Service Manager

Job Overview

Job Title:

Service Manager
Department:
Grocery
FLSA:
Non‑Exempt
General Function:
Provides prompt, efficient and friendly customer service, ensures customers’ needs are met, and supervises and coordinates activities of employees.

Night & Weekend Shifts Required.

• Maintain a positive attitude and create an atmosphere of friendliness and teamwork.
• Generate a friendly atmosphere by encouraging employees to greet and speak to customers, providing prompt, courteous, and efficient service and setting a good example.
• Provide customer service that is caring, concerned, and patient, treating customers as the most important people in the store and greeting them positively.
• Assist customers with locating products, securing items out of reach, loading or unloading heavy items, and addressing suggestions or requests.
• Answer the telephone promptly and provide friendly, helpful service to callers.
• Serve as a leader and role model, maintaining positive employee relations and modeling professional conduct.
• Plan, prepare, and adjust work schedules and assign employees to specific duties.
• Supervise and coordinate activities of employees in all areas of the store, including performing required work across all job levels.
• Formulate pricing and merchandising philosophies following guidelines from the Store Director.
• Ensure proper customer service throughout the store and address specific customer issues.
• Evaluate employee performance and recommend personnel actions such as promotion, transfer, or dismissal.
• Train and enforce safety procedures, fill out accident reports, and assign light duty as necessary.
• Compile, store, retrieve, and analyze managerial data (sales, inventory reports, ad and display projections/actuals).
• Order merchandise, verify delivery, ensure quality, compare records with orders, and report discrepancies.
• Train workers in store policies, department procedures, and job duties.
• Ensure compliance with established policy/law, security, sales, and record‑keeping procedures.
• Determine the placement of ad and promotional displays and ensure product quality and quantity meet customer and store demand.
• Assist in solving employee performance problems.
• Explain store services to potential personal and business customers to generate additional business.
• Understand basic store accounting and adhere to department and company guidelines on personal hygiene and dress.
• Report to work on schedule and on time.

• Identify motivational needs of employees and provide an appropriate environment.
• Stay current with market trends and information (competition, new products, equipment, merchandising techniques).
• Provide continuous education for existing employees on updated company and store policies, procedures, and duties.
• Sell merchandise to company employees and customers; issue merchandise per authorized requisitions.
• Handle cash registers and recommend cost reduction programs.
• Review personnel records for accuracy and timeliness and understand basic payroll systems.
• Recommend additions, deletions, and shelf allocation of merchandise.
• Assist in other areas of the store as needed.
• Perform other job‑related duties and special projects as required.

• Ability to solve practical problems and interpret instructions.
• Proficiency in arithmetic calculations involving fractions, decimals, and percentages.
• Ability to conduct basic interviews, guide individuals, and follow technical manuals.

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

• Instruct, assign and review work, plan, maintain standards, allocate personnel, coordinate activities, select new employees, and act on employee issues.
• Recommend employee transfers, promotions, discipline, discharge, and salary adjustments.

• Medium physical work: exert up to 50 lbs occasionally and 20 lbs frequently.
• Visual requirements: vision from less than 20 inches to more than 20 feet, color vision, depth perception, field of vision.
• Must perform climbing, balancing, stooping, kneeling,…