Service Manager

  • Manager
  • Cornwall - 814 Sydney Street
  • Posted 1 week ago

Reporting to the Store Manager, the incumbent is responsible for ensuring that all objectives and goals of the department and store, as communicated by the Store Manager, are met and/or exceeded and for the day-to-day management of specific aspects of the department including ordering, merchandising, labour scheduling and customer service. The performance of the duties must ensure a quality service approach to all employees, customers and suppliers. All responsibilities must be performed in a manner consistent with the Farm Boy vision, mission, and the Farm Boy Way.

Major Responsibilities:

  1. Provide superior customer service and deal with any serious customer complaints or concerns as well as teach and empower all staff to do the same
  2. Work with the Store Manager and the Front End Specialist in developing systems and strategies aimed at accomplishing stated goals and quotas and to monitor all systems, programs and initiatives
  3. Organize and lead regular staff meetings and coordinate department activity ensuring that goals are properly communicated and attained
  4. Promote company policy (as communicated in meetings, policy and procedure manuals, employee handbooks, written directives) and ensure compliance
  5. Safeguard the integrity of Farm Boy’s financial information
  6. Ensure compliance with Government regulations and health and safety standards
  7. Communicate weekly, the supply and packaging orders necessary for the department to the Store Manager
  8. Monitor fund movement (e.g., safe balancing, coin order, re-deposit)
  9. Perform opening and closing procedures for the department and for the Store as required by the Store Manager, and be on call for alarm system as designated
  10. Monitor financial and performance results and contribute to the achievement of financial success
  11. Maintain manual and automated data storage and manipulation systems
  12. Supervise department staff and be accountable for the performance and actions of employees and conduct employee performance appraisal at designated time intervals
  13. Develop a competent and qualified front-end team (e.g., improving knowledge of fruits and vegetables, codes, robbery)
  14. Preserve integrity of front-end staff (e.g., oversee refunds, cashiers’ over/short report, audit float)
  15. Schedule staff and verify attendance and payroll records prior to sending them to the Store Manager or payroll department for processing
  16. Assist in the hiring of staff as coordinated by the Store Manager and according to the customer service standards and employee profile at Farm Boy
  17. Foster employee development, motivation and recognition
  18. Assist and relieve other members of the management team as may be requested or required by the Store Manager
  19. May be requested to undertake other related duties on a periodic basis


 Knowledge, Skills and Abilities:

  • Typically requires completion of a post-secondary program with an emphasis in business management, plus a minimum of 3 years of progressively responsible supervisory or management experience in a similar role, or an equivalent combination of education and experience
  • Successful completion of a Public Health Food Handler certification plus Level A First Aid and Basic CPR certification, or the commitment to complete within 6 months
  • A passion for food retailing and people
  • Superior customer service skills
  • Excellent organizational, interpersonal and analytical skills
  • Ability to learn manual and automated systems/tools
  • Skilled at handling complaints and communicating with customers
  • Experienced in developing and coordinating work schedules for others
  • Superior standards of quality
  • Good judgment and decision-making abilities
  • Experience in working with various computer software programs; e.g., Microsoft Suite
  • Clear and effective communication style, both written and oral
  • Skilled at working in a fast-paced environment while maintaining priorities and a high level of performance
  • High respect for confidentiality
  • Excellent mathematical skills – accurate and attentive to detail
  • Must be able to work a flexible schedule, including nights, weekend and holidays as required
  • Fluency in English and French shall be considered an asset
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