Service Supervisor

The Service Supervisor supports the Service Operations Manager and front-end leadership team in overseeing daily customer service operations. This position is responsible for helping ensure outstanding customer experiences, efficient front-end performance, strong associate engagement, and compliance with company policies and procedures. The Service Supervisor provides leadership, coaching, and operational support while promoting a customer-focused culture and maintaining a safe, productive work environment.

• Deliver and promote exceptional customer service throughout the store.


• Serve as a primary point of contact for customer concerns, questions, and issue resolution.


• Model professional and courteous behavior for all associates.


• Support customer satisfaction initiatives and service performance goals.


• Ensure a welcoming and positive shopping experience for all customers.

• Assist in overseeing daily front-end activities, including check stands, self-checkout, service desk functions, and customer flow.


• Monitor service levels and adjust staffing as needed to support operational demands.


• Ensure associates follow proper cash handling and transaction procedures.


• Assist with register accountability, audits, and operational controls.


• Support implementation of company programs, promotions, and service initiatives.

• Provide daily leadership, direction, and support to front-end associates.


• Assist with training, onboarding, and development of team members.


• Coach associates on customer service, productivity, and operational expectations.


• Promote teamwork, accountability, and a positive work environment.


• Support performance management efforts and recognition programs.

• Ensure adherence to company policies, procedures, and regulatory requirements.


• Support loss prevention and asset protection initiatives.


• Monitor front-end areas for safety concerns and resolve hazards promptly.


• Maintain clean, organized, and professional work areas.


• Ensure proper handling of confidential and sensitive information.

• Monitor workflow and identify opportunities to improve efficiency.


• Support labor management and scheduling objectives.


• Assist with coordination of store events, promotions, and peak business periods.


• Ensure operational standards are consistently maintained.


• Communicate effectively with store leadership regarding operational needs and opportunities.

• Assist in achieving labor, productivity, and customer satisfaction goals.


• Support efforts to minimize shortages, errors, and operational losses.


• Monitor front-end performance metrics and recommend improvements.


• Help drive efficiency while maintaining excellent service standards.


• Contribute to overall store profitability through strong execution and accountability.

• Previous retail, customer service, or supervisory experience preferred.


• Strong leadership, communication, and interpersonal skills.


• Excellent customer service abilities.


• Ability to multitask and prioritize in a fast-paced environment.


• Strong organizational and problem-solving skills.


• Basic computer and cash handling experience preferred.


• Ability to exercise sound judgment and decision-making skills.

• Frequent standing, walking, bending, reaching, and lifting.


• Ability to assist with moving products and supplies as needed.


• Ability to work flexible schedules, including evenings, weekends, and holidays.


• Ability to work in varying store conditions.

• Customer Focus


• Leadership


• Communication


• Conflict Resolution


• Team Development


• Operational Excellence


• Problem Solving


• Cash Handling Accuracy


• Organization & Planning


• Adaptability


• Accountability


• Results Orientation


• Decision Making


• Attention to Detail