JOB DESCRIPTION
TITLE:
TEAM:
DEPARTMENT:
PAY LEVEL:
STATUS:
SUPERVISOR:
REPORTS TO:
SUPERVISES:
Front Office Assistant
Administration
Front Office
V
Non-Exempt
Front Office Manager
Store Manager
none
LAST UPDATED:
8/25/2015
JOB SUMMARY: To effectively and accurately operate all Front Office systems, providing superior
customer service with bill pay, event ticket sales, customer service, and Front End support; to manage
the Front Office in the absence of the Front Office Manager.
ESSENTIAL FUNCTIONS:
 Greet customers cheerfully and professionally at the Front Office window and Front End.
 Accurately and efficiently complete transactions including bill pay, event ticket sales, returned
check payments, and stamps.
 Be thoroughly aware of all Customer Service policies and procedures.
 Adhere to all local, state and federal health and civil code regulations.
 Assist Front End operations as directed, including operating a register, bagging groceries,
stocking merchandise, getting change for Cashiers, cleaning and maintenance of office and
Front End, and other duties as assigned.
 Collect money in the form of cash or checks and tender accurate change in accordance with
Wildberries policies and procedures.
 Process all types of sales transactions including, but not limited to, credit cards, debit cards, EBT,
gift cards, etc.
 Answer phone calls, direct to appropriate personnel.
 Coordinate supply and document requisition for Front Office with Store Management.
 Receive Resumes, event postings, and mail, per procedures.
 Assist Brinks to ensure secure transfer of funds per procedures.
 Assist operation of Lost and Found system.
 Assist with donation and gift card contact and dispersal.
 Assist customer service inquiries and/or direct to appropriate personnel.
 Maintain a clean, organized and serviceable work space.
 Assist with Front End and On-Call roster.
Page 1 of 4

Other duties as assigned.
MANAGER ON DUTY (Primary or Secondary)
Act as Manager on Duty (MOD) when scheduled and requested. Duties include, but are not limited to
the store-wide responsibilities and authorities below.

Personnel & Staffing Manages, documents personnel incidents. Takes phone calls from TMs
that are late or calling out, then takes appropriate action to address store need. Approves
schedule changes. Approves overtime requests.

Policy Adherence Engages with Team Members as necessary to ensure compliance with
Wildberries policies and procedures. Responds to ‘TimeClock’ pages. Records incidents and
policy violations, evaluating whether to observe/report vs. take immediate action. Knows
employment handbook and department procedure manuals through and through!

Safety / Emergency Response Ensures store and staff security. Responds to emergencies –
Power Outage, Theft, Robbery. Responds to TM/Customer illness/injury. Completes Incident
Report & Investigation Forms.

Plant Operations Maintains store cleanliness. Addresses repairs. Checks temperatures.
Completes opening/closing reports. Responds to IT issues. Acts as back up for Receiver.

Customer satisfaction Resolve customer concerns/complaints. “Make ‘em happy!” Backs up
Front Office. Initiates refunds. Passes along customer feedback.
When acting as Primary Manager on Duty, MOD owns the ultimate authority to make critical decisions
or call the off-site Store Manager or General Manager for immediate instruction. When acting as
Secondary Manager on Duty, MOD manages lower level operations and consults with in-store Store
Manager or General Manager for higher-level decisions.
Safety and Sanitation:
 Maintains neat professional appearance and observes personal cleanliness at all times.
 Adheres to state and local health and safety regulations.
 Practices proper lifting techniques and personal safety precautions.
 Maintains a clean, organized work area at all times.
 Maintains complete knowledge of correct maintenance and use of equipment; use equipment
and tools only as intended, properly and safely.
 Watches store floor at all times for potential hazards (spills, debris, fallen items) and takes
action as necessary or informs store MOD.
 As applicable, practices proper food handling including sanitizing of work surfaces, proper handwashing, etc.
Interpersonal
 Listens and communicates well with staff, managers, and guests.
 Accepts constructive criticism well. Provides constructive criticism in an appropriate manner.
 Works well under pressure and maintains a positive and productive energy-level.
 Shows professionalism and poise when dealing with customers and co-workers.
Page 2 of 4

Demonstrates a sense of urgency and a commitment to providing excellent product and service
to our guests.
Administrative
 Knows and understands Wildberries’ Mission Statement and practices its values daily.
 Adheres to all Wildberries policies, rules and regulations as outlined in the Wildberries manuals
and handbooks.
 Reads and remains current on all posted store information.
 Able to work Weekends and Weekdays, Nights and Mornings.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies to
perform the essential functions of this position.
•
•
•
•
•
•
•
•
•
Problem solving—the individual identifies and resolves problems in a timely manner and
gathers and analyzes information skillfully.
Interpersonal Skills—the individual maintains confidentiality, remains open to others’ ideas and
exhibits willingness to try new things.
Quality control—the individual demonstrates accuracy and thoroughness and monitors own
work to ensure quality.
Adaptability—the individual adapts to changes in the work environment, manages competing
demands and is able to deal with frequent change, delays or unexpected events.
Dependability—the individual is consistently at work and on time, follows instructions,
responds to management direction and solicits feedback to improve performance.
Safety and security—the individual actively promotes and personally observes safety and
security procedures, and uses equipment and materials properly.
Written Communication—the individual edits work for spelling and grammar, presents
numerical data effectively and is able to read and interpret written information.
Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently
and develops realistic action plans.
Oral communication—the individual speaks clearly and persuasively in positive or negative
situations, demonstrates group presentation skills and conducts meetings.
QUALIFICATIONS:
Required
 1+ years of professional, administrative experience.
 English language proficiency, both speaking and reading.
Preferred
 Passion for food!
 Excellent customer services skills.
 Ability to satisfactorily perform duties and responsibilities described above in a timely manner.
 Ability to take direction from others.
 Ability to work effectively as a Team Member.
 Ability to communicate effectively with Team Members and Managers.
Page 3 of 4
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The physical demands and work environment characteristics described here are representative of those
that must be met by a team member to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.










Administrative office environment within a fast-paced grocery store
Must be able to push, pull or lift up to 30 lbs. frequently.
Must be able to push, pull or lift up to 50 lbs. infrequently.
Occasional exposure to hot and cold temperatures and inclement weather conditions.
While performing the duties of this job, the Team Member is occasionally required to stand,
walk, climb stairs, balance, stoop, kneel, crouch, crawl and/or sit up to eight hours per day.
Use hands to finger, handle, or feel objects, tools and/or controls.
Must be able to perform functions with repetitive wrist and arm motion.
Hearing and talking sufficient enough to communicate with co-workers.
Specific vision abilities include close vision, vision sufficient enough to read, distance vision,
color vision, peripheral vision, depth perception, and the ability to adjust focus.
Independent mobility through store.
This position description does not promise or imply that the functions listed are the only duties to be
performed or that the position may not change, or be eliminated. Team Members are always expected
to follow their supervisors’ instructions and to perform the tasks requested by their supervisors. All
Team Members are employed on an “at will” basis; this means that your continued employment,
regardless of your employment status, or the amount of time served is at the will of Wildberries
Marketplace.
Page 4 of 4