Senior Customer Service Representative (Kingston, Jamaica) - Hi-Lo Food Stores

 The GraceKennedy Group seeks to identify an individual looking for an excellent opportunity to progress his/her career; and who possesses the vision and energy to help drive dynamic changes across the group, in the following capacity:-​

SENIOR CUSTOMER SERVICE REPRESENTATIVE - CASH OFFICE

Purpose of job

This position is responsible for ensuring customer satisfaction at the checkout point in addition to the professional handling & documentation of all monies that come in and out of retail store as per Company policy.

Principal responsibilities

• Address Customer Complaints in a timely manner & in accordance to company policy
• Training of new Customer Service Reps on start & end day cash office procedures & requirements
• Provide continuous feedback & conduct probationary/performance evaluation for direct report.
• Give feedback to Front Store Manager on performance of new Customer Service Representatives and Store Associates
• Assist in reducing waste by controlling excessive use of office supplies
• Ensure adequate cash is on hand for business day.
• Responsible for the safekeeping and proper use of Petty Cash Float.
• Answer telephones courteously and either route calls to the appropriate department/party or take written messages in accordance with established policies and procedures.
• Prepare lodgments and ensure they are done accurately and on time.
• Ensure direct reports meet the minimum requirements of law.
• Ensure proper utilization of customer feedback notebooks & forward information to Front Store Manager
• Ensure voids, price checks & discounts are handled efficiently & without delays
• Observe and adhere to Petty Cash & Vault Policy and Procedures.
• Daily monitoring of sales receipts including preparation and verification of all bank deposit amounts, change orders, less cash mounts and cash variation reports in accordance with established company policies and procedures;
• Ensure lodgment declaration is completed and submitted to the Accounts Department at the end of each day as stipulated.
• Daily monitoring of all cheques and bad debts with appropriate postings to a Part A form and notify Duty Manager in a prompt and timely fashion;
• Notify the Store General Manager promptly of any cash shortages or any other irregularities or discrepancies in the operating results of any applicable work shift;
• Conduct investigations into any cash variations exceeding amount stated in Company policy for any one individual or cashier and submit findings and recommendations to the Store General Manager or to the Accounting Department Support Services.
• Assist in coordinating audit and respond to accountants' requests.
• Conduct random audits of Store Associates’ Cash.
• Ensure Safety Rules & Regulations are observed at all times and the requisite steps are taken as per policy in the event of an accident.
• Participate in stock taking exercises.
• May be required, from time to time, to perform functions such as SCSR(front store), Floor Supervisor, Receiving Supervisor, or Reconciliation Officer as circumstances may dictate.
• Perform any other job related duties assigned from time to time.

Minimum education and experience

• Four (4) CXC/GCE including Mathematics & English or equivalent.
• At least one (1) year working experience in a supervisory capacity.
• At least three (3) years’ experience in a customer contact related capacity.
• Knowledge of basic accounting principles would be an asset.
• Proficient with Microsoft Word, Excel & Outlook.

​​Qualified applicants are invited to submit applications no later than [[May 31, 2024]] via the Careers section of SuccessFactors.

GraceKennedy upholds the principles of fairness and equity in the treatment of all our employees and stakeholders. The Company is committed to equity in all its employment practices and policies and seeks to recruit, develop and retain its employees on the basis of merit, ability and performance. As such, we are committed to ensuring equal opportunity in employment, and will not discriminate on the grounds of race, national origin, religion, gender, or otherwise.

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