The Role
Manages grocery store front-end operations, including customer service, checkout accuracy, cash handling, register audits, deposits, lottery inventory, scheduling coverage, complaint resolution, and associate training. Supports opening and closing procedures, promotional events, reporting, and safety and sanitation standards while maintaining a clean, efficient, customer-focused environment.
Summary Generated by Built In
Job Description
The Front-End Manager will be responsible for modeling and promoting Hansen’s IGA Market culture by consistently providing “best in class” service to our guests. The main responsibility of the Front-End Manager is to maintain the operations of the front end, including daily task management and resolving customer complaints. The Front-End Manager must demonstrate accountability, accuracy and ability to delegate tasks to the team.
Duties & Responsibilities
- Serve customers while modeling Hansen’s IGA Market culture and providing “best in class” customer service, which includes, greeting, engaging, delighting and thanking every guest for their business
- Provide consistent, timely and friendly customer service when answering questions, making suggestions and resolving complaints
- Assist with opening and closing duties including, but not limited to, unlocking registers, balancing safe, reviewing daily schedule, settling drawers, and completing cleaning lists
- Complete lane audits by reviewing register balances to make sure all transactions are entered and accurate; investigate any discrepancies as they arise
- Monitor monetary needs including, but not limited to, placing daily change orders, bank deposits and petty cash
- Review lottery ticket stock to confirm accurate inventory count; investigate any discrepancies as they arise
- Scheduling break/mealtimes to ensure coverage throughout the day
- Assist with accurately and efficiently checking out customer orders
- Assist with maintaining Customer Service reports including, but not limited to, accounting logs, change order request, special request items, delivery logs, customer concerns and lost and found
- Assist with store promotional sales events as needed
- Assist with the training and mentoring of new associates at the Customer Service Desk
- Maintain a clean and safe work environment by adhering to safety/sanitation regulations and procedures
- Assist with all other Customer Service duties as needed
Required Qualifications
- Must be a minimum of 18 years of age due to handling wine and spirits
- Prior experience in customer service, cash handling and leadership experience is required
- Ability to provide clear direction and delegate responsibilities to a team
- Ability to quickly adapt to changing conditions, priorities and circumstances
- Ability to maintain composure, meet deadlines and work effectively under pressure
- Ability to work effectively in a fast-paced environment
- Excellent communication, organizational and planning skills
- Ability to make independent decisions regarding department needs and priorities
- Strong verbal and written communication skills
- Strong sense of urgency, time management, prioritization and multitasking skills
- Strong computer skills, working knowledge in Microsoft Office product suite
- Excellent attention to detail
- Excellent problem-solving and conflict resolution skills
- Exceptional customer service skills
- Ability to accommodate a fluctuating schedule, including evening, weekend and holiday shifts
- Ability to stand, walk, lift, bend, push/pull for extended periods of time
- Ability to lift to 50 pounds
Skills Required
- Must be at least 18 years old due to handling wine and spirits
- Prior customer service experience
- Prior cash handling experience
- Prior leadership experience
- Ability to provide clear direction and delegate responsibilities to a team
- Ability to adapt quickly to changing conditions, priorities, and circumstances
- Ability to maintain composure, meet deadlines, and work effectively under pressure
- Ability to work effectively in a fast-paced environment
- Excellent communication, organizational, and planning skills
- Ability to make independent decisions regarding department needs and priorities
- Strong verbal and written communication skills
- Strong urgency, time management, prioritization, and multitasking skills
- Strong computer skills and working knowledge of Microsoft Office
- Excellent attention to detail
- Excellent problem-solving and conflict-resolution skills
- Exceptional customer service skills
- Availability for fluctuating schedules, including evenings, weekends, and holidays
- Ability to stand, walk, lift, bend, and push or pull for extended periods
- Ability to lift up to 50 pounds
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The Company
What We Do
Hansen's IGA Market is a family-owned supermarket chain operating 16 stores across Wisconsin. Founded in 1968 in Bangor, the company is dedicated to a tradition of quality, service, and value, with a commitment to promoting family, community, health, and wellness in the local neighborhoods it serves.
