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Position Summary:

Lee’s Marketplace is a family-owned grocery chain committed to providing an enjoyable shopping experience for our guests. We pride ourselves on offering high-quality products, exceptional service, and a friendly, welcoming environment. We value our team members and treat them like family, and we strive to make a positive impact in the communities in which we serve. We are excited to be a part of the Vineyard community managing Bella's grocery store.

The Customer Service Desk Clerk provides friendly, efficient, and professional assistance to guests at the service desk. This position handles guest inquiries, returns, exchanges, and specialty item sales such as balloons, money orders, hunting and fishing licenses, and more. In addition to assisting guests directly, the Customer Service Desk Clerk plays an important role in supporting overall front-end operations by helping ensure smooth service, minimal lines, and peak performance of the front-end team. They work closely with the Front-End Manager to oversee the daily flow of the department and deliver an exceptional shopping experience for every guest.

Primary Position Duties:

Key Duties and Responsibilities:

+ Greet and assist guests at the service desk with courtesy and professionalism.

+ Process returns, exchanges, and refunds according to company policies.

+ Answer phone calls, respond to guest inquiries, and direct calls to the appropriate department.

+ Assist in monitoring front-end operations, helping ensure lines stay minimal and guests are served quickly.

+ Work side by side with the Front-End Manager to help oversee cashiers, baggers, and front-end workflow.

+ Balance cash drawers and maintain accurate transaction records.

+ Assist with guest complaints, concerns, or special requests, escalating when necessary.

+ Keep the service desk area clean, organized, and well-stocked with supplies.

+ Support front-end operations as needed, including bagging or assisting at registers.

+ Verify correct payment methods are accepted and properly processed.

+ Ensure team members are aware of current promotions, ad pricing, and in-store specials.

+ Oversee daily cash handling procedures, including tills, safe counts, and deposits

+ Maintain cleanliness, safety, and organization of front-end, entry areas, and parking lot.

Guest Service:

+ Ensure each guest receives a prompt, friendly, and efficient checkout experience

+ Provide knowledgeable answers to guest inquiries.

+ Assist in training team members to resolve guest concerns professionally and escalate when necessary.

+ Monitor and help manage front-end operations to minimize wait times

+ Ensure accurate application of promotions, ad pricing, and loyalty programs

+ Maintain a visible presence at the customer service desk to support guest interactions and team guidance.

+ Address and follow up on guest feedback or complaints, coordinating with other departments as needed

+ Promote and exemplify a high level of morale within department and store, utilizing friendly but professional methods of honest and open communication with guests and team members.

+ Displays excellent problem solving skills and prides themselves on finding the best resolution that exemplifies the “Lee’s Way- doing what’s best for our guests, our team, and our company”.

+ Be familiar with, and assist customers with use of, Lee’s Marketplace website and rewards.

Product Handling:

+ Ensure front-end team members handle products with care, inspecting items during checkout to maintain quality standards and replacing any products that do not meet Lee’s Marketplace expectations.

+ Assist in training and ensure adherence to proper bagging procedures to prevent cross-contamination and ensure the safe handling of guest groceries

+ Continually improve familiarity with product location throughout the store to better assist guests and team members.

+ Follow correct procedures for handling damaged items, including appropriate storage locations by department.

+ Ensure that no returned perishable items are placed back on the sales floor, in accordance with food safety and quality standards.

+ Follow proper procedures for handling returns, exchanges, and special orders, ensuring compliance with company policies.

Cleanliness and Safety:

+ Maintain a clean, organized, and welcoming front-end area, including registers, bagging areas, and entrances.

+ Follow all safety and sanitation procedures. Ensure adherence to store safety and sanitation standards by all front-end team members.

+ Conduct regular checks of workstations for cleanliness, safety hazards, and operational readiness.

+ Respond to spills, hazards, or other safety issues promptly and according to policy

+ Oversee hygiene practices for all Frontend staff, including regular use of proper sanitation processes

+ Report any safety hazards or equipment issues to Store Director.

+ Responsible for accident reporting for team members as well as guest accidents in a timely manner.

+ Adhere to all food safety and sanitation regulations.

+ Contributes towards the cleaning responsibilities in the department.

Department Financial Management:

+ Partner with the Front-End Manager to maintain labor efficiency by being aware of scheduling needs and adjusting staffing levels as needed.

+ Help oversee break schedules to ensure coverage during busy periods while maintaining compliance with labor requirements.

Cash Handing:

+ Oversee the handling and processing of returns, exchanges, and special orders at the customer service desk

+ Ensure proper acceptance of payment methods (cash, cards, checks, EBT, WIC, etc.)

