Assistant Service Manager

POSITION SUMMARY

The Assistant Service Manager is responsible for leading the Store Support Department operations and customer service positions of Store Support on a daily basis. The Assistant Service Manager leads store support operations which includes: 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 follow through of department procedures for customer service, department conditions, profitability, staff supervision, productivity and other workplace conditions and in a manner that upholds the values of Sacramento Natural Foods Co-op and the cooperative identity.

DEPARTMENT Store Support

STATUS Non-exempt

REPORTS TO Service 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-ops customer service standards.
2. Department Operations and Customer Experience
   • 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.
   • Exceed our customers expectations for service and provide a welcoming environment for all people and all diverse backgrounds; and in accordance with the Co-ops customer service standards.
   • Model, provide and ensure customers receive prompt, friendly and courteous services; and in a professional manner that markets our cooperative advantage.
   • Maintain a calm and friendly demeanor with all customers and in all situations.
   • Monitor overall store conditions to ensure cleanliness, functionality, safety, security and ability to meet operational needs and goals.
   • Assist and provide support to department managers in the daily operations of their departments.
   • In collaboration with other team members, create, develop, improve and administer operating standards and procedures.
   • Address daily attendance issues per procedure, re-allocate labor as needed to meet the operating needs of the entire Co-op.
   • Assist as needed with customer service questions and concerns and resolve customer issues, concerns and complaints in a manner that upholds service standards.
   • Respond to safety, security, and operational incidents ensuring the Co-ops standards for service are upheld while minimizing risk and operations disruption.
3. Managerial Duties
   • 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.
   • Know and adheres to all aspects of the Employee Handbook, current policies and procedures, safety program and collective bargaining agreements.
   • Communicate clear expectations for team and support to ensure expectations are exceeded.
   • Delegate and assign tasks for department personnel as needed and ensure tasks are completed.
   • Provide adequate and timely communication with Department Managers in regards to problems/concerns, opportunities, recognition and other matters of importance.
   • Supervise work performance and conduct of personnel and support the Co-ops performance management practices as needed and in accordance with Co-op policies, procedures, labor and legal guidelines.
   • 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.
   • Attend and contribute to regular team meetings.
   • 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.
   • Ensure new hires are trained appropriately and effectively.
   • Contribute to regular performance evaluations and provide coaching as needed.
   • Support the Co-ops security and safety protocols and departmental control measures.
   • Note absences, tardiness, shift changes and other variances or patterns according to procedure. Reallocates labor as needed to meet operating needs.
   • Support the Co-ops marketing and outreach initiatives and contributes to marketing, outreach and events as requested.
   • Model communications with staff that are timely, clear, direct and respectful.
   • Model leadership behaviors to motivate staff and encourage teamwork.
   • Treat staff equitably, fairly, consistently and with respect.
   • Have difficult conversations with employees in regards to job performance and to coach and train all situational confrontations.
4. Other Duties
   • Assist in inventory counts, storewide cleaning and other projects as needed.
   • Attend meetings and events as requested.
   • Ensure equipment repair and maintenance is communicated to appropriate personnel and make adjustments until equipment has been improved.
   • Maintain working knowledge of and able to perform all duties of supervised employees.
   • Demonstrate support for the cooperative values and principles daily.
   • Compile information and contribute to reports as needed.
   • Perform other duties and work in other departments as assigned. Backs up other management functions as needed.
   • Familiar with all core responsibilities for operational employees of Sacramento Natural Foods Co-op.
   • Knows and upholds the Co-op Management General Responsibilities daily.
   • Creates incident reports for all loss prevention incidents.

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. Work Experience
   1. 3+ years’ previous experience in customer service.
   2. 1+ years’ previous experience in a supervisory position and/or loss prevention. Relevant experience at Sacramento Natural Foods Co-op may be considered.
2. Language Ability
   • Read and comprehend simple instructions, short correspondence and memos.
   • Write simple correspondence.
   • Effectively present information in one-to-one and small group situations to customers and other employees.
3. Math Ability
   • Add and subtract two digit numbers and to multiply and divide with 10s and 100s mentally.
   • Perform these calculations using units of U.S. currency and weight measurement, volume and distance.
4. Reasoning Ability
   • Apply common sense understanding to carry out detailed written or oral instructions.
   • Deal with problems involving a few concrete variables in standardized situations.
   • Prioritize work tasks, multi-task, and maintain focus.
   • Create, implement and improve procedures.
5. Computer Skills
   • Use Point of Sale, Microsoft Word, Excel, Email, website and time clock software proficiently.
6. Work Experience
   • 3+ years previous experience in customer service.
   • 1+ years previous experience in a supervisory position.
   • 1+ years previous experience in loss prevention.
7. Legal Requirements
   • Maintain and update as needed ServSafe® certification.
   • Maintain and update as needed CPR certification.
8. Operational Equipment Skills
   • Operate a forklift.
   • Operate a pallet jack.
   • Operate a hand truck and other equipment carts.

ESSENTIAL MENTAL REQUIREMENTS AND COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

1. Problem Solving
   • Identify and resolve problems in a timely manner.
2. Customer Service
   • Manage difficult or emotional customer situations.
   • Communicate respectfully at all times.
   • Respond promptly to customer needs.
   • Respond to requests for service and assistance.
3. Managing People
   • Make self-available to staff.
   • Delegate and direct duties and assignments tactfully and effectively.
   • Develop staffs skills and encourage growth.
   • Train and coach employees.
   • Continually work to improve supervisory skills.
4. Adaptability
   • Adapt to changes in the work environment.
   • Manage competing demands.
   • Deal with frequent change, delays, and unexpected events.
5. Attendance and Punctuality
   • Consistently report to work and arrive on time.
   • Ensure work responsibilities are covered when absent.
   • Arrive at meetings and appointments on time.
6. Dependability
   • Respond to management direction.
   • Commit to meeting department goals and expectations.
   • Complete tasks on time.
7. Quality
   • Demonstrate accuracy and thoroughness.
   • Look for ways to improve and promote quality.
   • Apply feedback to improve performance.
   • Monitor own work to ensure quality.
8. Quantity
   • Work quickly and accurately with a sense of urgency.
   • Meet productivity standards.
   • Strive to increase productivity.
9. Safety and Security
   • Use equipment and materials properly.
   • Protect the safety of self, co-workers, and Co-op customers at all times.
   • Report any potentially harmful equipment or situations to immediate supervisor without delay.
   • Report safety-related accidents and incidents immediately to a manager.
   • Follow all safety policies and procedures.
   • Operate equipment properly and in a safe manner that will not lead to injury of self or others.
   • 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
   • Stand for extended periods of time.
   • Use hands to grasp, handle, and feel.
   • Reach with hands and arms.
   • Walk, climb, balance, and stoop.
   • Lift and move up to 30 pounds.
   • Talk and hear.
2. Occasional Physical Demands
   • Lift and move up to 50 pounds.
3. Specific Vision Ability
   • Close vision, distance vision, peripheral vision, and depth perception.
4. Availability
   • Evening and weekend availability.

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

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and require employees to perform other tasks as circumstances or conditions of its business, competitive considerations or the work environment change.

Sacramento Natural Foods Co-op provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, national origin, religion, sex, gender, gender expression, pregnancy, childbirth, perceived pregnancy, reproductive health decision making, age, sexual orientation, marital status, mental or physical disability status, medical conditions, military/veteran status, political activities/affiliations, status as a victim of domestic violence, genetic information, or any other characteristics protected by federal, state, or local laws.