Customer Service Manager

The Customer Service Manager reports to the Store Manager. This role is classified as Level 5 in the GRA.

In the absence of the Store Manager the Customer Service Manager reports to the Long Life and/or Fresh Food Manager

In cases where the Customer Service and the Store Manager cannot agree on a problem or disciplinary procedure, the Operations Manager will make the decision.

OBJECTIVES

1. Maximise sales by providing a great standard of customer service, clean and tidy checkouts, safe environment, ensuring our customers are served in a prompt and friendly manner.

2. Help develop, lead and motiate a capable team of store staff of the highest quality and standard by following and executing store routines and processes.

3. Minimise costs by tightly controlling inventory losses, quality of contractor’s work, minimising staff turnover and maximising productivity.

4. Maintain the highest standard of cleanliness and safety.

5. Use initiative to control, manage and continually improve the quality of work in the areas of responsibility.

6. Be a constructive team member in the store.

RESPONSIBILITIES

1. Manage the store resources effectively and monitor staff training, development, and performance ensuring Store routines and processes are carried out effectively & accurately.

2. Control annual leave and absenteeism of employees and be aware of WH&S requirements for responsible departments.

3. Encourage, train, motivate and develop the store staff so they reach their full potential.

4. Ensure all Routine Cards are followed by the Store Team.

5. Assist with the induction and training of new employees and further development and training of existing employees.

6. Communicate to the Store Manager all incidents, damages, operational problems, or suggestions.

7. Hold master key and be available for emergency callouts if required.

8. Estimate sales one month in advance and schedule employee hours to meet productivity and payroll targets. Adjust the plan if required.

9. Ensure all stock is scanned accurately at the checkout, eliminating keyed sales and mis-scanned stock. Report any issues back to Department Champions.

10. Minimise stock losses caused by store damages and internal/external theft.

11. Manage the sale of Cigarettes & Alcohol according to state law.

12. Training and maintaining service standards across entire store. Each checkout to be presented clean and tidy.

13. Ensure that correct stocktake/stock adjustment process is occurring in all departments, accurate receival of goods and accurate updating of invoices to give an accurate inventory.

14. Ensure information essential for Department Champions/Duty Managers to carry out their responsibilities is communicated to them.

15. Ensure that all equipment is in working order and is properly maintained.

16. Maintain a clean, hygienic and pest-free store.

17. Ensure all controls, policies, and procedures (e.g., WH&S, Employee Handbook, Product Recall, Food Safety, Due Diligence, Handling of Payments etc) are followed.

18. Ensure all current legislative and Bernardi internal requirements and responsibilities are always adhered to by store staff and maintain adequate records. Inform and train store staff in all company procedures to comply with legal requirements.

19. Perform any special tasks as specified by the Store Manager that is in the nature of the role.