Customer Service Supervisor

2 months ago

Humboldt, Iowa, United States Hy-Vee Full time

At Hy-Vee, we recognize that our employees are our most valuable resource. Our commitment to providing "a helpful smile in every aisle" can only be fulfilled through a motivated and dedicated team focused on supporting our customers and one another.

About the Company:
Hy-Vee is renowned for its commitment to exceptional customer service and collaborative teamwork.

Job Overview:

Position Title:
Service Manager

Department:
Grocery

FLSA Status:
Non-Exempt

General Purpose:
Responsible for delivering friendly and efficient customer service, ensuring all customer needs are addressed. Manages and coordinates employee activities or performs tasks across various levels.Core Competencies:
  • Partnerships
  • Growth mindset
  • Results-oriented
  • Customer-focused
  • Professionalism
Reporting Structure:

Accountable to:
District Store Director; Store Manager; Assistant Managers of HWH, Perishables, Store Operations, and eCommerce

Positions Reporting to You:
All positions except those specified above or designated by the Store Director

Key Responsibilities:
  • Cultivates a positive environment, promoting a friendly and enjoyable atmosphere through teamwork and adaptability.
  • Motivates employees to greet and assist customers promptly, leading by example with courteous and efficient service.
  • Provides attentive, patient, and effective customer service, treating customers with the highest regard.
  • Welcomes and assists customers in a warm manner, striving to remember their names.
  • Aids customers by:
* guiding them to products* retrieving hard-to-reach items* assisting with heavy items* communicating customer suggestions* enhancing the shopping experience.
  • Responds to incoming calls promptly and assists customers professionally.
  • Acts as a leader, fostering positive employee relations.
  • Plans and assigns work schedules, ensuring tasks are completed effectively.
  • Oversees employee activities in all store areas in the absence of Department Managers.
  • Learns pricing strategies for merchandise in accordance with company guidelines.
  • Ensures outstanding customer service, addressing customer concerns swiftly.
  • Evaluates employee performance for potential actions such as promotions or terminations.
  • Provides safety training, maintains a secure work environment, and manages customer incidents.
  • Manages store data for sales, inventory, and reporting.
  • Orders merchandise, verifies deliveries, and ensures quality and stock levels are upheld.
  • Trains employees on store policies, procedures, and safety protocols.
  • Ensures adherence to company policies and procedures.
  • Assists in resolving work-related issues and promotes store services to drive sales.
  • Understands basic store accounting principles.
  • Complies with hygiene and dress code standards.
  • Maintains punctuality and attendance.
Additional Responsibilities:
  • Identifies employees' motivational needs and fosters a supportive working environment.
  • Stays informed on market trends, competition, and new products.
  • Provides ongoing training on company and store policies to current staff.
  • Handles cash transactions and suggests cost-saving measures.
  • Reviews personnel records, oversees shelf allocation, and assists in other store areas as necessary.
  • Performs other related duties and special projects as assigned.
Knowledge, Skills, Abilities, and Worker Characteristics:
  • Ability to solve practical problems and interpret instructions.
  • Proficiency in arithmetic calculations involving fractions, decimals, and percentages.
  • Strong communication and interpersonal skills.
Education and Experience:
  • High School diploma or equivalent.
  • Preferably two or more years of relevant work experience.
Supervisory Responsibilities:
  • Instructs, reviews, and coordinates the work of others.
  • Participates in employee selection and addresses personnel issues.
  • Makes recommendations on employee transfers, promotions, and disciplinary actions.
Physical Requirements:
  • Must be able to perform medium physical work.
  • Visual acuity, depth perception, color vision, and field of vision required.
  • Capable of various physical activities and repetitive motions.
Working Conditions:
Exposed to dust, noise, and varying temperatures in a fast-paced environment.

Equipment Used:
  • Pallet jack, box cutter, cash registers, knives, and various other tools.
  • Utilizes communication devices, office equipment, and delivery vehicles.
Financial Responsibility:
Authorized to purchase merchandise, order repairs, and handle cash transactions.

Contacts:
Regular interactions with customers, employees, suppliers, and periodic contacts with regulatory agencies.

Confidentiality:
Access to sensitive data regarding pricing, sales reports, and financial information.

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