Front-End Shift Supervisor - Sea Mart Quality Foods

HAMES CORPORATION and its affiliated and subsidiary companies - Sitka/Ketchikan Alaska

The spirit of Alaska isn't just in our store. It's in our DNA. Forged by independence. Furthered by hard work. Rooted in a legacy that extends back to 1949 when Clarence and Hopewell Rands opened shop in Sitka. Much has changed over the past six-plus decades. But one thing remains the same: our commitment to our customers and our community. Today, Hames Corporation is a fourth-generation family-owned and operated company, and we are much more than the region's number one grocer. We're a gathering place for doughnuts and coffee. A supporter of local charities, sports teams, education and the arts. A member of the world community with relief efforts for natural disasters. We invest in our employees and empower them to do whatever it takes to delight our customers. At Hames Corporation, we're a family.

Our employees are part of our extended family, joined by the common goal of delivering service that goes above and beyond. In addition to providing competitive compensation, good benefits, and flexibility, we empower every employee to do what it takes to delight our customers, whether chasing down a specific item or ordering in a special treat for a landmark occasion. Alaska has long been known for amazing natural resources. At our company, it just happens to include the human variety.

PURPOSE:

The Front-End Supervisor position allows you the opportunity to assist the Front-End Manager in directing and supervising the front-end activities and operations throughout a designated shift. You will be responsible for ensuring that work shifts and breaks of front-end staff contribute to the operational best interest of the store. In this position you will be managing all customer service functions, including cash handling, point of sale quality and pricing concerns, customer grievances including inquiries and requests related to their shopping experience. To be successful in this position you should be open-minded and responsible to change and up to the challenges provided in a fast-paced retail environment. As you will be responsible to ensure superior customer service experiences by coaching and developing a friendly, well-trained staff.

DUTIES AND RESPONSIBILITIES:

The essential duties of the Front-End Supervisor consist of, but are not limited to, the following responsibilities:

• Assist the Front-End Manager in recruiting, selecting, and managing a team of customer-oriented employees who perform at levels consistent with Store and Corporate objectives.
• Support, uphold, and enforce all Company policies, and local, state, and federal laws and regulations.
• Maintain high standards of store image ensuring that the front area of the store is clean and ready for business.
• When assigned, plan and schedule the day-to-day operations of the front-end staff.
• Operate according to the established operating policies and procedures and while doing so, act as a role model for the store personnel.
• Assure training of front-end staff in the various front-end procedures to ensure they have the knowledge and ability to do the work assigned.
• Assist the Front-End Manager in the interviewing, recruitment, screening, training, evaluating, and hiring of department personnel within company guidelines as assigned by the Store Director.
• Assist the Front-End Manager in the performance evaluation process of staff.
• Maintain all reports necessary to audit the performance of the front-end staff, on a monthly basis, i.e. cash over/shorts, price accuracy.
• Ensure that staffing is at the appropriate level to meet the normal demands of the workday to meet business volume/sales projection and traffic requirements; minimize customer inconvenience and excessive waiting periods.
• Monitor daily shift schedule and ensure all required break periods, (i.e. lunch) are given and covered.
• Making it understood with all associates that come into contact with customers, that THE CUSTOMER IS THE FIRST PRIORITY; that the Store is in the forefront of that activity; and that every member of the team is here to fully support that priority with prompt and friendly service.
• Promote customer goodwill by providing high standards of customer service.
• Maintain a neat, well-groomed personal appearance at all times and observe company dress regulations. Ensure the front-end staff do the same.
• Ensure that all cash handling and void processes and policies are followed and enforced.
• Ensure cashiers are assisted with price checks in a prompt and timely manner.
• Keep store management and POS team informed of price accuracy problem areas or items that are not on file in electronic point-of-sales PLU files.
• Inform the Front-End Manager and Senior Store Management promptly of cash register or scale problems/malfunctions.
• Assist checkers and customers with refunds, over rings and other transactions requiring supervisory approvals or overrides and check cashing approval within company policies and procedures.
• Handle cash pulls as needed or requested.
• Handle change order requests as needed.
• Investigate cashiers' cash over/shorts and take appropriate action on the discrepancies.
• Be knowledgeable in and able to recognize or differentiate between all varieties of similar classes of products carried in the store.
• Ensure that all customers are acknowledged that come to the customer service desk within 30 seconds and the same for phone calls.
• Ensure all types of sales transactions accepted by the store including but not limited to authorized accounts receivable sales, WIC coupons, food stamps, manufacturers' coupons, gift certificates, etc. are followed in strict accordance with established company policies and procedures.
• Ensure a regular and effective housekeeping program of the front end and customer restrooms are maintained.
• Ensure strayed shopping carts are picked up from the parking lot on a routine basis.
• When directed, order and control inventory of all front-end supplies including proper replenishment, as required, in the check stand.
• Ensure that return-to-stock items are handled in a prompt and orderly manner with the most immediate attention given to refrigerated and other perishable items.
• Comply with safety policies and procedures and participate in store's safety committee when requested.
• Ensure all customer IDs are presented and verified and observe store policies pertaining to the acceptance of checks and sales of tobacco products.
• Notify Front-End Manager promptly of any irregularities or discrepancies in the cash register results of any applicable work shift if cash variations exceed $5.00.
• Ensure markups and markdowns, in-store use of merchandise, voids, refunds, and bad merchandise/spoilage write-offs are recorded accurately in accordance with company policy.
• Ensure information flows to all store personnel and advise management of significant events affecting the Store.
• Supervise and coach direct reports in the performance of their duties; complete performance reviews and provide feedback to direct reports as assigned.
• Perform any other duty or task as may be assigned from time to time by the Front-End Manager.

