Hubmart Stores Limited is an indiginous shopping chain offering multi-format stores in various locations in Nigeria

POSITION : Customer Service and Checkout Manager

Description

• Ensure strict compliance with work ethics and standard operating procedures for customer engagement to ensure no an enjoyable customers’ end of shopping experience.
• Ensure the Maintenance of integrity at all levels of work engagement both with colleagues and customer.
• Champions Company and Department’s customer service and ensures that all customers receive fast, friendly, accurate checkout service by passionately implementing the spirit of customer service as a code of conduct in the department.
• Responsible for leading the successful operation of the Checkout department. The CM is responsible for creating a team environment throughout Checkout department where cashiers are trained and developed to ensuring Customers receive consistently superior Customer Service.

Team Management and Supervision:

• Crosschecking and approving cashiers’ planning for weekends, public holiday and other important days.
• Ensure communication of all strategic information as passed by management to the team members promptly and accurately.
• Hold regular briefings with team so as to orientate on new trends, discuss periodic targets and mandates and get feedbacks on work related issues from team.
• Ensure the enforcement of discipline in the checkout area by all team members.
• Coordinate the training and evaluation of new cashiers.
• Ensuring the early/timely resumption of team before the start of their shift.
• Approve and communicate the various roasters to team.
• Ensure the adherence of all the cashiers to the various roasters - shift roaster; off-duty roaster, leave roaster etc., maintained by the department.
• Conducting periodical checks on the cashiers logged in all checkout stations to ensure the proper processing of all transactions by the cashiers in line with the laid down guidelines for same.
• Ensuring proper documentation of the cashiers’ transactions on the billing system to avoid any sharp practices and log off the cashiers at the close of their shift or for urgent purpose for excuse.
• Ensure the cashiers secure all the items in their checkout station before logging them out when there is need to leave before their closing time.
• Ensure the cashiers evacuate all their bills, coupons, tenders, tenders and their credits before logging them out at the end of their shift.
• Confirm and correct issues of mistake, errors and malfunctions resulting from cashiers’ transactions while verifying the nature of the issue either as a deliberate or mistaken action of the cashier.

Team performance management:

• To assess and process all cases of complaint presented by customers and where necessary process returns.
• Ensure minimum cases of sales returns, void transaction, zero value, minimum value bills.
• Help analyse cash shortage statements at regular intervals.
• Have thorough & complete knowledge of clearing work stations with password protection.
• Ensure prompt evacuation of shopping Baskets and Trolleys, and return to the customer entrance.
• Checkout stations management.
• Ensure planning, stocking and maintaining the availability of consumables at all the Checkout stations.
• Ensure the continuous stocking and availability of consumables such as shopping bags; thermal printing roll; POS printer roll etc.
• Ensure the availability of lower monetary denominations (change) to all the cashiers properly checked in at all checkout stations and the documentation for same.
• Ensure the even distribution of cashiers on the checkout stations for easy asses by customers from all points.
• Ensure even distribution of customers along the functioning billing stations by controlling/directing the traffic at the checkout area.
• To file periodically reports on all checkout related issues such as; sales return slips from the cashiers; void transactions; code related issues; customer complaint issues etc. and forward same to appropriate superiors.
• Ensure regular return of leftovers/customer unpurchased items back to the shelves/original department and no leftover or customer unpurchased items at the checkout area at closing time.
• Ensure gift vouchers/coupons/credit customers entered in system in right account.

Customer Service:

• Assist customers on information/location of items and address customer questions and complaints.
• Assist in promoting new store products and Assists sales associates in closing sales.
• Customer queries are recorded, followed up and resolved
• Customer exchanges, returns, refunds are handled quickly and efficiently.
• Ensure always that customers are welcomed by self and team.
• Ensure that self and team always carry smile when dealing with customer.
• Ensure that team members always excuse themselves whenever there is need to leave their checkout station before ending the service session with a customer.
• Exchanging pleasantries and chatting customer up to ease the tension of waiting by a customer for his/her turn.
• Addresses customer questions and complaints.

Others:

• Discuss issues noticed during spot checks on checkouts stations and cashier conduct.
• Coordinate end of day procedure with team.
• Coordinate with team on Log in/log out of the cashiers with team.
• Ensure checkouts are closed, cashed up and end of day system is run in a staggered method so as to ensure no disruption to customer’s end of shopping experience.
• Ensure staff scheduling is planned so as to meet customer requirements at all times.
• Maintain a record of all customer queries, follow up and ensure all cases are resolved.
• Answers store phone and provides information or transfers callers accordingly.
• Ensure all cashiers are aware of promotional products, prices, location and duration.
• Assist to ensure that all checkout cash shortages are tracked and investigated.
• Coach team to be passionate and knowledgeable about the products in the store, showing them how to enjoy interacting with customers by role modelling great service.
• Analyze customer feedback and trading patterns in order to be able to pre-empt customer needs thereby driving sales and creating a great atmosphere.
• Being knowledgeable around the customer shopping patterns to enable the department to provide the checkout offer of their choice.
• Verify and approve refunds and returns processed by team.
• Refer customers to sales associates as necessary.
• Treat and Report to Store Manager complaints and problems, and refers customers to manager when needed.
• Assist in Promoting new store products.
• Cross-examine and test newly trained/inducted cashiers.
• Answers store phone and provides information or transfers callers accordingly.
• Takes note of suspicious behavior of customers or employees and reports this to managers as needed.
• Ensure sufficient staffing according to analysed sales trends and customer needs.
• Regular briefing with team to communicate new trends and management information.
• Conduct periodical customer service training, product knowledge.
• Ensure that all cashiers are aware of promotions, products, prices, location and duration.
• Discus daily reports on tills and cashier conduct and points for corrections.
• Supervise/conduct periodic and varied spot checks on cashier’s money.

Qualification

• First Degree (HND, B.A., B.Sc., B.Eng. or its equivalent), while additional qualifications (MBA, MSC, MA, ML) and/or membership of professional bodies an added advantage.
• 5 - 6  years of cognate experience.

Relevant Skills:

• An ability to work well under pressure
• Organizational and planning skills to develop customer service policies
• Good personal presentation, especially when working with customers face-to-face
• A commitment to improve your own customer service skills on an ongoing basis.
• Stern, Disciplined, assertive and Firm
• Communication skills that allow you to inform, help and advice customers clearly and to liaise Effectively with other professionals
• Listening skills, to understand exactly what customers require
• Problem-solving skills
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• Motivational skills and an ability to supervise and lead a team of customer service assistants
• Creative thinking, to be able to come up with new ideas to improve customer service standards