Service Manager, Grocery Retail

Position Title: Service Manager
Reports to: Store Director
FLSA Status: Exempt
Bargaining Unit: Non-Union

The Service Manager is responsible for ensuring exceptional customer service throughout the store, with a primary focus on Front End operations. This role oversees cashiers, courtesy clerks, service desk associates, and other customer service staff to ensure efficient checkout experiences, accurate transactions, and high service standards.

The Service Manager leads, trains, schedules, and supports the Front End team while ensuring compliance with company policies, labor guidelines, cash-handling procedures, and customer engagement expectations. The Service Manager plays a key role in creating a friendly, efficient, and customer-focused store environment.

• 1. Supervise, train, and support Front End associates, including cashiers, courtesy clerks, and service desk staff.
• 2. Ensure fast, friendly, and accurate checkout service to provide an outstanding customer experience.
• 3. Monitor Front End operations to ensure proper staffing, workflow efficiency, and adherence to policies.
• 4. Oversee customer service desk activities including returns, refunds, lottery, money orders, bill payments, and customer inquiries.
• 5. Ensure compliance with cash-handling procedures, register balancing, and resolving discrepancies.
• 6. Assist with scheduling, labor planning, and Front End staffing needs.
• 7. Coach associates on service standards, upselling, bagging procedures, and customer engagement.
• 8. Handle customer complaints and escalated service issues professionally and promptly.
• 9. Support training and onboarding of new Front End team members.
• 10. Maintain Front End cleanliness, organization, and adherence to safety standards.
• 11. Ensure accurate signage, pricing, and promotional displays at checkout lanes and service counters.
• 12. Collaborate with store leadership to support storewide programs, seasonal events, and merchandising initiatives.
• 13. Assist with monitoring and reducing shrink, cashier errors, and operational inefficiencies.
• 14. Complete Front End reporting, audits, and compliance tasks as assigned.
• 15. Perform other duties as assigned to support customer service and store operations.

• High school diploma or equivalent required; additional retail or leadership training preferred.
• 2–4 years of customer service or Front End experience, ideally in grocery or retail; prior supervisory experience strongly preferred.
• Strong communication, leadership, and interpersonal skills.
• Ability to lift up to 25 lbs., stand for long periods, and work in a fast-paced environment.
• Must be reliable, organized, and able to work a flexible schedule including evenings, weekends, and holidays.
• Prior experience with POS systems, cash-handling procedures, and customer service best practices.