Front End & Customer Service Lead

Job Summary:

The Front End / Customer Service Lead is the "Captain of the First Impression." You are responsible for the daily execution of checkout operations, cash management, and the overall shopping atmosphere. In this role, you ensure that every customer interaction is positive, efficient, and professional while maintaining the highest standards of financial accuracy. While the Store Manager oversees the overall business strategy, the Front-End Lead is the "owner" of the lobby, ensuring lines are short, the storefront is clean, and the service team is motivated and productive.

Essential Functions

1. Checkout & Service Operations

• Transaction Oversight: Monitor the checkout area to ensure speed of service; open additional registers or assist with "line busting" using handhelds during peak hours.

• Customer Resolution: Act as the first point of contact for complex customer inquiries, returns, or transaction disputes, resolving issues with a focus on "making it right."

• Supply Management: Ensure all front-end stations are fully stocked with bags, receipt paper, and cleaning supplies.

2. Cash & Compliance Management

• Cash Handling: Oversee shift-start drawer assignments, mid-shift drops, and end-of-day reconciliations. Ensure the "office" and safe procedures are followed strictly.

• Age-Restricted Sales: Monitor and enforce strict compliance with Maryland laws regarding the sale of tobacco, lottery, and restricted over the counter medications. Conduct regular "spot checks" on ID verification.

• Lottery Operations: Manage lottery terminal inventory, ticket restocking, and daily payouts, ensuring total accuracy in reporting.

• Money Services Compliance: Oversee Western Union money order/transfer operations, ensuring all transactions adhere to federal Anti-Money Laundering (AML) regulations and company reporting standards.

3. Front End Presentation & Safety

• Lobby Standards: Maintain the "curb appeal" of the store—ensuring the entrance, vestibule, and parking lot are free of debris and carts are organized.

• Merchandising: Oversee the stocking and "facing" of front-end impulse items (candy, batteries, snacks) and ensure "Quick Pick" displays are enticing and priced correctly. Assist with ordering and inventory related to front end merchandise.

• Sanitation: Ensure the checkout counters and high-touch areas are sanitized regularly throughout the shift.

4. Team Leadership

• Training: Assist in the onboarding of new Cashiers/Service Associates, focusing on POS proficiency, bagging techniques, and customer service soft skills.

• Communication: Bridge the gap between the floor and management by relaying customer feedback and operational issues to the Store Manager.