Front End Associate

Position summary

Customer service

• Greet, assist, and thank customers; provide prompt, courteous service and relevant product or service information.
• Respond to inquiries, direct customers to appropriate assistance, and escalate unresolved concerns.

POS and transactions

• Operate the POS system and verify merchandise, product numbers, quantities, descriptions, and prices.
• Process cash, debit, credit, gift card, coupon, and other approved payments.
• Process discounts, price adjustments, overrides, and promotions according to procedures and authorization requirements.
• Verify transactions and follow procedures for suspended, cancelled, voided, and unusual transactions.

Cash handling and service desk

• Handle payment methods securely; manage cash drawers, counts, and till balancing when assigned.
• Protect customer payment information and maintain confidentiality.
• When assigned, process returns, exchanges, refunds, pickups, and special orders; verify requirements and document transactions.

Front-end operations and loss prevention

• Keep checkout and customer-service areas clean, organized, and safe; replenish required supplies.
• Support orderly lineups and efficient checkout, and assist coworkers during busy periods.
• Follow security procedures for high-value, locked, and tagged items; report suspicious activity and transaction discrepancies.
• Do not physically confront or pursue suspected shoplifters; follow security and escalation procedures.

Health and safety

• Maintain clear and safe checkout areas, entrances, exits, and walkways; use safe lifting and repetitive-motion practices.
• Report hazards, injuries, incidents, and near misses, and participate in required health and safety training.

Required skills and competencies

• Strong customer service, interpersonal, verbal and written communication, teamwork, cooperation, and organizational skills.
• Ability to work accurately and efficiently in a fast-paced environment, with basic mathematical and numerical skills.
• Ability to operate POS systems and related retail technology, maintain transaction accuracy, and follow procedures.
• Ability to handle difficult customer situations calmly and professionally, prioritize customer needs, and adapt to new procedures and technology.
• Dependability, punctuality, accountability, and attention to detail.

Physical requirements and hazards

• Work involves prolonged standing, occasional walking, repetitive scanning and reaching, bending, and lifting merchandise of varying sizes and weights.
• Potential hazards include slips, trips, falls, repetitive movements, prolonged standing, heavy or bulky merchandise, and customer-related conflicts.

Policies and performance