Service Manager

Service Manager

Location:

Springfield, IL

Department:
Grocery

Employment Type:

Full-time

Seniority Level: Mid-Senior level

FLSA Status:
Non-Exempt

General Function:
Provides prompt, efficient and friendly customer service, and ensures that customer’s needs are met. 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.

• Maintain a positive attitude; create an atmosphere of friendliness and fun through flexibility and teamwork.
• Generate a friendly atmosphere by encouraging employees to greet and speak to customers; provide prompt, courteous, and efficient service to customers and set a good example.
• Provide prompt, efficient and friendly customer service by exhibiting caring, concern and patience in all customer interactions and treating customers as the most important people in the store.
• Smile and greet customers in a friendly manner, whether the encounter takes place in the employee’s designated department or elsewhere in the store.
• Make an effort to learn customers’ names and to address them by name whenever possible.
• Assist customers by escorting them to the products they’re looking for, securing products that are out of reach, loading or unloading heavy items, making note of and passing along customer suggestions or requests, and performing other tasks in every way possible to enhance the shopping experience.
• Answer the telephone promptly and provide friendly, helpful service to customers who call.
• Perform as a leader and role model and maintain positive employee relations.
• Plan, prepare, and adjust work schedules and assign employees to specific duties and follow up to ensure duties are properly completed in a timely manner.
• Supervise and coordinate activities of employees in all areas of the store (in Department Manager’s absence) or perform the work necessary at all job levels.
• Learn to formulate pricing philosophies or merchandise, following guidelines established by the Store Director.
• Ensure proper customer service throughout the store and address specific customer issues.
• Evaluate employee performance to recommend personnel actions in their respective area such as promotion, transfer, or dismissal.
• Train and enforce safety procedures to provide a safe and healthy work environment for employees and customers and fill out customer accident forms.
• Work safely to prevent on-the-job injuries, fill out first report of injury, and assign light duty as necessary.
• Compile, store, retrieve, and understand managerial data (i.e., sales, inventory reports, ad and display projections/actuals, etc.).
• Order merchandise (new product, promotional, seasonal, or to replenish merchandise on hand), verify delivery of merchandise, ensure quality, compare record with merchandise ordered, and report discrepancies.
• Train workers in store policies, department procedures, and job duties.
• Ensure compliance of employees with established policy/law, security, sales, and record‑keeping procedures and practices.
• Determine location of ad and promotional displays, ensure product quality and quantities to meet customer and store demands and profitability.
• Conferring with employees and assist in solving problems affecting job performance and of established policies and procedures.
• Explain store services to potential personal and business account customers to generate additional business for the store.
• Understand the basics of store accounting.
• Maintain strict adherence to department and company guidelines related to personal hygiene and dress.
• Adhere to company policies and individual store guidelines.
• Report to work when scheduled and on time.

• Determine the motivational needs of employees and provide the appropriate environment.
• Stay current with market trends and information (i.e.;…