Service Manager

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

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.

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

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

• 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.

• 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.

• 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.

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

• 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,…