PHYSICAL AND GENERAL REQUIREMENTS:

• Ability to interact with Customers in a friendly and helpful way.
• Must have the people skills to assist customers and associates in a fast-paced environment.
• Ability to solve practical problems and deal with a variety of concrete variables under stressful circumstances, dealing with customer complaints, and in circumstances where only limited standards or policies exist.
• This position might require early morning, last night, and working holidays and weekends.
• Ability to work all assigned work schedules and comply with all time and attendance policies.
• This position requires an individual capable of sitting, standing for extensive periods of time, walking, bending, climbing stairs, and carrying loads up to 25 pounds including the use of hands and fingers to feel, use cash registers, and other related machines.
• Ability to proficiently read, write, speak, analyze, interpret, and understand the English language.
• Ability to hear, speak and understand the spoken word in order to respond promptly to pages for assistance, to accommodate verbal requests from customers for information or assistance, to answer telephones, and be able to communicate effectively with department employees, the store's coworkers and customers; Company handbooks, policies and procedures, and other written job-related documents including safety notices and other postings on company bulletin boards.
• Successful performance requires specific vision abilities that include close vision and ability to adjust focus including having sufficient visual acuity to check and verify pricing and UPC codes.
• Must possess the math skills necessary to handle sales transactions, tender change, verify vendor invoice charges, and be able to balance cash receipts or troubleshoot errors or discrepancies in cash or column balance.
• Ability to tolerate dust and cleaning agents during routine housekeeping duties.
• Ability to work in varying temperatures, as needed.

REQUIRED EDUCATION/EXPERIENCE:

• Requires an extensive retail background with at least 1 year of related management experience related to retail or grocery operations. Requires a thorough understanding of overall Company practices, policies and procedures including a good understanding and use of the organizations Point of Sale (POS) system.
• Requires good written and oral communication skills, leadership and interpersonal skills, and the proven ability to manage people. Requires knowledge of every position under the Front-End Manager's supervision. Requires general and applicable knowledge of employment laws and workplace practice policies. Requires knowledge and compliance with local, state and federal regulations.
• Must be friendly and courteous and take initiative in performance of duties. Maintains composure in dealing with customers, co-workers, vendors and other business partners in the store. Must have the ability to concentrate and deal with interruptions and customer complaints, etc. Interacts effectively with all levels of personnel, customers, vendors, agencies and the public.
• Must identify needs, problems, and opportunities and make short-term decisions to maximize sales and gross margins. Must have the knowledge and ability to implement emergency procedures, including response to equipment and computer software malfunctions. Familiar with emergency plans in the event of a natural disaster, serious accident, or uncommon event(s).

PREFERRED EDUCATION/EXPERIENCE:

• 2+ Years grocery management experience.
• Successful participation in management training program; or equivalent combination of education and experience.
• Comprehensive working knowledge of all aspects of store management and operations; and should have extensive experience in handling personnel relations.

WORK ENVIRONMENT:

The work environment will be completed in a climate-controlled retail store environment; on occasion work environment may include occasional exposure to outdoor areas during rain, cold, sunny, warm or freezing conditions in order to accomplish tasks as hand. Occasional overnight shift work may be required.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of personnel so classified.