Service Manager

Hy-Vee; Fitchburg (WI); On-site; USD 42,000 - 66,000; Full time

Job summary

Hy-Vee's Service Manager in the Grocery department leads a team to deliver prompt, friendly customer service while ensuring store operations run smoothly. The role emphasizes supervision, coaching, scheduling, and maintaining high standards of service across all shifts.

The position requires a willingness to train staff, manage daily duties, uphold safety policies, and act as a role model for employee relations within a fast-paced retail environment.

Qualifications

• High School or equivalent required.
• Two years or more of similar or related work experience preferred.

Responsibilities

• Maintain a positive attitude and foster a friendly, team-based store atmosphere.
• Supervise and coordinate activities of store employees and departments.
• Plan, prepare, and adjust work schedules; assign duties and monitor completion.
• Train workers on store policies, safety procedures and job duties.
• Ensure excellent customer service and address customer issues promptly.
• Guide pricing, merchandise placement, and displays to meet store needs.
• Maintain compliance with policy, security, sales, and record keeping procedures.
• Communicate effectively with customers, employees, and vendors.

Skills

Partnerships

Growth mindset

Results oriented

Customer focused

Professionalism

Education

High School or equivalent

Job description

Service Manager

Department: Grocery

FLSA: Non-Exempt

General Function

Provides prompt, efficient, and friendly customer service, and ensures customer needs are met. Supervises and coordinates the activities of employees or performs the work of all job levels.

Core Competencies

• Partnerships
• Growth mindset
• Results oriented
• Customer focused
• Professionalism

Reporting Relations

Accountable and reports to: District Store Director; Store Manager; Assistant Managers of HWH, Perishables, Store Operations and eCommerce.

Positions that report to you: All positions except those listed above or designated by the Store Director.

Primary Duties and Responsibilities

• Maintain a positive attitude; create an atmosphere of friendliness and fun through flexibility and teamwork.
• Generate a friendly atmosphere by encouraging employees to greet and speak to customers; provide prompt, courteous, and efficient service to customers and set a good example.
• Provide 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.
• Smile and greet customers in a friendly manner, whether the encounter takes place in the employee’s designated department or elsewhere in the store.
• Make an effort to learn customers’ names and to address them by name whenever possible.
• Assist customers (examples include):
  • 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.
• Answer the telephone promptly and provide friendly, helpful service to customers who call.
• Perform as a leader and role model and maintain positive employee relations.
• Plan, prepare, and adjust work schedules and assign employees to specific duties and follow up to ensure duties are properly completed in a timely manner.
• Supervise and coordinate activities of employees in all areas of the store (in Department Manager’s absence) or perform the work necessary at all job levels.
• Learn to formulate pricing philosophies or merchandise, following guidelines established by the Store Director.
• Ensure proper customer service throughout the store and address specific customer issues.
• Evaluate employee performance to recommend personnel actions in their respective area such as promotion, transfer, or dismissal.
• Train and enforce safety procedures to provide a safe and healthy work environment for employees and customers and fill out customer accident forms.
• Work safely to prevent on-the-job injuries, fill out first report of injury, and assign light duty as necessary.
• Compile, store, retrieve, and understand managerial data (e.g., sales, inventory reports, ad and display projections/actuals, etc.).
• Order merchandise (new product, promotional, seasonal, or to replenish merchandise on hand), verify delivery of merchandise, ensure quality, compare records with merchandise ordered, and report discrepancies.
• Train workers in store policies, department procedures, and job duties.
• Ensure compliance of employees with established policy/law, security, sales, and record keeping procedures and practices.
• Determine location of ad and promotional displays, ensure product quality and quantities to meet customer and store demands and profitability.
• Confere with employees and assist in solving problems affecting job performance and established policies and procedures.
• Explain store services to potential personal and business account customers to generate additional business for the store.
• Understand the basics of store accounting.
• Maintain strict adherence to department and company guidelines related to personal hygiene and dress.
• Adhere to company policies and individual store guidelines.
• Report to work when scheduled and on time.

Secondary Duties and Responsibilities

• Determine the motivational needs of employees and provide the appropriate environment.
• Stay current with market trends and information (e.g., competition, new products, equipment, merchandising techniques).
• Provide continuous education for existing store employees regarding new and updated company and store policies, procedures, and job duties.
• Sell merchandise to company employees, customers or issue merchandise upon requisition by authorized personnel (inter-store transfers).
• Handle cash registers.
• Recommend cost reduction programs.
• Review personnel records to ensure completeness, accuracy, and timeliness and understand the basics of the payroll system.
• Recommend additions, deletions and shelf allocation of merchandise to be sold in any department.
• Assist in other areas of the store as needed.
• Perform other job-related duties and special projects as required.

Knowledge, Skills, Abilities and Worker Characteristics

• Must have the 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.

Education and Experience

• High School or equivalent experience.
• Two years or more of similar or related work experience preferred.

Supervisory Responsibilities (Direct Reports)

• Instructing, assigning work, reviewing work, planning the work of others, maintaining standards, allocating personnel, and coordinating the activities of others.
• Selects new employees and acts on employee problems.
• Has the authority to recommend employee transfers, promotions, discipline, discharge, and salary adjustments.

Physical Requirements

• Must be able to physically perform medium work: exerting up to 50 pounds of force occasionally and 20 pounds of force frequently, and 10 pounds of force constantly to move objects.
• Visual requirements include vision from less than 20 inches to more than 20 feet with or without correction, depth perception, color vision, and field of vision.
• Must be able to perform the following physical activities: climbing, balancing, stooping, kneeling, reaching, standing, walking, pulling, lifting, grasping, feeling, talking, hearing, and repetitive motions.

Working Conditions

This position is exposed to dust, noise, and temperature extremes. There are possible equipment movement hazards; electrical shock, and exposure to chemicals and solvents. This is a fast paced work environment.

Equipment Used to Perform Job

Pallet jack, box cutter, cash registers, knives, trash compactor, cardboard baler, forklift, computer, calculator, telephone, fax machine, two wheeler, register computer, ordering machine, use of limited power equipment, delivery vehicle, Western Union, Hunting/Fishing license computer, and money order machine.

Financial Responsibility

Authorized to purchase merchandise and supplies and order repairs on equipment.

Contacts

Has daily contact with customers, employees, suppliers/vendors, and the general public. Occasional contact with federal or state regulatory agencies regarding inspections.

Confidentiality

Has access to confidential information which may include pricing, sales reports, profit and loss reports, and wages.

Employment Requirements

Employment is contingent upon the successful completion of a pre employment drug screen.