Customer Service Associate

at Royal Farms - Sussex in Laurel, Delaware, United States

Job Description

Job Description

The Customer Service Associate is responsible for supporting the store leadership team by executing a variety of store-level tasks that ensure efficient, safe, and customer-focused operations. This includes food service preparation, point-of-sale transactions, housekeeping duties, and general store upkeep.

The Customer Service Associate plays a key role in delivering an exceptional experience by engaging every customer with friendliness, efficiency, and professionalism - ultimately building brand loyalty and upholding the Royal Farms standard of excellence.

Essential Functions

Customer Service & Engagement

• Ensure every customer receives outstanding service by creating a friendly environment—greet and acknowledge customers, uphold high service standards, anticipate customer needs, and demonstrate product knowledge.
• Respond promptly to customer inquiries about merchandise and assist with product selection.
• Communicate with store leadership about customer requests, vendor issues, and product damages.

Point of Sale & Transactions

• Operate the register, scan and bag items, manage various payment methods, activate fuel and gift cards, and ensure drawer balance at shift end.
• Follow all ID verification laws when selling age-restricted products such as alcohol or tobacco.
• Assist and educate customers using the assisted checkout terminals; monitor transactions to ensure accurate payment and prevention of theft.
• Support customers with purchases that require employee assistance, such as tobacco, lottery, or items kept behind the counter.
• Handle customer fuel transactions and monitor fuel court activity; stop pumps if necessary.

Food & Beverage Service

• Prepare all made-to-order food and beverages per recipe or customer specifications, ensuring accuracy, quality, and speed of service.
• Execute foodservice and beverage programs consistently, maintaining proper portioning, presentation, and product availability.
• Follow all food safety and sanitation standards, including proper handling, storage, and cleaning practices, to ensure a safe experience for customers and compliance with company and regulatory requirements.

Merchandising & Stocking

• Restock products and supplies to maintain a fully stocked store.
• Check expiration codes, face and inspect items, pull and discard expired products per company procedures.

Store Cleanliness & Safety

• Perform routine side work (cleaning, sweeping, mopping, trash removal, etc.).
• Maintain a clean and organized work area to ensure safe working conditions.
• Immediately report unsafe conditions to store leadership.

Additional Responsibilities

• Follow Royal Farms safety, security, and operational procedures as outlined in SOPs and training materials.
• Uphold the mission, core values, and brand standards of the company by ensuring all practices reflect integrity, accountability, and operational excellence.
• Performs other projects/duties as assigned.