Customer Service Lead

Company Overview:

Food Lion has been serving communities since 1957 by providing a convenient, fresh, and affordable shopping experience. With over 82,000 associates serving 10 million customers each week across the Southeastern and Mid-Atlantic states, Food Lion is committed to customer satisfaction, teamwork, and respect. As a Customer Service Leader – Office Assistant, you will support our mission by ensuring excellent service and standards at the Front End.

Role and Responsibilities:

As a Customer Service Lead, you will provide fast, easy, flexible, and friendly service to customers while supporting the Customer Service Manager in maintaining operational standards. You will ensure customer needs are met promptly and accurately, contribute to sales growth, and assist in maintaining Front End standards.

• Smile and provide prompt, accurate, and friendly service while engaging customers to create a positive shopping experience.
• Greet each customer and use their name whenever possible.
• Unload customer groceries for ease of bagging and group items appropriately.
• Check bottom of carts and baby seats for items before completing orders.
• Follow proper bagging procedures for efficient use of bags.
• Scan orders and handle payments per standard practice.
• Follow procedures for handling cash, checks, coupons, gift cards, partner cards, food stamps, and WIC vouchers.
• Perform refunds, error corrections, and overrides according to procedures.
• Maintain accurate cash control at all times.
• Identify customers needing assistance and offer to carry orders to their car.
• Remain alert and request assistance when necessary to meet service standards.
• Check prices quickly and accurately.
• Retrieve shopping carts from parking lots and corrals using the safety tether strap.
• Keep workstation and front end areas neat, organized, and clean.
• Report any register malfunctions or front end issues to the Customer Service Manager or MOD.
• Maintain MVP Kiosk supplies and ensure functionality.
• Observe and correct unsafe conditions; report accidents to the Manager on Duty as required.
• Follow company guidelines, policies, and standard practices.
• Wear the Food Lion uniform with name badge, maintaining a neat, professional appearance.
• Notify QA regarding cleaning or maintenance concerns.
• Complete required Computer Based Training (CBT) and training aid courses successfully.
• Move empty bottles and containers from the front end to the back room where applicable.
• Perform all other duties as assigned.

Required Skills and Experience:

• High school graduate or equivalent preferred.
• Effective communication and customer service skills.
• Ability and willingness to learn multiple tasks and technical job requirements.
• Ability to perform the duties of cashier and service center roles.
• Must meet minimum age requirements for job functions.
• Ability to meet the physical requirements of the position, with or without reasonable accommodations.

Physical Requirements:

• Ability to use computers and communication systems required to perform job functions.
• Perform repetitive hand and arm motions.
• Bend and lift products up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. occasionally.
• Push or pull up to 75 lbs. on occasion.
• Stand 100% of the time while frequently walking short distances.
• Handle various substances related to cleaning, packaging, fresh fruits/vegetables, plants/flowers, and household cleaners.
• Use hands to handle currency (paper and coin) and operate equipment such as registers, scanners, lottery machines, computers, and calculators.
• Frequently reach and grasp at waist level; occasionally above shoulder or below waist.
• Meet productivity standards set for the position.
• Tolerate working in hot or cold environments for up to 20 minutes at a time.
• Maintain sufficient visual ability to check IDs, invoices, checks, and other written documents.

Compensation and Benefits:

This position offers competitive pay and benefits. Food Lion provides equal employment opportunities to all associates and applicants regardless of protected characteristics. Available benefits may include:

• Healthcare plans
• Retirement savings programs
• Paid time off
• Ongoing training and career development opportunities

About Food Lion:

Since 1957, Food Lion has been committed to delivering fresh, affordable groceries with exceptional service. Our core values focus on respect, teamwork, diversity, and growth, providing associates with opportunities to develop and thrive. At Food Lion, you will join a supportive culture where your contributions matter and your career can grow alongside the communities we serve.