Service Manager

Hy-Vee; Mason City (IA); On-site; USD 40,000 - 60,000; Full time

Job summary

Hy-Vee is seeking a Service Manager in Mason City, Iowa to oversee customer service operations in the Grocery department. The ideal candidate will demonstrate strong leadership qualities, a commitment to quality service, and experience in employee management. Responsibilities include ensuring efficient service, training staff, and maintaining a positive work environment. A high school diploma and two years of related experience are required. Opportunity for career growth in a supportive environment.

Qualifications

• At least two years of similar or related work experience preferred.
• Ability to solve practical problems and perform arithmetic.
• Ability to interview and guide employees.

Responsibilities

• Maintains a positive atmosphere and encourages teamwork.
• Provides prompt, efficient, and friendly customer service.
• Plans and adjusts work schedules and assigns duties.

Skills

Customer focused

Results oriented

Partnerships

Growth mindset

Professionalism

Education

High School or equivalent experience

Tools

Pallet jack

Cash registers

Computer

Forklift

Job description

Overview

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: Non-Exempt

General Function

Provides prompt, efficient and friendly customer service, and ensures that customer is satisfied. 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

• Maintains a positive attitude; creates an atmosphere of friendliness and teamwork.
• Encourages employees to greet customers; provides prompt, courteous, and efficient service; sets a good example.
• Provides prompt, efficient and friendly customer service by exhibiting care and patience in all customer interactions.
• Greets customers in a friendly manner in any store area.
• Learns customers’ names and addresses them by name when possible.
• Assists customers by: escorting to products, securing items out of reach, loading/unloading heavy items, noting suggestions or requests, and enhancing the shopping experience.
• Answers the telephone promptly and provides friendly, helpful service to customers who call.
• Acts as a leader and role model; maintains positive employee relations.
• Plans, prepares, and adjusts work schedules and assigns employees to duties; follows up to ensure timely completion.
• Supervises and coordinates activities of employees in all store areas (in the absence of Department Managers) or performs work at all job levels.
• Learns to formulate pricing philosophies or merchandise guidelines following Store Director direction.
• Ensures proper customer service throughout the store and addresses customer issues.
• Evaluates employee performance to recommend personnel actions such as promotion, transfer, or dismissal.
• Trains and enforces safety procedures to provide a safe work environment and handles accident reporting.
• Works safely to prevent injuries, completes reports, and assigns light duty as needed.
• Compiles and analyzes managerial data (e.g., sales, inventory, ad/display projections).
• Orders merchandise, verifies delivery, ensures quality, and notes discrepancies.
• Trains workers in store policies, department procedures, and job duties.
• Ensures compliance with policy/law, security, sales, and record-keeping practices.
• Determines locations for ad and promotional displays and ensures product quality and quantities to meet demand and profitability.
• Collaborates with employees to solve problems affecting performance and policy adherence.
• Explains store services to potential customers to generate additional business.
• Understands the basics of store accounting.
• Maintains hygiene and dress standards; adheres to company policies and store guidelines.
• Reports to work as scheduled and on time.

Secondary Duties and Responsibilities

• Determines motivational needs of employees and provides an appropriate work environment.
• Stays current with market trends and information.
• Provides continuous education on new and updated company policies and procedures.
• Sells merchandise to company employees, customers, or processes internal transfers.
• Handles cash registers.
• Recommends cost reduction programs.
• Reviews personnel records for completeness and payroll basics.
• Recommends merchandise adjustments and shelf allocations.
• Assists in other areas of the store as needed.
• Performs other job-related duties and special projects as required.

Knowledge, Skills, Abilities and Worker Characteristics

• Ability to solve practical problems with variables and limited standardization.
• Ability to perform arithmetic with fractions, decimals, and percentages.
• Ability to interview, guide people, follow technical manuals, and engage 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, planning and coordinating the work of others; maintaining standards.
• Selects new employees and handles employee problems.
• Has authority to recommend transfers, promotions, discipline, discharge, and salary adjustments.

Physical Requirements

• Medium work: exerting up to 50 pounds occasionally and 20 pounds frequently; 10 pounds constantly.
• Visual requirements include broad range of vision with or without correction, depth perception, color vision, and field of vision.
• Physical activities include climbing, balancing, stooping, kneeling, reaching, standing, walking, pulling, lifting, grasping, feeling, talking, hearing, and repetitive motions.

Working Conditions

This position exposes you to dust, noise, and temperature extremes. 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.

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 including pricing, sales reports, profit and loss reports, and wages.

Note: Employment is contingent upon successful completion of a pre-employment drug screen.