This is a full time position. Primary responsibility is to Take Excellent Care Of Our Customers by satisfying each customer’s needs, exceeding their expectations, and making every shopping visit a pleasant and satisfying experience. Responsible for providing customer service and assisting the Pharmacists in filling prescriptions, entering information into computer, ordering and receiving product, checking in orders, stocking, record keeping, answering telephone calls, and maintaining the overall conditions of the Pharmacy Department as defined in the Pharmacy Reference Manual. This requires accurately and efficiently operating the cash register, providing various services at the Pharmacy service counter, and maintaining security and control of all funds in the cash register. Customers are among Harris Teeter’s most valuable assets. Every associate represents Harris Teeter to our customers and the public. The way associates perform their jobs presents an image of the entire Company. Customers judge Harris Teeter by how they are treated each time they have contact with an associate. Therefore, one of the top business priorities is to assist any customer or potential customer. Nothing is more important than being courteous, friendly, helpful, and prompt in the attention given to customers.Harris Teeter will provide training to all associates who have extensive customer contact. If a customer wishes to make a specific comment or complaint that you cannot resolve, you are required to direct that person to the department manager or manager-on-duty for appropriate action. Remember that all contacts with the public in person, over the telephone, and through any communication reflect not only on an individual associate but on Harris Teeter as a whole. Positive customer relations will not only enhance the public's image of Harris Teeter, but also pay off in greater customer loyalty and increased sales and profit.ESSENTIAL FUNCTIONS AND RESPONSIBILITIES include the following. Other duties may be assigned.CUSTOMER SERVICE
Reflect an appropriate business image to customers and visitors. How you dress, your grooming and personal cleanliness standards all contribute to that image and also to the morale of your fellow associates. During business hours or whenever representing Harris Teeter, you are expected to present a clean, neat, and tasteful appearance. You are required to always dress and groom yourself according to our Company policy that reflects accepted conservative norms. Be reliable and punctual by reporting for work on time and as scheduled. When you are absent or late, it places a burden on other associates and can impact productivity and service. In the rare instances when you cannot avoid being late or are unable to work as scheduled, notify your supervisor or Manager-on-duty two (2) hours in advance of your scheduled start time so that appropriate arrangements can be made.Greet customers, receive prescriptions, and record all patient information as required to fill the prescription and comply with all State and Federal regulations, including address, phone number, drug allergies, disease states, whether the patient wishes to receive prescription counseling from the Pharmacist, and whether or not the patient wishes to receive a money saving generic, [when available]. Obtain all information necessary to fill Third Party prescriptions, such as Cardholder and Dependent Identification numbers, Insurance Carrier, birthdates, expiration dates, copays and patient signatures.Assist in entering patient, drug, and prescription data into the computer. Assist in obtaining and returning medications to and from the pharmacy shelves. Assist in counting, pouring, measuring and packaging of medication for dispensing to the patient.Assist in answering phone, bagging of prescriptions and handling customer transactions.Assist in receiving, verifying, pricing, and stocking of pharmaceutical and other products ordered by the pharmacy. Assist in maintaining a clean, neat department including work counter, shelves, floors, windows, and customer service area to present a professional, sanitary and organized image to customers.Assist in ordering, stocking and retrieving prescription containers and other supplies as required by the pharmacy. Assist in filing of prescriptions, reports, invoices and other documents as required by the pharmacy.Operate cash register and provide customer service in an accurate and efficient manner. Identify various types of produce and operate register scales (if applicable). Perform register maintenance duties. Maintain security and good cash control. Monitor customer service area security. Answer incoming calls and directs callers to appropriate personnel by performing the following duties: Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel or department; Takes and delivers messages when appropriate personnel are unavailable; Answers questions about organization and provides callers with address, directions, and other information.Answer telephones by saying “Harris Teeter Pharmacy [store name], this is [name], may I help you?” and provide requested information in a polite and professional manner. Respond back to people on “hold” in a timely manner.Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel. Perform daily customer service related functions, i.e. voids, refunds, exchanges, check cashing, postage, money orders, UPS service, copy service, etc. Complete paperwork accurately and maintain proper records. Perform price checks when requested.Inform office associates of monetary and supply needs in the pharmacy area.Communicate in English with customers and fellow associates regarding requests, current sales promotions, marketing campaigns, and essential products. Inform management of the lack of advertised items, incorrect prices, missing signs, departmental changes, and/or other situations as appropriate. Comply with state and local ABC and tobacco laws and ensure strict enforcement.Carefully bag groceries efficiently following Company procedures. Cheerfully bag groceries however the customer requests. Carefully place order in shopping cart. Be knowledgeable of and perform fixed activities when business is light. (i.e. sweeping, cleaning, blocking, straightening, etc.)Understand the overall Pharmacy Department operation. Adapt to various situations and adjust to shifting priorities. Be flexible and able to perform multiple tasks without showing signs of stress or irritability.Balance taking direction with taking initiative and demonstrate the flexibility required to accomplish the duties of the entire shift. Provide assistance to fellow associates to complete their daily tasks and other duties as assigned. Keep Our Stores Clean. Comply with Health Department requirements and follow Harris Teeter sanitation procedures. Keep counters and register area clean at all times, garbage emptied, displays well merchandised and neat, etc.Follow all safety regulations and help keep the store free of dangerous situations. Immediately inform store management of all accidents and/or safety hazards. Record accidents and safety hazards in the designated log. Ensure that chemicals are handled, mixed, and applied according to directions and in compliance to the Hazard Communication Program Manual.Establish a working and shopping environment of trust, respect, and integrity.Maintain professional behavior per Company policy.Take Excellent Care Of Your Fellow Associates. Be a team player. Support and assist your fellow associates without complaint. Be open to new ideas and opportunities. Follow through with any special requests or recommendations from management.Comply with Company standards, policies, and procedures.Perform essential job functions throughout scheduled hours
QUALIFICATIONS. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Associates must be at least 18 years of age.
