Service Manager

Hy-Vee, Inc.•West Des Moines, IA

1d•Onsite

About The Position

The Service Manager provides prompt, efficient and friendly customer service, and ensures that customer’s needs are met. This role involves supervising and coordinating the activities of employees or performing the work of all job levels. The core competencies for this position include partnerships, a growth mindset, being results-oriented, customer-focused, and professionalism. The manager is expected to maintain a positive attitude, create a friendly and fun atmosphere through flexibility and teamwork, and set a good example for employees by encouraging them to greet and speak to customers, providing prompt, courteous, and efficient service. They are responsible for exhibiting caring, concern, and patience in all customer interactions, treating customers as the most important people in the store, and making an effort to learn and address customers by name. The Service Manager also assists customers with various needs, answers the telephone promptly, and acts as a leader and role model while maintaining positive employee relations.

Requirements

Ability to solve practical problems; variety of variables with limited standardization; interpret instructions.
Ability to do arithmetic calculations involving fractions, decimals, and percentages.
Possess the ability to interview to obtain basic information; guide people to provide basic direction; follow technical manuals and have increased contact with people.
High School or equivalent experience.

Nice To Haves

Two years or more of similar or related work experience

Responsibilities

Maintains a positive attitude; creates an atmosphere of friendliness and fun through flexibility and teamwork.
Generates a friendly atmosphere by encouraging employees to greet and speak to customers; providing prompt, courteous, and efficient service to customers and sets a good example.
Provides prompt, efficient and friendly customer service by exhibiting caring, concern and patience in all customer interactions and treating customers as the most important people in the store.
Smiles and greets customers in a friendly manner, whether the encounter takes place in the employee’s designated department or elsewhere in the store.
Makes an effort to learn customers’ names and to address them by name whenever possible.
Assists customers by: escorting them to the products they’re looking for, securing products that are out of reach, loading or unloading heavy items, making note of and passing along customer suggestions or requests, performing other tasks in every way possible to enhance the shopping experience.
Answers the telephone promptly and provides friendly, helpful service to customers who call.
Performs as a leader and role model and maintains positive employee relations.
Plans, prepares, and adjusts work schedules and assigns employees to specific duties and follows up to ensure duties are properly completed in a timely manner.
Supervises and coordinates activities of employees in all areas of the store (in Department Managers absence) or performs the work necessary at all job levels.
Learns to formulate pricing philosophies or merchandise, following guidelines established by the Store Director.
Ensures proper customer service throughout the store and addresses specific customer issues.
Evaluates employee performance to recommend personnel actions in their respective area such as promotion, transfer, or dismissal.
Trains and enforces safety procedures to provide a safe and healthy work environment for employees and customers and fills out customer accident forms.
Works safely to prevent on-the-job injuries, fills out first report of injury, and assigns light duty as necessary.
Compiles, stores, retrieves, and understands managerial data (i.e. sales, inventory reports, ad and display projections/actuals, etc.).
Orders merchandise (new product, promotional, seasonal, or to replenish merchandise on hand), verifies delivery of merchandise, ensures quality, compares record with merchandise ordered, and reports discrepancies.
Trains workers in store policies, department procedures, and job duties.
Ensures compliance of employees with established policy/law, security, sales, and record keeping procedures and practices.
Determines location of ad and promotional displays, ensures product quality and quantities to meet customer and store demands and profitability.
Confers with employees and assists in solving problems affecting job performance and of established policies and procedures.
Explains store services to potential personal and business account customers to generate additional business for the store.
Understands the basics of store accounting.
Maintains strict adherence to department and company guidelines related to personal hygiene and dress.
Adheres to company policies and individual store guidelines.
Reports to work when scheduled and on time.
Determines the motivational needs of employees and provides the appropriate environment.
Stays current with market trends and information (i.e.; competition, new products, equipment, merchandising techniques).
Provides continuous education for existing store employees regarding new and updated company and store policies, procedures, and job duties.
Sells merchandise to company employees, customers or issues merchandise upon requisition by authorized personnel (inter-store transfers).
Handles cash registers.
Recommends cost reduction programs.
Reviews personnel records to ensure completeness, accuracy, and timeliness and understands the basics of the payroll system.
Recommends additions, deletions and shelf allocation of merchandise to be sold in any department.
Assists in other areas of store as needed.
Performs other job related duties and special projects as required.