Service Supervisor

Position Summary
The Service Supervisor plays a key leadership role in delivering an exceptional customer experience and driving front-end operational excellence. This position supervises front-end associates, ensures efficient checkout operations, and maintains high standards of service, cleanliness, and compliance. The Service Supervisor supports staffing, training, and daily execution while partnering with store leadership to meet sales and service goals.

Key Responsibilities

Customer Experience & Service Execution

• Deliver outstanding customer service by setting the tone on the front end and resolving customer concerns promptly and professionally
• Ensure fast, friendly, and accurate checkout experiences at all registers and service desks
• Monitor front-end flow and adjust staffing to minimize wait times
• Promote loyalty programs, digital tools, and store initiatives to enhance engagement

Front-End Operations

• Oversee daily front-end operations including registers, self-checkout, service desk, and cart management
• Maintain proper cash handling procedures, balancing tills, and securing assets
• Ensure compliance with all company policies, safety standards, and regulatory requirements
• Support opening and closing procedures, including cash office processes when needed

Team Leadership & Development

• Supervise, coach, and motivate front-end associates to achieve performance expectations
• Assist with hiring, onboarding, and training new employees
• Provide ongoing feedback, recognition, and accountability to drive engagement and results
• Create and maintain a positive, inclusive, and teamwork-focused environment

Merchandising & Store Standards

• Maintain front-end cleanliness, organization, and merchandising standards (impulse displays, promotional signage)
• Ensure carts, baskets, and entry areas are stocked and presentable
• Partner with store leadership to execute seasonal and promotional programs

Performance & Productivity

• Monitor key performance indicators such as transaction speed, customer satisfaction, and labor productivity
• Support labor planning by adjusting breaks and schedules to meet business needs
• Identify opportunities for process improvements and efficiency gains

Qualifications

• High school diploma or equivalent required
• 1–2 years of retail or customer service experience preferred (leadership experience a plus)
• Strong communication, problem-solving, and organizational skills
• Ability to work in a fast-paced environment and handle multiple priorities
• Proficient with basic retail technology and POS systems

Physical Requirements

• Ability to stand for extended periods and move throughout the store
• Frequent lifting, pushing, and pulling of up to 25 lbs
• Ability to work a flexible schedule including evenings, weekends, and holidays

Key Competencies

• Customer Focus
• Leadership & Team Development
• Operational Excellence
• Communication & Conflict Resolution
• Accountability & Results Orientation

Career Path Opportunities

• Service Operations Manager
• Assistant Store Director
• Store Director