Assistant Service Manager

Job Description

Job Description

Description:

POSITION SUMMARY

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

ESSENTIAL QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

Desired knowledge, skills, ability and experience are not essential to be able to perform the essential duties of the position.

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

To perform the job successfully, an individual should demonstrate the following 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.
16. Adaptability
17. Adapt to changes in the work environment.
18. Manage competing demands.
19. Deal with frequent change, delays, and unexpected events.
20. Attendance and Punctuality
21. Consistently report to work and arrive on time.
22. Ensure work responsibilities are covered when absent.
23. Arrive at meetings and appointments on time.
24. Dependability
25. Respond to management direction.
26. Commit to meeting department goals and expectations.
27. Complete tasks on time or notify appropriate person with an alternate plan.
28. Quality
29. Demonstrate accuracy, thoroughness and attention to detail.
30. Look for ways to improve and promote quality.
31. Apply feedback to improve performance.
32. Monitor own work to ensure quality.
33. Quantity
34. Meet and strive to increase productivity standards.
35. Complete work in a timely manner.
36. Work quickly and accurately with a sense of urgency.
37. Safety and Security
38. Use equipment and materials properly.
39. Protect the safety of self, co-workers, and Co-op patrons at all times.
40. Report any potentially harmful equipment or situations to a supervisor without delay.
41. Report safety-related accidents and incidents to a manager immediately.
42. Follow all safety policies and procedures.
43. Operate equipment properly and in a safe manner that will not lead to injury of self or others.
44. Follow all safe food handling guideline as required by local, state, and federal laws.

ESSENTIAL PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent Physical Demands
2. Stand for extended periods of time.
3. Use hands to grasp, handle, and feel.
4. Reach with hands and arms.
5. Walk, climb, balance, and stoop, squat and kneel.
6. Lift and move up to 30 pounds.
7. Talk and hear.
8. Occasional Physical Demands
9. Lift and move up to 50 pounds.
10. Specific Vision Ability
11. Close vision, distance vision, peripheral vision, and depth perception.

WORK ENVIRONMENT

The work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent exposure
2. Extreme cold (non-weather).
3. Standing on cement floors.
4. Fumes or airborne particles ranging from natural to chemical.
5. Hand washing and wearing disposable gloves.
6. Work with knives and other tools including plastic and metal.
7. Work with various cleaning products including bleach.
8. Handle meat, seafood, dairy, and other animal products as well as nuts, soy, corn, and other non-animal products.
9. Occasional exposure
10. Cold to hot, and wet or humid conditions (weather and non-weather).
11. The noise level in the environment is usually moderate to loud.
12. May require travel with various forms of transportation including overnight stays.

Requirements: