Service Supervisor

Position Summary

The Service Supervisor plays a key leadership role in delivering an exceptional customer experience and driving front-end operational excellence.

Key Responsibilities

• Deliver outstanding customer service by setting the tone on the front end and resolving customer concerns promptly and professionally

• Maintain fast, friendly, and accurate checkout experiences at all registers and service desks

• Monitor front-end flow and adjust staffing to minimize wait times

• Promote loyalty programs, digital tools, and store initiatives to enhance engagement

Front-End Operations

• Oversee daily front-end operations including registers, self-checkout, service desk, and cart management

• Maintain proper cash handling procedures, balancing tills, and securing assets

• Ensure compliance with all company policies, safety standards, and regulatory requirements

• Support opening and closing procedures, including cash office processes when needed

Team Leadership & Development

• Supervise, coach, and motivate front-end associates to achieve performance expectations

• Aid with hiring, onboarding, and training new employees

• Provide ongoing feedback, recognition, and accountability to drive engagement and results

• Create and maintain a positive, inclusive, and teamwork-focused environment

Merchandising & Store Standards

• Maintain front-end cleanliness, organization, and merchandising standards (impulse displays, promotional signage)

• Ensure carts, baskets, and entry areas are stocked and presentable

• Partner with store leadership to execute seasonal and promotional programs

Performance & Productivity

• Monitor key performance indicators such as transaction speed, customer satisfaction, and labor productivity

• Support labor planning by adjusting breaks and schedules to meet business needs

• Identify opportunities for process improvements and efficiency gains

Qualifications

• A high school diploma or equivalent is required

• One to two years of retail or customer service experience is preferred (leadership experience is a plus)

• Strong communication, problem-solving, and organizational skills are essential

• The ability to work in a fast-paced environment and handle multiple priorities is necessary

• Proficiency with basic retail technology and POS systems is required

Physical Requirements

• Ability to stand for extended periods and move throughout the store

• Frequent lifting, pushing, and pulling of up to 25 lbs

• Ability to work a flexible schedule including evenings, weekends, and holidays

Key Competencies

• Customer Focus

• Leadership & Team Development

• Operational Excellence

• Communication & Conflict Resolution

• Accountability & Results Orientation

Career Path Opportunities

Service Operations Manager, Assistant Store Director, Store Director