Customer Service Associate – Chilled Section | Retail | M&S | UAE – Al Futtaim Group

Customer Service Associate – Chilled Section | Marks & Spencer

Overview of the Role

The Customer Service Associate – Chilled Section is responsible for delivering an exceptional customer experience while ensuring the highest standards of food quality, freshness, availability, and presentation across the Chilled Food department. The role supports the day-to-day operations by maintaining optimum stock levels, adhering to food safety standards, and ensuring chilled products are merchandised in line with M&S standards.

Working as part of the M&S Food team, you will help create an outstanding shopping experience by providing excellent customer service, maintaining product availability, and ensuring the Chilled section remains clean, well-stocked, and visually appealing. Success in this role is measured through customer satisfaction, product availability, stock rotation, waste reduction, and operational excellence.

What You Will Do

Customer Service & Customer Experience

• Deliver exceptional customer service by greeting and assisting customers in a friendly, professional, and engaging manner.
• Provide customers with accurate product information, including ingredients, allergens, storage advice, and promotions.
• Handle customer enquiries and resolve basic complaints promptly, escalating issues where necessary.
• Build positive customer relationships that encourage repeat visits and brand loyalty.
• Ensure every customer receives a premium shopping experience aligned with M&S service standards.

Chilled Section Operations

• Ensure chilled products are fully replenished and available throughout trading hours.
• Maintain attractive, well-organized, and fully stocked chilled displays in accordance with M&S merchandising standards.
• Monitor product freshness, expiry dates, and shelf life to ensure only the highest quality products are available for sale.
• Follow FIFO (First In, First Out) principles and effective stock rotation to minimize waste.
• Remove damaged, expired, or poor-quality products from sale promptly.

Visual Merchandising & Store Standards

• Maintain exceptional merchandising standards within the Chilled department.
• Ensure all products are displayed according to planograms and promotional guidelines.
• Maintain cleanliness and organization of refrigerated cabinets and surrounding areas.
• Ensure pricing, shelf labels, and promotional signage are accurate and up to date.

Stock Management & Inventory

• Receive chilled deliveries and verify product quality and quantities.
• Replenish stock efficiently while maintaining product integrity and cold chain compliance.
• Assist with stock counts, inventory management, and shrinkage control.
• Report stock shortages, damaged goods, and quality concerns to the Department Manager.
• Support inventory optimization and waste reduction initiatives.

Food Safety, Cold Chain & Compliance

• Ensure all chilled products are stored and displayed at the correct temperatures.
• Maintain cold chain integrity throughout receiving, storage, replenishment, and merchandising activities.
• Follow all Food Safety, HACCP, Municipality, and Health & Safety regulations.
• Complete daily temperature checks and report any equipment or refrigeration issues immediately.
• Ensure work areas, refrigeration units, and equipment remain clean and sanitized.

Sales Support & Commercial Performance

• Promote chilled food products through upselling and cross-selling.
• Recommend complementary products to enhance customer purchases.
• Support seasonal promotions and new product launches.
• Contribute towards achieving department sales, availability, and waste reduction targets.

Cash Register Support (Where Required)

• Support checkout operations during peak trading periods when required.
• Process customer transactions accurately using the Point of Sale (POS) system.
• Follow company cash handling procedures and maintain a clean checkout area.

Job Details

Preferred Candidate

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