Service Manager - Rensselaer

Service Manager

The Service Manager is a key member of the store's leadership team, responsible for supporting overall Front End Operations with a focus on front-end, e-commerce performance, and hiring. This exempt-level position reports to the Store Director and/or Assistant Store Director and directly supervises the Front End Manager, Assistant Front End Manager, and E-Commerce personnel. The Service Manager ensures exceptional customer service, effective front-end execution, and alignment with Strack & Van Til's mission, vision, values and standards of excellence.

• Reports to:
  
  Store Director and/or Assistant Store Director
• Direct Reports:
  Front End Manager, Assistant Front End Manager, and E-Commerce personnel.
• Indirect Reports:
  Full- and part-time associates, support staff, and in-store specialists

Leadership & Supervision

• Oversees all front-end operations and e-commerce functions to ensure smooth, efficient, and customer-friendly service.
• Directly supervises and develops the Front End Manager, Assistant Front End Manager, and E-Commerce staff.
• Partners with the Store Director and/or Assistant Store Director to ensure department staffing, training, and scheduling meets operational needs.

Customer Experience & Service Standards

• Promotes a culture of excellent customer service by modeling positive interactions, promptly addressing concerns, and ensuring front-end staff are welcoming and professional.
• Works on the sales floor to support customer engagement and maintain visibility.
• Monitors and enforces compliance with customer service protocols, courtesy policies, and appearance standards.

E-Commerce & Checkout Oversight

• Ensures accurate, efficient, and timely execution of online order fulfillment and customer pickups processes.
• Reviews order accuracy, inventory levels, and fulfillment timing to meet customer expectations and drive satisfaction.
• Collaborates with the Front End Manager and e-commerce teams to resolve any fulfillment or product issues.

Operations & Financial Accountability

• Oversees front-end labor and budget management, including labor scheduling, productivity tracking, and shrink control.
• Monitors cash handling procedures, POS system accuracy, and front-end efficiency to protect company assets.
• Supports implementation of company initiatives, promotions, and customer programs at the front end.

Compliance & Safety

• Ensures adherence to all company policies, safety protocols, and operational guidelines across assigned departments.
• Conducts routine audits and walks to ensure cleanliness, safety, and security standards are maintained.
• Leads or supports training on loss prevention, cash handling, and emergency procedures.

Collaboration & Communication

• Partners with other store leaders to ensure alignment across all departments.
• Serves as a point of contact for cross-functional coordination and customer issue resolution.
• Participates in store leadership meetings, communicates updates to front-end and e-commerce teams, and reinforces key priorities.

Financial & Strategic Management

Talent Development & Team Building

Merchandising & Inventory Management

Community Engagement & Brand Representation

Education & Experience

• High School diploma or equivalent required; additional leadership or customer service training preferred.
• Minimum of 1 year of retail leadership experience, with specific experience in front-end or service-related functions preferred.
• Certified in food safety.

Skills & Competencies

• Strong leadership, interpersonal, and customer service skills.
• Proficiency in managing point-of-sale systems, cash procedures, and scheduling tools.
• Effective communicator and team builder with the ability to resolve conflicts and lead by example.
• Solid understanding of e-commerce workflows, customer expectations, and retail operations.

• Must be able to lift up to 40 pounds occasionally, stand and walk for extended periods, and perform front-end tasks including…