Customer Experience Team Leader

Job Summary

Supports upper management to lead front-end operations and staff to promote high level of engagement and customer satisfaction. Proactively addresses issues and concerns through effective communication, adherence to Company policies, and thorough training of front end partners. Works with upper management to ensure adequate staffing, a clean and safe store environment, and expedient check out services for a pleasant customer experience.

Essential Duties and Responsibilities

• Works in conjunction with upper management to train and develop partners; plan, assign, and direct work; and address complaints and resolve problems.
• Provides friendly and customer service-oriented attitude by greeting customers, answering questions, and responding to customer complaints. Addresses front end procedural issues brought to attention by cashiers and courtesy/utility clerks. Displays exemplary customer service, acts as a role model for partners, and enforces customer service standards.
• Ensures accuracy of front end procedures and proper execution of all compliance measures.
• Supports the training of front end staff on policies and procedures related to customer service, product codes, cash handling/tender procedures, use of scanners and bagging protocol. Monitors and evaluates performance through observation and written or on-the-job testing.
• Frequently required to open/close store. Ensures the store is presentable for the customer shopping experience; makes certain adequate staff is available; ensures safety, responsiveness, and fiscal management of cash and monetary assets.
• Follows proper shrink management by following guidelines, identifies risks, and implements proper controls.
• Maintains clean, safe, and sanitary working and shopping environment by adhering to Company safety procedures.
• Follows Company regulations and food safety standards for freshness, safety, refrigeration, and sanitation are met within front end of store operations.

Knowledge, Skills and Abilities

• Intermediate knowledge of store operations required.
• Intermediate understanding of Company checkout policies and procedures.
• Intermediate knowledge and compliance of state laws regarding the sale of alcohol, tobacco, and lottery, as applicable.
• Intermediate knowledge of anti-money laundering and other government regulations relating to monetary transactions.
• Intermediate knowledge of cash register.
• Intermediate knowledge of on-site fuel station procedures, if applicable.
• Basic knowledge of SAP for reporting purposes.
• Basic mathematical skills.
• Strong organizational and time management skills.
• Ability to effectively communicate  with customers and partners.
• Ability to remain professional and courteous with customers at all times.
• Ability to lead and motivate others.
• Ability to carry out short-term strategic objectives aligned with Company initiatives.
• Ability to prepare reports and business correspondence.
• Must be detail-oriented.
• Ability to learn new processes and transfer knowledge to others.
• Ability to multi-task and work in a fast-paced environment.
• Ability to work safely with sharp objects and hand tools such as knives, box cutters, etc.
• Ability to maintain high levels of confidentiality regarding sensitive information.
• Ability to work flexible schedules including nights, weekends and holidays.

Education, Experience, and Qualifications

• Minimum 18 years of age required.
• Partners must be 21 years of age or older to drive for Company business in accordance with the BGC Business Driver Policy.
• High school Diploma or GED and two or more years of related experience; or an equivalent combination of experience and/or higher education required.
• Health Insurance Portability and Accountability Act (HIPAA) certification required.
• TABC/LACT certification required where applicable.
• Manager Food Safety certification required.
• AML certification required.
• Fuel Operator C Training required where applicable.

Physical Demands

• Continuously required to use close vision, distance vision, depth perception or the ability to focus.
• Continuously required to stand or walk.
• Continuously required to talk and hear.
• Frequently required to use hands for reaching, touching or handling.
• Frequently required to use fine finger movements (ex. sorting and typing).
• Frequently required to bend, kneel or squat.
• Frequently required to push, pull, maneuver or lift objects up to 40 lbs.
• Occasionally required to push, pull, maneuver or lift objects up to 75 lbs.
• Attendance at work is required.

Work Context and Environment

• Work is generally performed in a retail store.
• Occasionally exposed to outside temperatures and weather.
• Occasionally exposed to extreme cold conditions (non-weather).
• Occasionally exposed to wet, slippery or damp conditions.
• Occasionally exposed to heights.
• Occasionally exposed to cleaning agents.
• Quiet to moderate noise level.