Harveys Supermarkets
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Customer Service Mgr
role at
Harveys Supermarkets
Location: Lakeland, FL
We are committed to a culture of belonging and fostering an inclusive environment where we celebrate differences. We empower everyone to be their full, authentic selves.
Job Purpose Creates an outstanding customer experience while directing and supervising all functions, duties and activities of the front end. Ensures that all current customer service, cash control, labor control, expense and supply controls, asset protection, maintenance, physical safety, food safety, associate and customer engagement policies are being followed. This role will create a shopping and working environment that exemplifies the company’s commitment to and vision of service, quality and neighborhood partnerships. The position will develop a strong company bench by identifying and developing individuals’ skills and abilities for future advancement. It is a working manager position that requires a balance of physical labor, delegation, team building and leadership, planning, and administrative work.
Key Performance Indicators
Overall Customer Satisfaction OSAT (Service)
– Gauges the customer experience in each respective area of the business. Focus on Assortment, Cleanliness, Freshness, Staff Friendliness and Stock Availability.
Produce Scanning
– Ensures the customers are correctly charged, the department is replenished properly and decreases the risk of shrink.
Items per Bag
– Gauges the potential over spending of bags when not meeting the company goal.
Essential Responsibilities
Store Leadership (30%)
– Leads and empowers teams to deliver a great shopping experience, aligns with company vision, goals, and policies, and maintains open communication channels for ideas and feedback. Demonstrates exceptional customer service, ensuring associates greet, assist, and thank customers promptly and courteously.
Fiscal Leadership (30%)
– Assists in managing the fiscal budget, inventory, shrink, expenses, labor and supply management, and cash control. Maximizes sales and profits, analyzes P&L for opportunities, and communicates findings and plans with the store manager.
Department Leadership (15%)
– Trains and coaches teams on KPIs, customer service, product knowledge, suggestive selling, safety, and sanitation. Ensures all policies and directives are communicated and executed promptly and in compliance with federal, state, and company codes.
Associate Leadership (15%)
– Hires and trains new associates, oversees onboarding and training, coaches associates, holds them accountable, and ensures adherence to all employment laws and company procedures.
Safety and Compliance (10%)
– Adheres to all regulatory compliance requirements related to food safety, USDA & COOL, and DOA. Executes all product recalls and withdrawals promptly, cultivates a culture of safety, ensures equipment is in good repair, and reports safety hazards.
Disclaimer
– Performs other job-related duties as assigned.
Qualifications
Required Education
– High School Diploma or Equivalent
Preferred Education
– Bachelor's Degree in Business or a related field
Language(s) Required
– English
Language(s) Preferred
– English and Spanish
Relevant Experience
– Supervisory Experience: 3-6 years minimum
Knowledge, Skills & Abilities
– Authorization to work in the United States; successful completion of pre-employment drug testing and background check; proficiency with computer applications used in effectively operating the department; strong customer service skills; exceptional interpersonal, motivational and communication skills; possession of Food Safety Certification or ability to obtain within 180 days; high standard of integrity and reliability.
Environmental Factors – Physical Demands Retail – Location Management. Must regularly stand or walk, use manual dexterity, reach at waist level or overhead, carry, push, or lift various loads up to specified weights. May sit, balance, stoop, kneel, crouch, and climb up to 30 ft. Working conditions include indoor, outdoor, cold, freezing, heated, and wet/humid environments. Requires safety awareness of slips, equipment hazards, loud noise, irritants, and toxins. Required equipment includes cleaning supplies, office equipment, register, pricing gun, scales, scanner and department-specific tools. Protective gear includes goggles, gloves, and other PPE.
Travel & Shift Travel: N/A. Overnight: Occasional. Shift(s): Varied shifts including morning, afternoon, evening, and closing. Includes a minimum of one closing shift each week.
Job Tag: #HS
#J-18808-Ljbffr
Customer Service Mgr
role at
Harveys Supermarkets
Location: Lakeland, FL
We are committed to a culture of belonging and fostering an inclusive environment where we celebrate differences. We empower everyone to be their full, authentic selves.
Job Purpose Creates an outstanding customer experience while directing and supervising all functions, duties and activities of the front end. Ensures that all current customer service, cash control, labor control, expense and supply controls, asset protection, maintenance, physical safety, food safety, associate and customer engagement policies are being followed. This role will create a shopping and working environment that exemplifies the company’s commitment to and vision of service, quality and neighborhood partnerships. The position will develop a strong company bench by identifying and developing individuals’ skills and abilities for future advancement. It is a working manager position that requires a balance of physical labor, delegation, team building and leadership, planning, and administrative work.
Key Performance Indicators
Overall Customer Satisfaction OSAT (Service)
– Gauges the customer experience in each respective area of the business. Focus on Assortment, Cleanliness, Freshness, Staff Friendliness and Stock Availability.
Produce Scanning
– Ensures the customers are correctly charged, the department is replenished properly and decreases the risk of shrink.
Items per Bag
– Gauges the potential over spending of bags when not meeting the company goal.
Essential Responsibilities
Store Leadership (30%)
– Leads and empowers teams to deliver a great shopping experience, aligns with company vision, goals, and policies, and maintains open communication channels for ideas and feedback. Demonstrates exceptional customer service, ensuring associates greet, assist, and thank customers promptly and courteously.
Fiscal Leadership (30%)
– Assists in managing the fiscal budget, inventory, shrink, expenses, labor and supply management, and cash control. Maximizes sales and profits, analyzes P&L for opportunities, and communicates findings and plans with the store manager.
Department Leadership (15%)
– Trains and coaches teams on KPIs, customer service, product knowledge, suggestive selling, safety, and sanitation. Ensures all policies and directives are communicated and executed promptly and in compliance with federal, state, and company codes.
Associate Leadership (15%)
– Hires and trains new associates, oversees onboarding and training, coaches associates, holds them accountable, and ensures adherence to all employment laws and company procedures.
Safety and Compliance (10%)
– Adheres to all regulatory compliance requirements related to food safety, USDA & COOL, and DOA. Executes all product recalls and withdrawals promptly, cultivates a culture of safety, ensures equipment is in good repair, and reports safety hazards.
Disclaimer
– Performs other job-related duties as assigned.
Qualifications
Required Education
– High School Diploma or Equivalent
Preferred Education
– Bachelor's Degree in Business or a related field
Language(s) Required
– English
Language(s) Preferred
– English and Spanish
Relevant Experience
– Supervisory Experience: 3-6 years minimum
Knowledge, Skills & Abilities
– Authorization to work in the United States; successful completion of pre-employment drug testing and background check; proficiency with computer applications used in effectively operating the department; strong customer service skills; exceptional interpersonal, motivational and communication skills; possession of Food Safety Certification or ability to obtain within 180 days; high standard of integrity and reliability.
Environmental Factors – Physical Demands Retail – Location Management. Must regularly stand or walk, use manual dexterity, reach at waist level or overhead, carry, push, or lift various loads up to specified weights. May sit, balance, stoop, kneel, crouch, and climb up to 30 ft. Working conditions include indoor, outdoor, cold, freezing, heated, and wet/humid environments. Requires safety awareness of slips, equipment hazards, loud noise, irritants, and toxins. Required equipment includes cleaning supplies, office equipment, register, pricing gun, scales, scanner and department-specific tools. Protective gear includes goggles, gloves, and other PPE.
Travel & Shift Travel: N/A. Overnight: Occasional. Shift(s): Varied shifts including morning, afternoon, evening, and closing. Includes a minimum of one closing shift each week.
Job Tag: #HS
#J-18808-Ljbffr