+ Monitor and verify accuracy of register drawers, safe counts, and daily deposits

+ Ensure accurate pricing and scanning of all items at the register

+ Monitor point-of-sale (POS) systems to ensure proper function and report any technical issues

+ Assist in the training of cashiers on how to properly handle special items (e.g., bulk, weighed items, produce codes, alcohol, etc.)

+ Track cashier over/short reports and implement corrective training as needed

+ Ensure all financial procedures follow company policy and are documented properly

+ Minimize shrink at the front end through strong oversight of returns, voids, and transactions

Team Collaboration:

+ Work cooperatively with team members to achieve store goals.

+ Encourage all team members to reach the highest level of teamwork and guest service at all times. Communicate and support the Lee’s MarketPlace Mission statement and Core Values

+ Participate in team meetings and training sessions.

+ Assist other departments as needed.

+ Work in a fast-paced, sometimes crowded, production environment with tact and patience.

+ Work with team to ensure products are sold well before their expiration date.

+ Communicate upcoming promotions and in-store events with front-end staff.

+ Coordinate with IT or store leadership on POS updates or pricing issues.

+ Assist with store-wide goals, projects, and seasonal needs as part of the management team.

+ Partner with other department managers to resolve guest issues and coordinate service.

+ Attends departmental, store, and company meetings as required; contributes to profits and revenues and meets productivity standards.

+ Has knowledge of and complies with all company policies, procedures, programs, and directives. Refers to Team Member Handbook continually to ensure policies and procedures are followed. Promotes a harassment-free environment, and immediately reports any potential harmful situation to management.

+ Maintain good order and productivity through appropriate coaching and proper documentation of these procedures. Maintain consistency with coaching procedures among team members.

+ Be a professional example for all team members to follow.

Position Requirements:

**Age Requirement:** 18yrs **Availability:** Shifts are 8:00am-4:00pm & 3:00pm-10:00pm any day Monday-Sunday, including holidays and weekends, according the needs of the store. An ability to rotate between both shifts is preferred.

Physical Requirements:

+ Ability to stand, walk, twist, sit, and bend for extended periods.

+ Ability to lift and carry items weighing up to 50 pounds.

+ Manual dexterity for handling small objects and operating equipment.

+ Repetitive use of hands and arms to push, pull, carry, lift, reach, grip, and balance.

+ Occasionally stoop, crouch, kneel, or crawl.

+ Prolonged periods standing and walking.

+ Must be able to access and navigate all areas of the store.

+ Must be able to lift up to 50 pounds at times.

+ Lifting may include floor to shoulder and overhead lifting repeatedly.

+ Occasional use and climbing of step stools or ladders are required.

Tools and Machinery:

+ Point of Sale (POS) system

+ Wheeler

+ Trash compactor

+ Box cutters

+ Scales

+ Temperature-controlled rooms

+ Computers (chrome books, desktops, laptops, etc.)

+ Phones/intercom

+ Helium Tanks/Latex

+ Credit card scanners

+ Printers/scanners/fax machines

+ Any other items seen fit for role

Education or Skills:

Education and Experience:

+ High school diploma or equivalent (Required).

+ Previous experience in retail or guest service (Preferred).

+ Previous leadership experience (Preferred).

+ Strong knowledge of POS systems and register operations

Skills and Abilities:

+ Ability to write, speak, hear, and understand the spoken word to respond promptly to pages, requests, team members, and guests.

+ Strong leadership abilities, with experience in training and developing staff.

+ Excellent communication, leadership, and problem-solving skills

+ Detail-oriented, especially regarding pricing and payment accuracy

+ Proven ability to motivate and inspire a team to achieve goals.

+ Strong analytical and decision-making skills to address operational challenges.

+ Ability to implement solutions quickly and effectively.

+ Strong organizational and multitasking abilities to manage various department operations simultaneously.

+ Ability to learn new technology quickly.

+ Ability to handle customer inquiries and complaints effectively.

+ Strong math skills.

+ Ability to read and follow instructions.

+ Good verbal communication skills.

Benefits:

Compensation:

+ Competitive hourly wage/salary.

+ Paid time and a quarter on Sundays

+ Benefits packages including health insurance, Disability plans, EAP, 401k plans, and Supplemental Insurances.

+ 10% discount, restrictions apply

+ Ace Hardware Discount at Lees Ace Hardware locations

+ Paid Time Off to those who qualify

Work Environment:

+ Friendly and supportive team atmosphere.

+ Opportunities for career advancement and professional development.

+ Safety forward atmosphere

+ Innovative, supportive, and input driven management team.

Lee's Marketplace is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

**Note:** This job description is not intended to be all-inclusive. Team members may perform other related duties as negotiated to meet the ongoing needs of the organization.