PERSONAL SKILLS. Excellent communication and interpersonal skills. Willingness to participate in and successfully complete required training and to work with the team to increase customer satisfaction and sales.
LANGUAGE SKILLS. Ability to read and comprehend simple instructions, short correspondence, and memos [in English]. Ability to write simple correspondence [in English]. Ability to effectively present information in one-on-one and small group situations to customers, vendors, and other associates of the organization who only speak English.
MATHEMATICAL SKILLS. Ability to add and subtract two digit numbers and to calculate a discount % amount. Ability to perform these operations using units of American currency.
REASONING ABILITY. Ability to apply commonsense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
EDUCATION: High School Diploma or GED required
CERTIFICATES, LICENSES, TRAINING. Successful completion of a Pharmacy Technician training period by working under the direct supervision of a pharmacist for up to 12 weeks. No training period is required for persons with previous experience or training which is deemed adequate by the Pharmacy Manager. Additional training and/or attending seminars as required to improve skills and job performance. Complete Company’s training including but not limited to: new hire orientation, customer service network, safety, and HT Pharmacy Technician Training Course.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Frequently - near constant work
Up to 5 lbs
Intermittently - up to several times an hour
Up to 10 lbs
Occasionally - up to several times a shift
Up to 20 lbs
The National Institute of Occupational Safety and Health (NIOSH) has published guidelines for safe lifting. Based on those, Harris Teeter requires our associates to obtain assistance from a second associate ("team lifting") when lifting any case or object weighing 50lbs or greater. Harris Teeter also recognizes that some associates may need to obtain assistance with weights under 50lbs, and encourages team lifts for any weight that an associate feels uncomfortable lifting by themselves.
While performing the duties of this job, the associate is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The associate is occasionally required to climb or balance and stoop, kneel, or crouch. The associate must frequently lift and/or move up to 5 pounds, intermittently lift and/or move up to 10 pounds, occasionally lift and/or move up to 20 pounds, and reach from 6 to 72 inches. Specific vision abilities required by this job include close vision, and depth perception.
WORK ENVIRONMENT. The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the individual is occasionally exposed to wet and/or humid conditions and moving mechanical parts. The individual is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and extreme cold. The noise level in the work environment is usually moderate.
COMPETENCIES. To perform the job successfully, an individual are required to demonstrate the following competencies:
Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Informs management at least 2 hours before shift begins when going to be late or absent from work.
Customer Service – Provides exceptional customer service even in difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
Diversity - Demonstrates knowledge of Company EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds Company values.
Initiative - Volunteers readily; Undertakes self-development activities; Asks for and offers help when needed.
Innovation - Generates suggestions for improving work; Presents ideas and information in a respectful manner.
Interpersonal Skills – Is never rude; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Judgement - Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation - Sets and achieves personal goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
Oral Communication - Speaks English clearly and persuasively in positive, negative, and in emergency or other situations in which individuals must speak a common language to promote safety; Listens and gets clarification; Responds appropriately to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication - Writes clearly and informatively in English; Presents numerical data effectively; Able to read and interpret English-written information.
Organizational Support - Follows policies and procedures; Completes tasks correctly and on time.
Planning/Organizing - Prioritizes work activities; Uses time efficiently.
Problem Solving - Identifies and resolves concerns in a timely manner; Uses reason even when dealing with emotional topics.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
Teamwork - Balances team and own responsibilities; Is open to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to build knowledge and skills; Shares job knowledge with others.
- Your job performance is required to demonstrate the highest level of customer service. Never be rude to a customer under any circumstance.
- Follow through on customer requests. If you cannot say “yes” to a customer’s request, bring in the manager-on-duty.
- Your full focus is required to be on the customer and processing their order. You are required to:
- Cheerfully invite customers to the Pharmacy service area.
- Make eye contact with and smile at every customer.
- Speak to customers in a genuine, clear, and enthusiastic manner.
- Greet every customer and accompanying family members [especially children]. Ask the customer if they found everything they were looking for.
- Tell customer the total of their order.
- Clearly count back change to the customer. Call customer by their name if paying by check or if known.
- Follow proper VIC card procedures. Circle the VIC savings on the receipt and tell customer the amount of their VIC savings.
- Always tell customer “Thank you for shopping with us today!”