Position Summary:

The Service Supervisor supports front‑end operations by overseeing day‑to‑day customer service activities, supervising service associates, and ensuring a smooth, efficient checkout experience. This role assists leadership in maintaining service standards, handling customer concerns, managing cash controls, and supporting front‑end profitability and compliance.

Key Responsibilities Front‑End Operations

• Supervise daily front‑end operations, including registers, self‑checkout, and customer service desk activities
• Ensure smooth traffic flow, adequate staffing, and efficient checkout processes
• Support opening and closing procedures as assigned
• Monitor front‑end conditions to maintain cleanliness, organization, and safety

Customer Service

• Deliver outstanding customer service and ensure associates follow service standards
• Resolve customer questions, complaints, and escalations promptly and professionally
• Support returns, exchanges, price checks, and transaction corrections
• Promote a positive shopping experience that drives customer loyalty

Team Leadership & Supervision:

• Provide direction, coaching, and feedback to cashiers and service clerks
• Assist with training new hires and reinforcing front‑end procedures
• Monitor associate performance, productivity, and adherence to policies
• Promote teamwork, professionalism, and accountability

Cash Handling & Compliance:

• Assist with cash control procedures, including tills, pickups, refunds, and balancing
• Ensure front‑end compliance with loss prevention, cash handling, and POS policies
• Identify and report shortages, overages, or suspicious activity
• Support audits and corrective actions as needed

Scheduling & Productivity:

• Assist with break coverage and labor utilization to meet business needs
• Monitor service metrics such as wait times and checkout efficiency
• Adapt staffing based on peak periods and customer traffic

Safety & Policy Adherence:

• Ensure compliance with company policies, safety procedures, and workplace standards
• Promote a safe environment for customers and associates
• Report incidents, hazards, or policy violations to management

Additional Duties

• Support store leadership with special projects or assigned tasks
• Perform other duties as needed to support front‑end and store operations

Qualifications Required:

• Previous customer service or retail experience
• Strong communication and interpersonal skills
• Ability to supervise multiple tasks in a fast‑paced environment
• Basic math skills and comfort handling cash
• Ability to work flexible schedules, including evenings, weekends, and holidays

Preferred

• Prior supervisory or lead experience
• Familiarity with POS systems and front‑end operations
• Knowledge of loss prevention and cash control procedures

Working Conditions

• Frequent standing, walking, and movement throughout the store
• Exposure to a fast‑paced retail environment
• Ability to lift, push, or pull up to 30 pounds as needed