Service Manager

Hy-Vee, Inc.•Cedar Rapids, IA

13d

About The Position

The Service Manager provides prompt, efficient, and friendly customer service and ensures customer needs are met. The role supervises and coordinates employee activities across store areas, or performs work at all job levels. The Service Manager promotes a positive, customer-focused atmosphere, acts as a leader and role model, and maintains positive employee relations. This position reports to the District Store Director, Store Manager, and Assistant Managers of HWH, Perishables, Store Operations, and eCommerce. All positions other than those listed above or designated by the Store Director may report to this role. The Service Manager schedules and assigns work, follows up on completion, trains employees, supports store safety, and ensures compliance with company policies and applicable procedures. The role also handles merchandise ordering and verification, promotional displays, pricing guidance, managerial data, basic accounting and payroll-related review, customer concerns, and other store operations. The position has daily contact with customers, employees, suppliers/vendors, and the general public, and occasional contact with regulatory agencies. It is a fast-paced role exposed to dust, noise, temperature extremes, equipment movement hazards, electrical shock risks, and chemicals and solvents. Night and weekend shifts are required. Employment is contingent upon successful completion of a pre-employment drug screen.

Requirements

High school education or equivalent experience.
Ability to solve practical problems involving a variety of variables with limited standardization and interpret instructions.
Ability to perform arithmetic calculations involving fractions, decimals, and percentages.
Ability to interview to obtain basic information, guide people, provide basic direction, and follow technical manuals.
Ability and willingness to work required night and weekend shifts.
Ability to perform medium physical work, exerting up to 50 pounds occasionally, 20 pounds frequently, and 10 pounds constantly to move objects.
Visual ability to see from less than 20 inches to more than 20 feet, with or without correction, including depth perception, color vision, and field of vision.
Ability to climb, balance, stoop, kneel, reach, stand, walk, pull, lift, grasp, feel, talk, hear, and perform repetitive motions.
Ability to work in a fast-paced environment with exposure to dust, noise, temperature extremes, equipment movement hazards, electrical shock risks, chemicals, and solvents.
Successful completion of a pre-employment drug screen is required.

Nice To Haves

Two or more years of similar or related work experience preferred.

Responsibilities

Provide prompt, efficient, courteous, and friendly customer service throughout the store.
Encourage employees to greet and assist customers, and model positive customer interactions and teamwork.
Assist customers with locating or reaching products, handling heavy items, and communicating suggestions or requests.
Answer customer telephone calls promptly and provide helpful service.
Lead by example and maintain positive employee relations.
Plan and adjust work schedules, assign duties, and follow up to ensure work is completed properly and on time.
Supervise and coordinate employee activities in store areas in the absence of Department Managers, or perform work at all job levels.
Learn to formulate merchandise pricing philosophies within Store Director guidelines.
Address customer service issues and ensure service standards throughout the store.
Evaluate employee performance and recommend personnel actions.
Train employees and enforce safety procedures; complete customer accident and employee injury reports and assign light duty as needed.
Compile, store, retrieve, and understand managerial data, including sales, inventory, and advertising and display projections and results.
Order merchandise, verify deliveries and quality, compare deliveries with orders, and report discrepancies.
Train workers on store policies, department procedures, and job duties.
Ensure employee compliance with established policies and laws, security, sales, and record-keeping procedures.
Determine locations for advertising and promotional displays and ensure product quality and quantities meet customer and store needs and profitability goals.
Confer with employees and help resolve problems affecting job performance and adherence to policies and procedures.
Explain store services to prospective personal and business account customers to generate business.
Understand basic store accounting.
Maintain department and company standards for personal hygiene and dress, and follow company policies and store guidelines.
Report to work as scheduled and on time.
Assess employee motivational needs and provide an appropriate work environment.
Stay current on market trends and information, including competition, products, equipment, and merchandising techniques.
Provide ongoing education to employees about new and updated company and store policies, procedures, and job duties.
Sell merchandise to employees and customers or issue merchandise for authorized inter-store transfers.
Handle cash registers.
Recommend cost-reduction programs.
Review personnel records for completeness, accuracy, and timeliness, and understand basic payroll processes.
Recommend merchandise additions, deletions, and shelf allocation.
Assist in other store areas as needed and perform other related duties and special projects.
Purchase merchandise and supplies and order equipment repairs as authorized.