Service Supervisor

Service Supervisor

The Service Supervisor is responsible for overseeing front-end operations and ensuring an exceptional customer experience. This role leads service team members, supports daily operational execution, and ensures compliance with company standards related to customer service, cash handling, and safety.

Operational Execution

• Supervise daily front-end operations including check stands, self-checkout, and service desk
• Ensure efficient customer flow and minimal wait times
• Monitor register activity, cash handling procedures, and till accountability
• Maintain cleanliness, organization, and readiness of all service areas
• Support execution of promotions, programs, and front-end initiatives

Customer Service Excellence

• Deliver outstanding customer service and lead by example
• Handle customer concerns, complaints, and service recovery situations
• Support returns, exchanges, and customer service desk operations
• Promote loyalty programs and ensure a positive shopping experience

Team Leadership & Development

• Supervise, coach, and support front-end associates (cashiers, courtesy clerks, service desk)
• Assign daily tasks and ensure proper coverage across service areas
• Provide real-time feedback and reinforce service and performance standards
• Assist in training new hires and developing team members

Performance & Productivity

• Monitor front-end productivity metrics including speed, accuracy, and service levels
• Support labor management and efficient scheduling execution
• Identify and address performance gaps to improve overall service efficiency
• Assist in reducing shrink through proper procedures and awareness

Compliance & Safety

• Ensure compliance with cash handling policies, security procedures, and company standards
• Support loss prevention efforts and report suspicious activity
• Maintain a safe and secure environment for customers and employees
• Follow all safety policies and regulatory requirements

Qualifications

• High school diploma or equivalent required
• Previous retail or customer service experience required
• Leadership or supervisory experience preferred
• Strong communication and interpersonal skills
• Ability to multitask in a fast-paced environment
• Flexible schedule including evenings, weekends, and holidays

Physical Requirements

• Ability to stand for extended periods
• Frequent walking, bending, and light lifting
• Ability to assist across front-end areas as needed

Key Competencies

• Customer Focus
• Leadership & Team Development
• Communication Skills
• Organization & Time Management
• Attention to Detail
• Problem Solving