Second Service Manager

About the role

Provides prompt, efficient and friendly customer service. Monitors and maintains the sales floor operations and the technology necessary to do so. Successfully handles customer/employee relations.

Core competencies

• Partnerships
• Growth mindset
• Results oriented
• Customer focused
• Professionalism

Reporting relations

Accountable and reports to: District Store Director, Store Manager, Assistant Managers of Store Operations, Perishables, and Health Wellness Home.

Positions that report to you: All positions except those listed above and department heads.

Primary duties and responsibilities

• Maintains a positive attitude; creates an atmosphere of friendliness and fun through flexibility and teamwork.
• Generates a friendly atmosphere by encouraging employees to greet and speak to customers; providing prompt, courteous, and efficient service to customers and sets a good example.
• Monitors and maintains the sales floor operations and the technology necessary for the successful handling of customers.
• Provides 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.
• Makes an effort to learn customers' names and to address them by name whenever possible.
• Assists customers by: escorting them to the products they are looking for; securing products that are out of reach; loading or unloading heavy items; making note of and passing along customer suggestions or requests; performing other tasks in every way possible to enhance the shopping experience.
• Answers the telephone promptly and provides friendly, helpful service to customers who call.
• Trains employees in store policies, department procedures, and job duties.
• Ensures proper customer service throughout the store and addresses specific customer issues.
• Exercises and ensures cleanliness, sanitation, maintenance of equipment, and appearance of the entire store and property.
• Learns to formulate pricing philosophies or merchandising following guidelines established by the Store Manager.
• Orders merchandise (new product, promotional, seasonal, or to replenish merchandise on hand), verifies delivery of merchandise, ensures quality, compares record with merchandise ordered, and reports discrepancies.
• Recruits and interviews job applicants to recommend or determine employment.
• Ensures compliance of employees with established policy/law, security, sales, and record keeping procedures and practices.
• Approves checks written for cash or payment of merchandise purchased.
• Coordinates backroom facilities and equipment; recommends changes in allocation of space.
• Distributes money to cash registers as needed; responsible for cash accountability of cash registers and safe.
• Inspects merchandise to ensure it is correctly priced and displayed; corrects mispriced items in the computer.
• Maintains strict adherence to department and company guidelines related to personal hygiene and dress.
• Adheres to company policies and individual store guidelines.
• Reports to work when scheduled and on time.

Secondary duties and responsibilities

• Determines the motivational needs of employees and provides the appropriate environment.
• Suggests improvements in work methods and procedures by observing and listening to employees/customers.
• Prepares sketches or floor plans of proposed displays.
• Develops layout, selects theme, colors, and props, and requisitions materials.
• Oversees and participates in construction of displays.
• Participates in continuing education through reviewing articles in trade publications.
• Recommends cost reduction programs.
• Makes corrections, additions or deletions to employee's schedules.
• Sells merchandise to company employees, customers or issues merchandise upon requisition by authorized personnel (inter-store transfers).
• Handles cash registers.
• Resets new and current items in aisles.
• Performs other job related duties and special projects as required.

Supervisory responsibilities

• 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 and approve employee transfers, promotions, discipline, discharge, and salary adjustments.

Knowledge, skills, abilities and worker characteristics

• Must have 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

High school or 1 year of similar or related work experience.

Physical requirements

• Must be able to physically perform medium work: exerting up to 50 pounds of force occasionally, 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

This position is exposed 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

• Pallet jack
• Box cutter
• Cash registers
• Knives
• Trash compactor
• Cardboard baler
• Fork lift
• Computer
• Calculator
• Telephone
• Copy and fax machine
• Two wheeler
• Register computer
• Delivery vehicle

Contacts

• Daily contact with customers, fellow employees, suppliers/vendors, and the general public.
• Occasional contact with federal or state regulatory agencies regarding inspections.

Confidentiality

Has access to confidential information which may include pricing, sales reports, and profit and loss reports.

Additional requirements

• Must be 18 years of age or older.
• Employment is contingent upon the successful completion of a pre-employment drug screen.