Head of Ecommerce Customer Service

Service Manager

At Hy-Vee, we believe the shortest distance between two people is a smile. We're seeking people with a passion for customer service, a willingness to learn, and a commitment to being part of a team that strives to make our customers' lives easier, healthier and happier.

The Role and Why It's Important

The Service Manager keeps the store running smoothly by supervising and coordinating the activities of employees across all departments, ensuring customers receive prompt, friendly service at every turn. In this role, you'll lead by example, manage schedules, handle customer issues, oversee merchandising and compliance, and step in wherever the store needs you most.

If you are an experienced retail leader who thrives in a fast-paced environment and takes pride in developing people and delivering results, we'd love to have you on our team.

What You'll Do

No two days are exactly the same, but here's what you can expect:

Provide prompt, friendly customer service by greeting customers with a smile, learning their names, and going out of your way to make every visit a great one

Lead by example and maintain positive employee relations, creating an atmosphere of friendliness, teamwork, and accountability throughout the store

Plan, prepare, and adjust work schedules, assign employees to specific duties, and follow up to ensure tasks are completed properly and on time

Supervise and coordinate activities of employees across all areas of the store in the Department Manager's absence, or perform the work necessary at all job levels

Ensure proper customer service throughout the store and address specific customer issues promptly and professionally

Train workers in store policies, department procedures, and job duties and provide ongoing education for employees on updated policies and procedures

Evaluate employee performance and recommend personnel actions such as promotions, transfers, or dismissals

Train and enforce safety procedures to provide a safe and healthy work environment; fill out customer accident forms and first reports of injury as needed

Order merchandise, verify deliveries, ensure quality, and report discrepancies between orders and received product

Determine the location of ad and promotional displays and ensure product quality and quantities meet customer and store demands

Compile, store, retrieve, and understand managerial data including sales, inventory reports, and ad and display projections

Review personnel records for completeness and accuracy and understand the basics of the payroll system

Handle cash registers and Western Union, money order, and hunting and fishing license transactions

Recommend cost reduction programs and additions, deletions, and shelf allocation of merchandise

Handle confidential information including pricing, sales reports, profit and loss reports, and employee wages with discretion

Adhere to all Hy-Vee policies and store guidelines

Report to work when scheduled and on time

Your Skills

Solve practical problems and interpret instructions across a variety of situations with limited standardization

Perform arithmetic calculations involving fractions, decimals, and percentages accurately

Interview to obtain basic information, guide and direct people clearly, follow technical manuals, and maintain increased contact with customers and employees

Lead and develop a team while building a collaborative, customer-focused store culture

Reporting Relationships

Accountable and Reports to: Store Director; Store Manager; Assistant Managers of HWH, Perishables, Store Operations, and eCommerce

Direct Reports: All positions except those listed above or as designated by the Store Director

Education and Experience

High school diploma or equivalent experience required

Two or more years of similar or related work experience preferred

Physical Requirements

Frequently stand and walk throughout a shift in sales, food service, or delivery areas

Where applicable to the role: ability to safely use sharp knives and blades for food preparation

Where applicable to the role: exposure to heat- and burn-related hazards associated with cooking, baking, or grilling equipment

Where applicable to the role: ability to operate a delivery vehicle in accordance with applicable DOT standards

Perform repetitive standing, walking, reaching, and bending associated with order fulfillment, POS transactions, and cleaning/sanitation duties

Working Environment

This is a fast-paced role in a retail store environment where you will be active throughout the store. You will have exposure to dust, noise, and temperature extremes, with possible equipment movement hazards and occasional exposure to cleaning chemicals or solvents. Safety is always a priority, and training is provided to help ensure a safe and supportive work environment.

The anticipated hourly starting wage for this position is $14.00 to $17.50 depending on experience.

Hy-Vee