Service Supervisor

About the Role

The Service Supervisor is responsible for supporting front-end operations and ensuring exceptional customer service throughout the store. This position assists in supervising service clerks, cashiers, courtesy clerks, and front-end associates while promoting a positive shopping experience. The Service Supervisor helps maintain operational efficiency, customer satisfaction, and compliance with company policies and procedures.

Responsibilities

• Front-End Operations:
  • Supervise daily front-end activities, including checkout operations, customer service, and store support functions.
  • Monitor checkout lanes to ensure efficient customer flow and minimize wait times.
  • Oversee cash handling procedures, till accountability, and register compliance.
  • Ensure adequate front-end staffing throughout the business day.
  • Support opening, closing, and shift transition routines.
• Customer Service:
  • Deliver exceptional customer service and promote a customer-first culture.
  • Address customer questions, concerns, and complaints professionally and promptly.
  • Assist with refunds, exchanges, overrides, and other customer transactions as authorized.
  • Foster positive customer interactions that encourage loyalty and repeat business.
  • Maintain a welcoming and professional store environment.
• Team Leadership:
  • Train, coach, and develop front-end associates on customer service and operational standards.
  • Assign daily responsibilities and monitor associate performance.
  • Provide ongoing feedback and support to improve productivity and engagement.
  • Promote teamwork, accountability, and a positive work environment.
  • Serve as a leader and resource for associates throughout the store.
• Operational Excellence:
  • Ensure compliance with company policies, procedures, and service standards.
  • Monitor store conditions and communicate operational concerns to management.
  • Support execution of store promotions, loyalty programs, and customer service initiatives.
  • Maintain organization and cleanliness in front-end and customer service areas.
  • Assist with maintaining proper supplies and equipment for front-end operations.
• Safety & Compliance:
  • Enforce company safety standards and operational procedures.
  • Ensure compliance with cash handling, loss prevention, and security requirements.
  • Address and report safety hazards or operational issues promptly.
  • Support emergency procedures and incident response as required.
  • Maintain required records and documentation accurately.
• Financial Performance:
  • Support store sales and service objectives through effective front-end operations.
  • Help minimize cash shortages, operational errors, and shrink.
  • Promote productivity and efficient use of labor resources.
  • Support store initiatives designed to improve customer satisfaction and profitability.

Qualifications

• High school diploma or equivalent preferred.
• Previous retail, grocery, customer service, or supervisory experience preferred.
• Strong leadership, communication, and customer service skills.
• Ability to multitask and make decisions in a fast-paced environment.
• Basic computer, cash handling, and problem-solving skills.
• Ability to work collaboratively with all store departments.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to bend, reach, lift, and carry up to 25 pounds.
• Ability to perform repetitive motions associated with front-end operations.
• Flexible schedule, including evenings, weekends, and holidays.
• Ability to work in a fast-paced retail environment.

Key Competencies

• Leadership
• Customer Focus
• Communication
• Team Development
• Problem Solving
• Conflict Resolution
• Time Management
• Operational Excellence
• Attention to Detail
• Results Orientation

Benefits

• Competitive wages paid weekly
• Access to up to 50% of your earned wages before payday, via our partnership with Stream
• Associate discounts
• Health and financial well-being benefits for eligible associates (Medical, Dental, 401k, and more!)
• Time off (vacation, holidays, sick pay)
• Leaders invested in your training, career growth, and development
• An inclusive work environment with talented colleagues who reflect the communities we serve