Assistant Department Leader (Customer Service Department)

Job Type: Location Type: Not Specified

 

Description

Hiring Now!

Tokyo Central PCH Torrance is a brand new, recently opened store. We are looking for a Customer Service Assistant Department Leader who will work closely with the Department Leader to motivate, coach, inspire, train and direct the customer service team on the best ways and approach to attend customers’ needs. The Customer Service Assistant Department Leader is responsible for ensuring cashiers are always providing customers with a pleasant shopping experience through the best possible service, based on our corporate principle of “The Customer Matters Most”. The Assistant Department Leader will assist the store management team to create a retail environment and shopping experience for our customers that evoke anticipation and excitement. The responsibilities cover all aspects of daily operations in the customer service department helping customers process returns and exchanges, responding to questions, answering the customer service phone line, directing and supervising cashiers to ensure smooth operations, cashiering at need, and special projects as assigned.

We are excited to meet you; if you bring the following to the table!

– Strong knowledge of retail store customer service and cashier operation management with hands-on experience, know-how and know-why about the tasks.
– Strong customer service knowledge in grocery retail store operations side.
-Ability to provide excellent customer service and coach associates to provide the same
-Detail oriented, accurate in accounting, and able to make efficient use of time.
– Always have a positive attitude and work well in a team environment.
-Ability to handle sensitive information, have integrity, and trustworthiness
– The Key personality and characteristics that we require our Assistant Department Leader to successfully perform: Patience, Even Temperedness, Humbleness, Good Listening Skills, Observant, Perceptive, Supportive, Decisive, Flexible, Analytical, Consistent, Proactive, and to be an excellent Coach by encouraging others to do their best.

Essential Duties and Responsibilities (Other duties may be assigned):

Customer Service:

• Ensure all the employees greet and interact with customers in a courteous and professional manner
• Interacting with customers and handling customer queries and complaints in a timely manner
• Helps solve problems that affect the store’s efficiency, service and productivity
• Always ensuring the satisfaction of customers
• Correctly and smoothly assists customers with exchanges or returns
• Informs customers of all services and specials we can provide them
• Support customers to checkout smoothly with registers/Self Checkout
• Help prevent customers making long lines at the register and encourage them to use Self Checkout
• Process online orders
• Placing customer service department’s daily/weekly supply orders under the store manager’s direction.
• Ensures that all customers are taken care of by assisting them in finding products around the store
• Ensures that employees are constantly trained on Customer Service practices
• Ensures that all employees are trained according to the company philosophy, “The Customer Matters Most”

Personnel Management:

• Overseeing the daily operations of the customer service department
• Conducts Associates to assigned cash registers and oversees their cash management.
• Help support Department Leader for the selection, training, coaching and development of effective staff for the Customer Service Department
• Exhibits excellent Customer Service skills at all times
• Oversees staff accomplishing department goals
• Assists store associates with guidance, assistance and information
• Plan, communicate, and monitor employee work schedules, and ensure team members work efficiently and take rests and meal breaks properly.
• Ensures that all customer service associates are customer focused and are demonstrating excellent customer service at all times
• Support Department Leader to perform Corrective Actions as needed following established policies
• Creates Incident Reports for customers and employees, as needed
• Help customer service team members to reach their goals
• Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
• Provides customer service support to the Store Manager and Assistant Manager, including proactively providing suggestions for store sales strategy improvement
• Able to take the initiative to promote store promotions or events.
• Maintains good communication with store management, associates and suppliers/vendors
• Follows the employee handbook at all times, especially on service standards and appearance.

Requirements

Requirements
• Associate degree from a two-year College is preferred, but not required
• Minimum of 2 years’ experience as a hands-on, in-store customer service supervisor in a middle to large scale high-end market. Current Tokyo Central Customer Service department leader/assistant department leader are welcome to apply.
• A minimum of 3 to 5 years of work experience in a retail or grocery chain establishment also preferred
• Must have previous supervisory experience (2+ years preferred)
• Must be punctual and reliable.
• Able to deliver friendly, courteous, prompt customer service
• Strong knowledge of retail store customer service practices and industry standards.
• Must be able to respond quickly and in a friendly manner to customer inquiries and complaints
• Outstandingly good interpersonal skills and communication skills.
• Ability to deescalate situations at need
• Able to use Microsoft tools including excel, outlook, word, and others to completed the reports or other signed tasks.
• Able to read, write, and do simple math problems
• Basic computer skills required
• Ability to effectively communicate and respond to questions from the general public and management
• Ability to interact with all levels of management
• Strong operational skills with focus on great time management
• Knowledge of Japanese food and products or the ability to learn