DUTIES AND RESPONSIBILITIESCustomer Service & Front-End Standards

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

• Assist in directing and supervising front‑end operations, including customer traffic flow, lane coverage, and cleanliness of the front‑end, sales floor, and restrooms.

• Answer and respond to incoming calls; resolve customer concerns and escalate to the Service Operations Manager or Store Director as appropriate.

• Serve as an overflow cashier when needed.

Front-End Leadership & Staff Support

• Assist the Service Operations Manager with scheduling and managing Cashiers, Courtesy Clerks, and Service Supervisors.

• In some divisions, may assist in supervising the Administrative Coordinator/Bookkeeper; must maintain full knowledge of all Administrative Coordinator/Bookkeeper duties.

• Support achievement of front‑end goals including sales, service scores, quarterly labor targets, bag expense, cash shortages/overages, and check expense projections.

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

• Make schedule adjustments as needed to support customer service needs.

Cash Handling & Financial Compliance

• Accurately operate front‑end equipment including cash registers, electronic payment systems, Self‑Checkout (SCO), Remote Approval Stations (RAP), scanners, and scales while following all company cash-handling policies.

• Handle cash flow requirements including deposits, armored car service, safe transactions, till issues and pickups, check approvals, and refund approvals.

• Monitor cashier funds, cash variances, refund irregularities, and till balance issues.

• Partner with Division Loss Prevention and the Administrative Coordinator to resolve cash and shrink‑related concerns.

• Assist in completion and oversight of all required front‑end forms, logs, and documentation.

• Ensure compliance with policies governing employee purchases, restricted product sales, coupons, gift cards, WIC, check acceptance, returns, and scanning accuracy.

Administrative & Operational Support

• Assist with various administrative duties such as ordering or maintaining money orders, bus passes, postage, lottery, gift cards, and change funds (where applicable).

• Balance money transfers, gift cards, lottery transactions, and maintain proper control logs.

• Report scan file issues promptly and ensure front‑end equipment remains operational; implement emergency procedures for equipment or software malfunctions.

• Ensure completion of all required paperwork including sales, labor, logs, and other administrative documentation.

Shrink, Safety & Compliance

• Comply with and ensure adherence to all company policies including cash handling, employee discount, sanitation, safety, security, grooming, and dress code.

• Support programs addressing shrink, excessive voids, refunds, and cash-handling concerns.

• Monitor compliance with minor scheduling rules, restricted product sales, WIC, and return policy requirements.

• Ensure safety and sanitation standards are maintained throughout the front‑end.

Program Implementation

• Assist in implementing front‑end programs and initiatives designed to improve service, efficiency, and operational effectiveness.