Service Manager

3M HEALTHCARE; Janesville (WI); On-site; USD 42,000 - 58,000; Full time

Job summary

Hy-Vee is seeking a Service Manager in the Grocery department. The role focuses on delivering prompt, courteous service, supervising store staff, and maintaining a positive atmosphere for customers and team members alike.

Key duties include scheduling, training, ensuring safety compliance, and supporting merchandising and promotions to improve the customer shopping experience. A strong service mindset and leadership presence are essential.

Qualifications

• High School diploma or equivalent; two years or more of related work experience preferred.
• Strong customer service and interpersonal skills.
• Ability to supervise and coordinate staff.

Responsibilities

• Maintain a positive, friendly store atmosphere and lead by example.
• Provide prompt, courteous service and greet customers by name when possible.
• Plan and assign work schedules and supervise staff.
• Ensure compliance with store policies and safety procedures.
• Assist in merchandising, pricing and promotions as directed.
• Train and enforce safety procedures.

Skills

Partnerships

Growth mindset

Results oriented

Customer focused

Professionalism

Education

High School or equivalent

Job description

Additional Considerations

At Hy‑Vee our people are our strength. We promise “a helpful smile in every aisle” and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each other.

Job Description

Job Title: Service Manager

Department: Grocery

FLSA Status: Non‑Exempt

General Function: Provides prompt, efficient and friendly customer service, and ensures that customer’s 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 to 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

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, and setting 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 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, following 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 Manager’s absence) or performs necessary work 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 such as promotion, transfer or dismissal.
• Trains and enforces safety procedures to create a safe and healthy work environment and completes required accident reports.
• Compiles, stores, retrieves and understands managerial data, including sales and inventory reports, advertising and display projections.
• Orders merchandise, verifies delivery, ensures quality, compares records with orders and reports discrepancies.
• Trains workers in store policies, department procedures and job duties.
• Ensures compliance with established policy, law, security, sales and record‑keeping procedures.
• Determines placement of advertising and promotional displays, ensuring product quality and quantities meet customer and store demands.
• Confers with employees and assists in solving problems affecting job performance and established policies.
• 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 hygiene, dress and safety.
• Adheres to company policies and individual store guidelines.
• Reports to work when scheduled and on time.

Secondary Duties and Responsibilities

• Determines the motivational needs of employees and provides the appropriate environment.
• Stays current with market trends and information (e.g., competition, new products, equipment, merchandising techniques).
• Provides continuous education for existing store employees about updated company and store policies and procedures.
• SELLS merchandise to company employees or 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; understands basic payroll systems.
• 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.

Knowledge, Skills, Abilities and Worker Characteristics

Must be able to solve practical problems with limited standardization; interpret instructions, perform arithmetic calculations involving fractions, decimals and percentages; interview for basic information; guide people; follow technical manuals; 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, reviewing and planning work; maintaining standards; allocating personnel; coordinating activities; selecting new employees; acting on employee problems; recommending employee transfers, promotions, discipline, discharge and salary adjustments.

Physical Requirements

Must be able to exert up to 50 pounds occasionally, 20 pounds frequently and 10 pounds constantly. Must perform climbing, balancing, stooping, kneeling, reaching, standing, walking, pulling, lifting, grasping, feeling, talking, hearing and repetitive motions. Vision requirements include 20/20 or better.

Working Conditions

Exposed to dust, noise and temperature extremes; possible equipment movement hazards, electrical shock and exposure to chemicals and solvents. Fast‑paced work environment.

Equipment Used

• Pallet jack, box cutter, cash registers, knives, trash compactor, cardboard baler, forklift, computer, calculator, telephone, fax machine, two‑wheeler, register computer, ordering machine, limited power equipment, delivery vehicle, Western Union, hunting/fishing license computer, money order machine.

Financial Responsibility

Authorized to purchase merchandise and supplies and order equipment repairs.

Contacts

Daily contact with customers, employees, suppliers/vendors and the general public; occasional contact with federal or state regulatory agencies regarding inspections.

Confidentiality

Access to confidential information including pricing, sales reports, profit and loss reports and wages.