Customer Experience Coordinator

Purpose:

As the Customer Experience Coordinator, you will be responsible for overseeing and managing the front-end operations of the store, ensuring efficient processes, excellent customer service, and seamless team coordination. You will also be tasked with supervising cashier teams, membership services, and curbside fulfillment, ensuring all touchpoints deliver consistent, high-quality customer experiences.

Key Responsibilities:

• Team Management & Training:

  • Supervise and coordinate the activities of cashiers, membership associates, and online pickup staff.

  • Develop and manage team schedules, ensuring adequate coverage at all times.

  • Conduct on-the-job training for new team members and provide ongoing development.

  • Facilitate weekly team meetings to review performance and share updates.

  • Support performance evaluations, address team conflicts, and mentor high-potential employees.

• Customer Service & Member Relations:

  • Act as the primary contact for escalated customer concerns across all service areas.

  • Ensure prompt, courteous service is delivered to customers, whether in-store or through online pickup.

  • Process membership applications, renewals, and educate customers on membership benefits. Conduct random audits of tax-exempt status approvals.

  • Organize and coordinate member appreciation events and activities.

• Operations Management:

  • Oversee cash handling, register management, and ensure the accuracy of daily financial transactions.

  • Manage inventory levels for front-end and online pickup services, coordinating with other departments as necessary.

  • Supervise online pickup fulfillment operations, ensuring order accuracy and timely pickup.

  • Resolve operational issues that may arise within front-end or online pickup areas.

• Cash Office & Financial Management:

  • Handle cash office operations, including daily bank deposits and cash reconciliations.

  • Investigate and resolve any cash discrepancies.

  • Ensure secure cash handling practices and compliance with company policies.

  • Generate and report daily financial summaries to management.

• Daily Front-End Procedures:

  • Opening: Prepare the front-end area for the day, review announcements, and brief staff.

  • During Shift: Monitor operations, adjust staffing needs, and resolve issues as they arise.

  • Closing: Oversee end-of-day procedures, reconcile cash, and secure sensitive materials.

• Safety, Security, & Compliance:

  • Enforce all safety regulations and company policies in front-end and online pickup areas.

  • Report security concerns and respond promptly to emergencies.

  • Maintain confidentiality of customer and financial information.

• Continuous Improvement:

  • Solicit feedback from customers and team members to identify areas for improvement.

  • Propose process improvements and stay informed on industry best practices to enhance operations.

  • Implement initiatives to streamline front-end services, improving efficiency and customer satisfaction.

Additional Responsibilities:

• Support store leadership by completing assigned tasks, including stocking, end-of-day zoning, and assisting other departments as needed.

• Ensure assigned tasks are completed promptly and to company standards.

• Actively participate in store-wide initiatives such as seasonal displays, loss prevention efforts, and inventory management.

Skills & Competencies:

• Leadership and team management

• Strong communication and problem-solving skills

• Ability to multitask and prioritize responsibilities

• Knowledge of cash handling and reconciliation procedures

• Customer service excellence and member relations expertise

This role is critical in ensuring a smooth, efficient front-end experience while maintaining high standards of customer service and operational excellence.

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