DUTIES AND RESPONSIBILITIES Customer Service & Front End Experience Champion corporate and division customer service programs to meet or exceed customer service goals. Respond to incoming calls professionally and resolve customer complaints, escalating to the Store Director when appropriate. Supervise and ensure fast, friendly, and accurate service throughout the entire Front End. Serve as an overflow cashier when needed to maintain service levels. Front End Operations & Oversight Direct and supervise all front end operations, ensuring efficient customer traffic flow and adequate lane coverage. Monitor and maintain cleanliness and appearance of the Front End sales floor, restrooms, entryway, and parking lot. Ensure proper function and accuracy of the Point of Sale (POS) system. Maintain the fresh, full appearance of checkstand merchandisers and ensure proper signage. Ensure all front end equipment is operational and take corrective action when needed. Implement emergency procedures in the event of equipment or computer malfunctions. Staff Scheduling, Training & Supervision Manage and schedule duties for Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks. Create department schedules based on customer needs using scheduling software; post schedules timely and communicate changes. Oversee training of all front end employees in coordination with the Administrative Coordinator. Interview and recommend hires for Front End Clerks and Courtesy Clerks; recommend corrective actions as needed. Attend required training sessions and sales meetings. Maintain confidentiality regarding employee issues, store sales, and company information. Cash Management & Financial Controls Manage departmental budgets and financial objectives including service scores, sales, labor, bag expense, cash shortages/overages, and check expense projections. Handle cash flow processes including deposits, armored car service, safe transactions, tills, cash pickups, and approval of checks and refunds. Ensure all front end paperwork and forms are completed accurately and promptly. Partner with the Administrative Coordinator and Service Supervisor to resolve issues such as cash variances, voids, refunds, and Time Clock Policy violations. Work with the Scan/FMC team to resolve scanning file issues. Partner with Division Loss Prevention and Administrative Coordinator to resolve cash shrink and other shrink-related issues. Oversee ordering and balancing of money orders, lottery, gift cards, postage, bus passes, money transfers, and other commission items (where applicable). Review refund, void, and override reports to control improper activity. Compliance, Policies & Procedures Ensure strict compliance with Company policies, including: Cash handling Employee purchase rules Alcohol and tobacco restrictions Coupon and gift card procedures Scan accuracy Scheduling of minors WIC, returns, and product policies Sanitation and safety standards Security practices Grooming and dress code Maintain accurate department records in compliance with Company and legal requirements. Ensure compliance with all safety rules and maintain a safe working environment. Community & Program Support Coordinate and implement Front End programs such as Community Relations promotions to support Division goals. Support storewide initiatives through positive communication with customers, vendors, and company personnel.