Service Manager

Additional Considerations

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 Title: Service Manager
Department: Grocery
FLSA: Non‑Exempt

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, 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.
• Smiles and greets 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 address them by name whenever possible.
• Assist customers by escorting them to products, securing out‑of‑reach items, loading or unloading heavy items, making note of and passing along suggestions or requests and performing other tasks 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; 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 and recommend personnel actions such as promotion, transfer, or dismissal.
• Train and enforce safety procedures to provide a safe and healthy work environment for employees and customers; fill out customer accident forms, first report of injury, and assign light duty as necessary.
• Compile, store, retrieve and understand managerial data (sales, inventory reports, ad and display projections/actuals etc.).
• Order merchandise (new product, promotional, seasonal or to replenish merchandise on hand) and verify delivery.
• Ensure quality, compare records 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.
• Determine location of ad and promotional displays; ensure product quality and quantities meet customer and store demands and profitability.
• Confere with employees and assist in solving problems affecting job performance and established policies and procedures.
• Explain store services to potential personal and business account customers to generate additional business for the store.
• Understand basics of store accounting.
• Maintain strict adherence to department and company guidelines related to personal hygiene and dress.

• Determine the motivational needs of employees and provide the appropriate environment.
• Stay current with market trends and information (competition, new products, equipment, merchandising techniques).
• Provide continuous education for existing store employees regarding new and updated company and…