Service Manager

Service Manager

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. This position 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.

Core competencies include partnerships, growth mindset, results oriented, customer focused, and professionalism. Reporting relations include accountability to the District Store Director, Store Manager, and Assistant Managers of HWH, Perishables, Store Operations and eCommerce. Positions that report to this role include all positions except those listed above or designated by the Store Director.

Primary duties and responsibilities include maintaining a positive attitude; creating an atmosphere of friendliness and fun through flexibility and teamwork. Generating a friendly atmosphere by encouraging employees to greet and speak to customers; providing prompt, courteous, and efficient service to customers and setting a good example. Providing 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. Smiling and greeting customers in a friendly manner, whether the encounter takes place in the employee's designated department or elsewhere in the store. Making an effort to learn customers' names and to address them by name whenever possible. Assisting 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. Answering the telephone promptly and providing friendly, helpful service to customers who call. Performing as a leader and role model and maintaining positive employee relations. Planning, preparing, and adjusting work schedules and assigning employees to specific duties and following up to ensure duties are properly completed in a timely manner. Supervising and coordinating activities of employees in all areas of the store (in Department Managers absence) or performing the work necessary at all job levels. Learning to formulate pricing philosophies or merchandise, following guidelines established by the Store Director. Ensuring proper customer service throughout the store and addressing specific customer issues. Evaluating employee performance to recommend personnel actions in their respective area such as promotion, transfer, or dismissal. Training and enforcing safety procedures to provide a safe and healthy work environment for employees and customers and filling out customer accident forms. Working safely to prevent on-the-job injuries, filling out first report of injury, and assigning light duty as necessary. Compiling, storing, retrieving, and understanding managerial data (i.e. sales, inventory reports, ad and display projections / actuals, etc.). Ordering merchandise (new product, promotional, seasonal, or to replenish merchandise on hand), verifying delivery of merchandise, ensuring quality, comparing record with merchandise ordered, and reporting discrepancies. Training workers in store policies, department procedures, and job duties. Ensuring compliance of employees with established policy / law, security, sales, and record keeping procedures and practices. Determining location of ad and promotional displays, ensuring product quality and quantities to meet customer and store demands and profitability. Conferring with employees and assisting in solving problems affecting job performance and of established policies and procedures. Explaining store services to potential personal and business account customers to generate additional business for the store. Understanding the basics of store accounting. Maintaining strict adherence to department and company guidelines related to personal hygiene and dress. Adhering to company policies and individual store guidelines. Reporting to work when scheduled and on time.

Secondary duties and responsibilities include determining the motivational needs of employees and providing the appropriate environment. Staying current with market trends and information (i.e.; competition, new products, equipment, merchandising techniques). Providing continuous education for existing store employees regarding new and updated company and store policies, procedures, and job duties. Selling merchandise to company employees, customers or issuing merchandise upon requisition by authorized personnel (inter-store transfers). Handling cash registers. Recommending cost reduction programs. Reviewing personnel records to ensure completeness, accuracy, and timeliness and understanding the basics of the payroll system. Recommending additions, deletions, and shelf allocation of merchandise to be sold in any department. Assisting in other areas of store as needed. Performing other job related duties and special projects as required.

Knowledge, skills, abilities, and worker characteristics include the ability to solve practical problems; variety of variables with limited standardization; interpret instructions. Ability to do arithmetic calculations involving fractions, decimals, and percentages. Possess the ability to interview to obtain basic information; guide people to provide basic direction; follow technical manuals and have increased contact with people.

Education and experience include high school or equivalent experience. Two years or more of similar or related work experience preferred.

Supervisory responsibilities include instructing, assigning work, reviewing work, planning the work of others, maintaining standards, allocating personnel, and coordinating the activities of others. Selects new employees and acts on employee problems. Has the authority to recommend employee transfers, promotions, discipline, discharge, and salary adjustments.

Physical requirements include the ability to physically perform medium work : exerting up to 50 pounds of force occasionally and 20 pounds of force frequently, and 10 pounds of force constantly to move objects. Visual requirements include vision from less than 20 inches to more than 20 feet with or without correction, depth perception, color vision, and field of vision. Must be able to perform the following physical activities : climbing, balancing, stooping, kneeling, reaching, standing, walking, pulling, lifting, grasping, feeling, talking, hearing, and repetitive motions.

Working conditions include exposure to dust, noise, and temperature extremes. There are possible equipment movement hazards; electrical shock, and exposure to chemicals and solvents. This is a fast paced work environment.

Equipment used to perform job includes pallet jack, box cutter, cash registers, knives, trash compactor, cardboard baler, fork lift, computer, calculator, telephone, FAX machine, two wheeler, register computer, ordering machine, use of limited power equipment, delivery vehicle, Western Union, Hunting / Fishing license computer, and money order machine.

Financial responsibility includes being authorized to purchase merchandise and supplies and order repairs on equipment.

Contacts include daily contact with customers, employees, suppliers / vendors, and the general public. Occasional contact with federal or state regulatory agencies regarding inspections.

Confidentiality includes access to confidential information which may include pricing, sales reports, profit and loss reports, and wages.

The anticipated hourly starting wage for this position is $16.50 to $20.60 depending on experience. For information on company benefits visit