectives. (e.g. cash handling, check-stand utilization, speed standards, opening/closing procedures.) ● Plans, organizes, directs and controls all front end activities and operations. ● Discusses weekly/period store sales, labor projections, customer satisfaction, cashier speed and safety metrics with department team. ● Proactively plans to ensure customer assistance and other service needs throughout the store are handled in an appropriate manner. ● Understands and oversees compliance with all applicable regulatory requirements, state and federal laws, company policies and procedures. ● Implements company/store initiatives. Creates a Customer-Centric culture by recruiting, selecting and training team members who are passionate about food, serving and connecting with others. ● Role models best practices and performance standards consistently (e.g. works all front-end positions as needed). ● Engages team members by bringing The Raley’s Way to life through inspiration and communication to include department goals, objectives, policies and procedures. ● Establishes a high-performing team through effective department scheduling, efficient task assignment, recognition, fun, performance management and accountability. This includes feedback, documentation and performance evaluations. ● Empowers team members to provide a memorable customer experience through helpful knowledge, friendly service and a caring approach; monitors and coaches team’s performance through reporting and customer feedback. ● Identifies and develops department team members to leadership positions. ● Recognizes and seeks opportunities for continuous learning to gain understandings, front end skills and knowledge. ● Maintains knowledge of current company policies and procedures to include front-end best practices and standards. Other tasks as assigned.
EDUCATION AND EXPERIENCE: High school diploma or equivalent. 1 year or more of retail experience.
SKILLS/ABILITIES: ● Exceptional leadership skills; excellent interpersonal and communication skills. ● Ability to successfully delegate and develop store team members. ● Strong merchandising skills; demonstrated ability to merchandise to the demographics of the store. ● Ability to champion new ideas and initiatives. ● Ability to understand and assess the P&L and other store reports. ● Strong financial planning skills with a focus on longterm strategy. ● Values diversity. ● Ability to operate a basic office equipment and related software including a personal computer, copier, fax, and telephone. ● Strong planning and organizational skills. ● Demonstrated abilities in problem solving and conflict resolution. ● Ability to maintain confidentiality of information.