Duties and Responsibilities Customer Service & Front-End Experience

• Champions corporate and division customer service programs to meet or exceed customer service goals.

• Provides fast, friendly customer service and maintains an enthusiastic atmosphere across all front‑end operations.

• Responds promptly to incoming calls; resolves customer concerns appropriately and escalates issues to the Service Operations Manager or Store Director when necessary.

• Acts as an overflow cashier when needed to support service levels.

Front-End Operations & Oversight

• Assists the Service Operations Manager in supervising and scheduling Cashiers, Courtesy Clerks, and Service Supervisors.

• In some divisions, may assist with supervision of the Administrative Coordinator/Bookkeeper and must understand all related duties.

• Helps direct front‑end operations, including:

• Monitoring customer traffic flow

• Ensuring adequate lane coverage

• Maintaining cleanliness and appearance of the front‑end floor and restrooms

• Ensures merchandise and signage accuracy at the front end.

• Supports implementation of all front‑end programs and initiatives.

Sales, Labor & Performance Support

• Works closely with the Service Operations Manager to achieve goals related to:

• Sales

• Customer service scores

• Labor targets

• Bag expenses

• Cash shortages/overages

• Check expenses

• Monitors employee productivity and provides coaching as needed.

• Makes schedule adjustments to support operational needs and customer service demand.

Cash Handling, Accuracy & Compliance

• Accurately operates checkstand equipment, including cash registers, electronic payment systems, SCO (Self‑Checkout), RAP (Remote Approval), scanners, and scales.

• Ensures compliance with all Company policies including:

• Cash handling

• Employee purchase rules

• Restricted product sales

• Coupons and gift cards

• Scan accuracy

• Check acceptance

• Product return and refund policies

• WIC and EBT

• Safety, sanitation, grooming, and dress code policies

• Reports all policy violations to store leadership.

Financial Controls & Shrink Management

• Manages cash flow functions, including:

• Deposits

• Armored car service interactions

• Safe transactions

• Register issues/pickups

• Approving checks and refunds

• Monitoring cashier tills and balancing procedures

• Completes and verifies all required front‑end forms and logs.

• Partners with Loss Prevention and the Administrative Coordinator to resolve cash variances, excessive voids/refunds, and other shrink issues.

Training & Personnel Support

• Assists in training front‑end employees in partnership with the Service Operations Manager and Administrative Coordinator.

• Provides guidance on customer service, cash handling, store policies, and operational procedures.

• Initiates personnel‑related actions such as:

• Pre-employment interviews

• Transfers

• Promotions

• Disciplinary steps

Administrative Responsibilities

• Assists with front‑end administrative duties including ordering and balancing:

• Money orders

• Bus passes

• Lottery tickets

• Gift cards

• Postage and change (if applicable)

• Maintains all required logs, documentation, and control records.

• Reports scan file issues promptly and ensures front‑end equipment remains operational.

• Implements emergency procedures when computer/equipment malfunctions occur.