Assistant Service Manager

Assistant Service Manager

The Assistant Service Manager is responsible for leading the operations and customer service positions of the Operations and Services Department on a daily basis. The Assistant Service Manager leads store support operations, which include: safety and security protocols, custodial efforts, store-wide supervision, and cross-department labor allocation. This position upholds management best practices, develops and mentors department personnel, adheres to labor guidelines, and ensures others maintain compliance with policy and procedures by establishing clear expectations and carrying out accountability practices. The Assistant Service Manager ensures the follow-through of department procedures related to customer service, department conditions, profitability, staff supervision, productivity, and other workplace conditions, all in a manner that upholds the values of Sacramento Natural Foods Co-op and the cooperative identity.

Department: Operations and Services

Status: Non-exempt

Reports To: Assistant Store Manager

Supervises: Service Clerks

Essential Duties and Responsibilities:

1. Exceed our customers' expectations for service and provide a welcoming environment for all in accordance with the Co-op's customer service standards.
2. Department Operations and Customer Experience
3. Ensures the Store Support department operates effectively and efficiently; facilitates day-to-day operation and guarantees performance standards are met and that employee consistently work towards their ideal and peak performance.
4. Model, provide and ensure customers receive prompt, friendly and courteous services; and in a professional manner that markets our cooperative advantage.
5. Maintain a calm and friendly demeanor with all customers and in all situations.
6. Monitor overall store conditions to ensure cleanliness, functionality, safety, security and ability to meet operational needs and goals.
7. Assist and provide support to department managers in the daily operations of their departments.
8. In collaboration with other team members, create, develop, improve and administer operating standards and procedures.
9. Address daily attendance issues per procedure, re-allocate labor as needed to meet the operating needs of the entire Co-op.
10. Assist as needed with customer service questions and concerns and resolve customer issues, concerns and complaints in a manner that upholds service standards.
11. Respond to safety, security, and operational incidents ensuring the Co-op's standards for service are upheld while minimizing risk and operations disruption.
12. Managerial Duties
13. Communicate, implement, audit and evaluate operating standards and procedures and works with Front End Manager and Assistant Front End managers to design and implement adjustments as needed.
14. Know and adheres to all aspects of the Employee Handbook, current policies and procedures, safety program and collective bargaining agreements.
15. Communicate clear expectations for team and support to ensure expectations are exceeded.
16. Delegate and assign tasks for department personnel as needed and ensure tasks are completed.
17. Provide adequate and timely communication with Department Managers in regards to problems/concerns, opportunities, recognition and other matters of importance.
18. Supervise work performance and conduct of personnel and support the Co-op's performance management practices as needed and in accordance with Co-op policies, procedures, labor and legal guidelines.
19. Model behaviors that support the values of the Co-op, through supportive and participatory leadership, promoting cooperation, team building and motivating employees to achieve goals.
20. Attend and contribute to regular team meetings.
21. Monitor and help ensure that staff are properly attired, including apron/chef coat and nametag, and are mentally and physically prepared for work duty upon arrival.
22. Ensure new hires are trained appropriately and effectively.
23. Contribute to regular performance evaluations and provide coaching as needed.
24. Support the Co-op's security and safety protocols and departmental control measures.
25. Note absences, tardiness, shift changes and other variances or patterns according to procedure. Reallocates labor as needed to meet operating needs.
26. Support the Co-op's marketing and outreach initiatives and contributes to marketing, outreach and events as requested.
27. Model communications with staff that are timely, clear, direct and respectful.
28. Model leadership behaviors to motivate staff and encourage teamwork.
29. Treat staff equitably, fairly, consistently and with respect.
30. Have difficult conversations with employees in regards to job performance and to coach and train all situational confrontations.
31. Other Duties
32. Assist in inventory counts, storewide cleaning and other projects as needed.
33. Attend meetings and events as requested.
34. Ensure equipment repair and maintenance is communicated to appropriate personnel and make adjustments until equipment has been improved.
35. Maintain working knowledge of and able to perform all duties of supervised employees.
36. Demonstrate support for the cooperative values and principles daily.
37. Compile information and contribute to reports as needed.
38. Perform other duties and work in other departments as assigned. Backs up other management functions as needed.
39. Familiar with all core responsibilities for operational employees of Sacramento Natural Foods Co-op.
40. Knows and upholds the Co-op Management General Responsibilities daily.
41. Creates incident reports for all loss prevention incidents.
42. Must be available to work hours based on the needs of the business and the department.

Essential Qualifications:

1. Required Experience
2. 3+ years' previous experience in customer service.
3. 1+ years' previous experience in a supervisory position and/or loss prevention.
4. Relevant experience at Sacramento Natural Foods Co-op may be considered.
5. Language Ability
6. Read and comprehend simple instructions, short correspondence and memos.
7. Communicate effectively and respectfully in oral or written form to staff and customers of diverse backgrounds.
8. Effectively present information in one-to-one and small group situations to customers and other employees.
9. Math Ability
10. Add and subtract two digit numbers and to multiply and divide with 10's and 100's mentally.
11. Perform these calculations using units of U.S. currency and weight measurement, volume and distance.
12. Reasoning Ability
13. Apply common sense understanding to carry out detailed written or oral instructions.
14. Deal with problems involving a few concrete variables in standardized situations.
15. Prioritize work tasks, multi-task, and maintain focus.
16. Create, implement and improve procedures.
17. Computer Skills
18. Use Point of Sale, Microsoft Word, Excel, Email, website and time clock software proficiently.
19. Legal Requirements
20. Maintain and update as needed ServSafe® certification.
21. Maintain and update as needed CPR certification.
22. Maintain and update as needed California Food Handler's Certification.
23. Operational Equipment Skills
24. Operate a forklift.
25. Operate a pallet jack.
26. Operate a hand truck and other equipment carts.
27. Education
28. High school diploma, GED, or equivalent certificate.

Desired Qualifications:

1. 1+ years' Previous experience in food handling.
2. 2+ years experience in retail.
3. Available to work mornings, nights, weekends, and occasionally overnight shifts.

Essential Mental Requirements and Competencies:

1. Problem Solving
2. Identify and resolve problems in a timely manner.
3. Customer Service
4. Manage difficult or emotional customer situations.
5. Communicate respectfully at all times.
6. Solicit customer feedback to improve service.
7. Respond promptly to customer needs.
8. Respond to requests for service and assistance.
9. Managing People
10. Make self available to staff.
11. Delegate and direct duties and assignments tactfully and effectively.
12. Provide regular performance feedback.
13. Develop staff's skills and encourage growth.
14. Train and coach employees.
15. Continually work to improve supervisory skills.