H-E-B

Texas-based supermarket chain with private ownership

Service Lead - Front End

Checkout & Customer ServicePosted on Nov 12

Part-timeNo salary listedIn-person

About the Job

Requirements

At least 1 year of retail or customer service experience is required.
Cashier experience is required.
Advanced customer service skills are required.
Planning, organization, and time-management skills are required.
Verbal and written communication and interpersonal skills are required.
Conflict resolution, influencing, and decision-making skills are required.
The ability to coach and build relationships is required.
The ability to communicate effectively with customers and Partners at all levels is required.
The ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals is required.
The ability to write routine reports and correspondence is required.
A high school diploma or equivalent is required.
Completion of required company training is required.
Candidates must be at least 18 years old.
The role requires regularly lifting or carrying 40–60 pounds and standing, walking, bending, reaching, kneeling, squatting, and reaching overhead and side to side throughout a shift.
The role requires working extended hours and sitting or standing for extended periods.

Responsibilities

Assist in leading the successful operation of the Central Checkout Department and train and coach Partners to support consistent customer service.
Serve as backup to the department manager when needed.
Provide work direction and training to other Partners.
Directly supervise department employees.
Approve financial transactions, including overrides and opening or closing suspended orders.
Manage customer traffic flow and throughput, and relay and monitor expectations related to daily performance goals.
Track and anticipate high-sales periods to ensure appropriate staffing, including lunch and break coverage.
Maintain service-related inventory such as wrap, bags, and carts as needed.
Perform the department walk to set it up when the Department Manager or Service Admin is absent; observe and assess conditions, report to the manager, and coach Partners when necessary.
Troubleshoot point-of-sale systems, coupons, self-checkout, and e-commerce technology, escalating issues to the Help Desk as needed.
Monitor front-end selling metrics and daily goals, including impulse items and WOW, and encourage effective merchandising.
Frequently perform Service Partner duties.
Coach Partners in the moment and over the long term, and monitor their performance against goals, standards, and expectations, including hospitality, IPMs, and BOB.
Facilitate and reinforce training provided by Partner Learning.
Train Partners on suggestive selling techniques to meet customer needs and build sales.
Reinforce positive behavior and address Partner concerns, escalating them as needed.
Answer customer questions about products, assist with selections, and help customers locate merchandise.
Identify and respond accurately to customer needs.
Model and coach superior customer service, address customer concerns, and serve as an escalation point to resolve issues.
Process customer transactions for goods and services.
Comply with departmental and store standard operating procedures and ensure other Partners comply.
Monitor and enforce H-E-B standards and policies, escalating issues when needed.
Maintain standards for shrink, safety, inventory control, and sanitation.

Desired Qualifications

An associate's degree is a plus.

Responsibilities

Job Summary: As a Service Lead, you'll assist in leading a successful operation of the Central Checkout Department. You'll train and coach to create a team environment where Partners work toward providing Customers consistently superior Customer Service.

Key Responsibilities & Essential Functions:

Store Lead Operations:

May serve as backup to department manager
Provides work direction and training to other Partners
Directly supervises employees in the department
Approves financial transactions (e.g., overrides, opening / closing suspended orders)
Manages traffic flow / customer throughput; relays / monitors expectations related to daily performance goals
Tracks / anticipates high-sales times to ensure proper staffing, including lunch / break times
Maintains Service-related inventory (e.g., wrap, bags, cart maintenance, etc.) as needed
Performs WGO walk to set up department in absence of Department Manager or Service Admin; observes / assesses conditions; reports to Manager and / or coaches Partners on the spot if necessary
Troubleshoots equipment / technology (e.g., POS, coupons, self-checkout, eComm); escalates to Help Desk as needed
Monitors front-end selling metrics and daily goals (e.g., impulse items, WOW); encourages effective merchandising
Performs duties of Service Partners frequently

Training / Coaching:

Coaches Partners in the moment and long-term; monitors performance related to goals, standards, and expectations (e.g., hospitality, IPMs, BOB)
Facilitates / reinforces training from Partner Learning
Trains on suggestive selling techniques to meet customer needs and build sales
Reinforces positive behavior
Addresses Partner concerns (on the spot); elevates as needed

Customer Service / Cash-Handling:

Answers customer questions regarding products and assists them with selections; helps customers locate store merchandise
Accurately identifies and responds to customer needs
Models / coaches on superior customer service; addresses customer concerns; serves as point of escalation to resolve issues
Processes customer transactions of goods and services

Compliance:

Complies with departmental and Store SOPs; ensures other Partners comply as well
Monitors / enforces H-E-B standards and polices; escalates issues if needed
Maintains standards in shrink, safety, inventory control, and sanitation

The responsibilities and essential functions outlined above describe the general nature and level of work assigned to this position. This is not an exhaustive list of all duties, responsibilities, and skills required. Duties and responsibilities may be modified at any time based on business needs. Employees may be required to perform other job-related tasks as requested by their supervisor, subject to reasonable accommodations.

Qualifications & Key Requirements:

Age Requirement:

Work Experience:

1+ years of retail / customer service experience
Cashier experience

Knowledge/Skills/Abilities:

Advanced customer service skills
Strong planning, organization, and time-management skills
Strong verbal / written communication and interpersonal skills
Conflict resolution and influencing skills
Decision-making skills
Ability to coach
Ability to build relationships
Ability to communicate with / speak effectively to customers and Partners at all levels
Ability to read and interpret documents such as safety rules, operating / maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence

Education:

High school diploma or equivalent (associate's degree a plus)

Licenses/Certifications:

Completion of required company training

Physical Demands & Working Conditions:

Function in a fast-paced, retail, office environment while performing detailed and precise tasks
Work with customers, staying attentive to their needs, yet maintaining composure in high-stress situations
Work extended hours; sit or stand for extended periods
Regularly lift / carry 40 - 60 lbs
Stand, walk, bend, reach, kneel, squat, and reach overhead and side to side throughout a shift

The work environment characteristics described here are representative of those a Partner encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Last revised: 4/1/2019

About the Company

H-E-B

Texas-based supermarket chain with private ownership

H-E-B is a Texas-based grocery retailer with multiple store formats, including upscale Central Market, budget-friendly Joe V's Smart Shop, and Hispanic-focused Mi Tienda. It runs more than 435 stores in Texas and Mexico and employs over 154,000 people. Its product offering is everyday groceries and associated services, supported by a growing digital and delivery capability (notably via the Favor Delivery acquisition). The company emphasizes long-term, family-owned thinking rather than short-term market pressures, differentiating itself through strong regional identity, a diverse store format strategy, and a focus on customer loyalty. Its goals are to expand its store footprint in Texas and Mexico while enhancing digital and delivery services to better serve local communities.

Company size: 10,001+
Company stage: Not listed
Total funding: Not listed
Headquarters: San Antonio, TX
Founded: 1905

Recently Posted Jobs

Explore more opportunities at H-E-B

See more jobs