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Store Service Manager - NL

Company: NewLeaf
Location: Santa Cruz
Posted on: November 25, 2022

Job Description:

Who is New Leaf Community Markets?

New Leaf Community Markets opened its doors as a small cooperative in 1985 on the Westside of Santa Cruz. We learned early on, that the well-being of our guests, staff and community starts with sustainable, locally produced food. Farm-to-table all the way! We've partnered with open-minded producers who care as deeply about our people, the planet and social justice as we do, from day one.

Our mission is to be a purveyor of good - from offering the best local and natural foods, to taking care of our staff, community, and environment. We love what we do, and we know that it's our passionate staff who make it all possible. We're committed to taking care of our people by leading the way with progressive employment practices.

Every day, we work to create an atmosphere of openness, caring, trust, and fairness - a place where staff can thrive, and differences are celebrated. As a member of the New Leaf Community Markets team, you can count on an inclusive, friendly environment and a welcoming group of inspired individuals who love people, great food, and being a part of a community gathering place.

Why You'll Love Working at New Leaf Community Markets

  • Amazing Benefits Package - Including comprehensive medical, dental, vision and 401k at 24 hours a week.
  • Great earning potential with the opportunity for growth within our family of brands
  • Paid Parental Leave available
  • Lifestyle Scheduling
  • Public Transport Benefits
  • Paid Community Service Hours
  • 30% discount at all New Leaf Community Markets, Bristol Farms and Lazy Acres Natural Market locations Ingredients You'll Bring to the Table:

    You love food and have the ability to create an experience that is beyond the everyday. You have a positive attitude and work well in a team environment. You can connect with people and reach a level of hospitality that exceeds guests' expectations. You are warm, outgoing, authentically amazing and want to be inspired, challenged and proud of where you work.

    You embody the spirit of New Leaf Community Markets core values: Community, Integrity, Sustainability, Quality, and Respect; and you are driven by our mission to nourish and sustain our community by using business as a force for change.

    What's on Your Plate:

    Job Title: Store Service Manager

    Department: Operations

    Reports To: Store Manager

    FLSA Status: Non-Exempt


    Partners with store leadership to supervise general store operations and staff, including customer service, department conditions, food safety and work safety. Functions as Manager on Duty (MOD) in absence of store leadership team. Provides exceptional customer service and contributes to a positive and collaborative team environment. This is a management position, and is responsible for providing leadership in line with company values and promoting a positive and progressive work environment in alignment with our company mission, vision values and policies.

    Essential Duties and Responsibilities

    General Requirements:
    • Engages the customer in a friendly manner, shares product information and assists in locating product throughout the store. Seeks opportunities to exceed customer expectations and enhance the customer experience.
    • Demonstrates ability to manage own time and models a flexible work style. Shifts tasks as priorities and circumstances change based on needs and conditions of department.
    • Represents company values. Works cooperatively and positively with fellow team members.
    • Gives and receives feedback in a constructive manner demonstrating company Speak Up culture.
    • Promotes a collaborative team environment through recognition, leading by example and working alongside staff. Demonstrates approachability and fosters open communication. Creates an environment where staff are invested and encouraged to contribute ideas. Demonstrates a pro-active approach in resolving staff issues and conflicts.
    • Conserves company resources. Works in a manner consistent with company mission, vision and values and sustainability program.
    • Adheres to work and food safety policies set forth by the company and all local, state and federal regulatory agencies. Contributes to store cleanliness, maintains equipment. Informs store/department management of any problems.
    • Observes all company rules and policies. Understands and complies with specific department or location guidelines, tasks and responsibilities. Position Responsibilities:
      • Person in charge of the store when assigned (MOD); supervises store staff and store operations and responsible for overall activities and safety of all staff and customers in the store.
      • Assists department managers and store leadership in managing and providing oversight to overall store operations. Assesses, prioritizes and delegates tasks and production. Prepares store for opening and closing.
      • Provides coverage and support across the store as assigned and across all departments.
      • receive, shop, process, prepare and run online customer orders out for pick-up via our specific online shopping software.
      • Ensures consistency of store conditions. Partners with management to ensure all areas of store are stocked, rotated, faced and adhere to merchandising standards and category schematics.
      • Conducts regular store walks to ensure consistent store conditions, including appearance, cleanliness, product availability, and staffing and service levels.
      • Monitors, identifies and takes action on facility maintenance issues throughout the interior and exterior of the store. Works in partnership department manager and Support Office Facilities team.
      • Supports store leadership team in ensuring staff members follow policies and procedures.
      • Handles safety and security issues as they occur in the store, utilizing judgment and company guidelines.
      • May support training store staff on store security procedures. Partners with functional area leaders from Support Office as needed to ensure adherence to current local, state, federal laws and company policies.
      • Responds to staff and customer injuries, accidents and emergencies per company policy, including incident documentation and insurance notification in partnership with HR and Work Safety team.
      • Addresses customer incidents relating to food safety and product quality, per company policy. Monitors and manages product recall process as needed.
      • Assists in receiving of product to store. Receives and unloads merchandise; checks quality, count and condition. Maintains professional vendor relationships.
      • May provide operational support to location committees including but not limited to Green Team, Work Safety and others. May act as committee chairperson if needed.
      • Plans for weekly ads, events and holidays using tools and reports. Works with store management to understand and respond to current store trends.
      • Maintains the organization, rotation and cleanliness of store front and back stock areas. Stocks and rotates products with attention to product quality and expiration dates.
      • Performs other tasks and duties as assigned. This job description is not meant to be an all-inclusive list of duties, responsibilities and requirements, but constitutes a general definition of the position's scope and function within our company. New Leaf Community Markets reserves the right to amend and change duties, responsibilities, and requirements to meet changing industry or business needs as necessary.

