Front End Shift Lead

The Front End Shift Lead is responsible for providing support to Front End staff and quality and efficient customer service to customers. To assist the Front End Manager with the coordination of Front End operations. To follow the schedule established by the Front End Manager, as well to help meet Front End department goals.

Skills and Abilities

• Lead and motivate staff.
• Strong communication and listening skills, both face-to-face and over the phone.
• Strong organizational and decision-making skills and acute attention to detail.
• Ability to handle multiple demands and difficult situations with tact and diplomacy.
• Willingness and ability to learn and grow to meet the changing requirements of the job.
• Work with little or no supervision.
• Strong POS skills.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Department Operations & Maintenance

• Be the Person in Charge (of Front End staff) when scheduled.
• Performs and oversees opening and closing duties, per established departmental and company procedures. 
• Places timely supply requests with Front End Manager, to ensure customer service and cashier supplies are on hand.
• Reads staff and department messages daily and responds as necessary.
• Provides effective communication for all operational issues.
• Maintains department equipment in working order.
• Uses proper documentation for all returns, exchanges, and special orders.

Financial Performance

• Oversee all aspects of cash handling, drawer balancing and deposits.
• Assists with attaining the established goals for the Front End department and organization.

Personnel Management

• Assists in ensuring adequate coverage of the Front End when there are employee call offs, slow days, etc., documenting and notifying appropriate management staff per established procedures.
• Oversees Front End staff in their daily duties.
• Monitors cashiers’ breaks during their shifts.
• Assists with training Front End staff.
• Assists with performance reviews by providing Front End Manager with employee performance feedback.
• Advises Front End Manager of personnel issues related to Front End staff. 

Customer Service

• Greets customers as soon as they enter store.
• Provides prompt, friendly, and courteous customer service, to customers and employees alike, in person and over the phone.
• Problem solves customers’ concerns respectfully and appropriately.
• Reports customer suggestions, comments, and complaints to Front End Manager.
• Has good working knowledge of staff, departments and store offerings (such as product location and current promotions).
• Assists customers with store and product information, in person and over the phone.
• Processes refunds and returns using established customer service standards.

Register/Point-of-Sale

• Operates cash register efficiently and competently, making change with minimal error.
• Processes all forms of payment accurately, including coupons and promotional offers.
• Troubleshoots any issues with registers.
• Addresses pricing problems with the department involved; ensures correction.
• Counts and balances register drawers and store funds; and ensures any discrepancies are reported to the Front End manager or Store Manager.

Marketing & Member Services

• Provides information on membership/ownership.
• Assists with the completion of membership application.
• Processes membership changes or refunds.

Other Duties

The job duties, elements, responsibilities, skills, functions experience, educational factors, requirements, and conditions listed in this job description are representative only and not exhaustive of the tasks that any employee may be required to perform. The employer reserves the right to revise this job description at any time and require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or the work environment change.

Requirements

• Flexibility with scheduling, due to store hours.
• Ability to work well with others in a cooperative environment where teamwork and constant communication are essential.
• Commitment to superior customer service and providing the highest quality experience possible.
• Willingness/ability to work in any of the department’s positions.
• Maintain positive company morale.
• Maintains discretion in dealing with confidential information (store, vendors, customers, staff, etc.)

Education and Experience

• H.S. diploma/GED.  
• Minimum one (1) year experience in a retail setting.
• Minimum one (1) year experience as a team leader or supervisor required; in a retail or grocery store setting preferred.
• Combination of education, training and/or experience will be considered. 
• Knowledge of a POS systems, including equipment and software.
• Customer service experience in a public-serving position.
• Experience and/or knowledge in whole, organic and natural foods a plus.
• Computer skills: Knowledge of Microsoft Office (Word, Excel) and Internet applications. 
• Basic knowledge of natural foods and cooperatives preferred.