Customer Service Manager

CSM Summary

To deliver more than is expected to my customers and associates by providing a positive first impression, determining actual needs, delivering real solutions, adding value by managing the front-end of the store so that all customers are taken care of in and efficient and timely manner and leaving the customer so satisfied that no competitor is an acceptable alternative.

CSM : What I Do, How I Do It, and Why I do it

As a CSM, this is what I do :

Front-end Operations – I manage the front-end operations by following the daily schedule; monitoring the flow of customers, opening registers as necessary, managing breaks and lunches, opening preparations, supplies and closing procedures.

Customer Transactions – I manager shelf and display maintenance by maintaining new, missing, and price change tags / bibs, maintaining sign integrity and ad pricing and signage, and managing, new, discontinued, and all other tags and signs.

Service Desk Procedures – I supervise Service Desk and financial services procedures including providing tills, opening and closing the service desk, selling financial services products, refunds, phones, cleaning and organizing.

Adaptability – I am able to adjust myself readily to different conditions. I demonstrate flexibility in the workplace and remain comfortable with change and transition.

Coaching / Mentoring – I am a people builder by bringing out the best in people. I recognize and try to unleash the full potential of others by providing the needed resources, coaching, experiences, and other support. I provide others the opportunity to take risks and learn from their mistakes.

Conflict Resolution – I facilitate the resolution of conflict between others. I seek to understand others' viewpoints and effectively balance the competing priorities of different individuals. I gain agreement between myself, others, and third parties.

Problem Solving – I clearly define issues upfront and then use critical thinking skills and logic to effectively maintain answers to questions through a conscious and organized manner.

Safety / Quality Orientation – I consistently produce and emphasize the need to produce high quality products and services while being aware of the issues and following procedures that affect personal safety and the safety of others.

As a CSM, this is how I do it :

Building Relationships – I successfully initiate, develop, and foster relationships with others. I take a personal interest in the interests and ideas of others and treat others fairly, respectfully, and sincerely. I empathize with the emotions of others and consider things from other people's perspective.

Conscientiousness – I demonstrate responsible behavior, thoroughness of work, and dependability. I consistently demonstrate compliance with Harps' policies and procedures, including regular and timely attendance, adherence to dress code and ensuring a safe work environment, and a willingness to complete other duties as assigned.

Superior Customer Service / Hospitality – I completely understand what delivering more than expected means in regards to great customer service. I remove any barriers impeding customer service. I actively look for ways to help others by following our SMILE Program guidelines.

Integrity – I demonstrate and act in accordance with an appropriate and sound set of values, beliefs, and business ethics. I am an honest person.

Modeling Cultural Values – I act consistently in accordance with values that are consistent with those of the organization. I model high standards of behavior for others through personal actions and commitment to the organization.

Professionalism – I hold myself accountable by demonstrating a “no excuses” approach to my own attitude, performance, and results. I work in the best interest of Harps even when it involves putting individual needs aside.

Showing Drive & Taking Action – I act on my own initiative without being prompted. I handle problems with minimal guidance. I make things happen and take action quickly.

As a CSM, this is why I do it :

Customer Focus – I anticipate and recognize customer needs and remain dedicated exceeding customer expectations. I use customer information to improve products and services. I continually strive to improve customer satisfaction.

Respecting others / Citizenship – I encourage an atmosphere of teamwork by own actions. I support others, facilitate their work, and defend them when appropriate. I encourage cooperation and trust within a group. I show a high concern for the rights, values, and worth of others. I treat others fairly and consistently. I give appropriate attention toward the concerns expressed by others by empathizing with their emotions and considering things from their perspective.

Supporting Harps' Mission Statement – With respect and support from my peers and supervisors, I strive daily to exceed my customers' expectations in an effort to support the Harps' Mission Statement – “Our mission is to provide the best overall value to our customers, building a reputation for competitive prices, product quality and freshness, friendly service and cleanliness.”

POSITION REQUIREMENTS :

• High school diploma or G.E.D. equivalent preferred.
• Minimum one year experience operating a cash register in a retail establishment, preferably in a grocery store
• Ability to accurately count money.
• Adaptable to different situations and the ability to respond with flexibility to shifting priorities and rapid change.
• Ability to interpret, understand and follow instructions.
• Ability to work a flexible schedule including evenings, weekends and holidays as needed.
• Ability to complete tasks in a timely manner.
• Moves, lifts, carries and places merchandise and supplies weighing less than or equal to 25 pounds without assistance.
• Frequently reaches overhead and below the knees, including pushing, pulling, squatting, kneeling, bending, stooping, crouching and twisting with or without bearing weight.
• Frequent repetitive motion with hand(s) and arm(s), such as grasping, gripping and turning.
• Visually locates merchandise and other objects, at near and / or far distances, as well as verified information, often in small print.
• May be exposed to all weather conditions (hot, cold, rain, snow, ice and wind) as well as, inside work with variations in heat, cold, dust and humidity.
• May be exposed to cleaning solvents or other chemicals.
• May be exposed to latex, eggs, nuts, soy and wheat.
• Employment at Harps may be contingent upon completion and our evaluation of a PEP survey, drug screen, employment reference check, criminal background check and credit check.

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