        Customer Service Skills

        Engages the customer in a friendly manner, shares product information and assists in locating product throughout the store. Seeks opportunities to exceed customer expectations and enhance the customer experience.

        Supervisory Responsibilities

        Demonstrates a solid understanding of supervisory responsibilities in accordance with company expectations and applicable laws. Partners with store leadership to provides oversight to all areas of store.

        Education and/or Experience
        • Previous customer service, food service, retail or grocery experience required.
        • Knowledge of retail Operations programs and experience required.
        • Previous supervisory experience highly preferred.
        • Entry to mid-level proficiency with MS Office. Working knowledge with POS, inventory or other retail specific software preferred. Language Skills

          Excellent written and verbal communication skills required .

          Mathematical Skills

          Basic to intermediate math and computation skills required.

          Reasoning Ability

          Skills to read, understand and follow through on verbal and written instructions. Skills to exercise good judgment at all times. Skills to resolve conflicts and analyze a variety of situations to find a solution.

          Knowledge of English

          This is a customer service driven position. Should have the ability to speak, read and understand English.

          Physical Demands

          This position works at a Medium level. Required frequently and up to continuously to be on feet with a mix of standing and walking throughout shift. Sitting seldom required. Up to occasionally, dependent on location, required to climb stairs, step stool and /or ladders. Continuously required to: lift 1-10 pounds; push/pull 1-10 pounds; use arms, hands and wrists; grasping/squeezing. Frequently required to: lift 11-20 pounds; twist; reach at/above shoulder ; reach below shoulder. Occasionally required to: carry 21-50 pounds; push/pull 11-20 pounds; bend/stoop; crouch/squat; reach at/above shoulder.

          This position may be required to use the following tools and equipment: box knife, baler, scanner, hand truck, POS, conveyer belt, industrial kitchen equipment (i.e. blast chiller, grill, knives/blades, oven, grills, scales, etc.), basic housekeeping / janitorial and standard office equipment.

          Work Environment

          Work occurs in a grocery store environment which includes surfaces that can be wet and slippery, moderate noise level, and temperature extremes in controlled environments in the cooler and freezer, and depending on location, working outside in all temperatures. There may be exposure to certain allergens and / or chemicals. In accordance with the Americans with Disabilities Act, the ADA Amendments Act of 2008, and other applicable state or local law, we will make reasonable accommodations to qualified applicants and employees with disabilities.



          • Associated topics: call center manager, customer care manager, customer service team manager, director, guide, leadership, management experience, manager, operations, product support

Keywords: NewLeaf, Santa Cruz , Store Service Manager - NL, Executive , Santa Cruz, California

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