Manager of Service

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.

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 Market's 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: Manager of Service
Department: Store Ops
Reports To: Store Director
FLSA Status: Exempt

Summary
The Manager of Service is responsible for the supervision and coordination of activities for the Front End, Juice & Coffee Department, Floral Department, Home Delivery, and Store Safety.

Essential Duties and Responsibilities

General Requirements:

• Engages customers in a friendly manner, shares product information, and assists in locating products 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 the needs and conditions of the department.
• Represents company values. Works cooperatively and positively with fellow team members.
• Gives and receives feedback in a constructive manner demonstrating the company’s Speak Up culture.
• Conserves company resources. Works in a manner consistent with the company’s mission, vision, 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, and informs store/department management of any problems.
• Observe all company rules and policies. Understands and complies with specific department or location guidelines, tasks, and responsibilities.

Position Responsibilities:

• Responsible for training and overall development of employees under direct supervision.
• Ensures that customer issues, both internal and external, are resolved satisfactorily through self or other subordinates. Manages with integrity, honesty and knowledge that promote the culture, values, and mission of Bristol Farms
• Utilizes existing tools and best practices to identify and prioritize communications and regularly uses discretion to filter communication. Communicates clearly, concisely, and accurately in all interactions
• Actively manages staff, either directly or through the management team by regularly providing coaching, feedback, and developmental opportunities in order to build effective teams
• Responsible for P&L, inventory management, and other budget or sales targets for employees under direct supervision
• Responsible for managing labor costs (e.g., scheduling hours, controlling overtime, etc.) for employees under direct supervision
• Documents violations of Company policies following guidelines outlined in the Employee Handbook for employees under direct supervision
• May assume the role of acting Manager of Merchandising, Manager of Perishables, or Store Director, with full responsibility for all activities and assets of the assigned location
• Monitors work for completeness, accurate measurements, thoroughness, and appropriateness to assure work completed is in conformance with Company standards, policies, and procedures
• Maintains a safe, clean, sanitary, and pleasant environment in the selling areas.
• Required to perform all essential duties of areas assigned; including all aspects of the Front End
• Maintains candy inventory on the Front End merchandisers
• Responsible for providing annual reviews for direct reports promptly
• Monitors price integrity functions. Facilitates/reports pricing issues with Marketing staff
• Ensures compliance of employees with established security, sales, and record-keeping procedures and practices

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.

Supervisory Responsibilities
The Manager of Service is responsible for the overall direction, coordination, and evaluation of the Front End, Juice & Coffee Departments, Floral Department, Home Delivery, and Store Safety personnel. Carries out supervisory responsibilities by Company policies, procedures, and applicable laws.

Customer Service Skills
The Manager of Service is expected to provide customer service to internal as well as external customers. They are required to follow established policies and guidelines that go beyond simply smiling and greeting customers. Going above and beyond encompasses attitudes, respect, and flexibility. Managers of Service are expected to have a positive “can-do” attitude; to treat others with respect; and easily adjust to changes in the workplace.

Education and/or Experience

• Minimum 3 years of retail management experience required, with a diverse staff of 25 or more highly preferred.
• Experience in a high-volume retail, grocery, or similar environment required.
• Previous grocery-specific management experience is highly preferred.
• Previous inventory and financial management experience required.
• Mid to high-level proficiency with MS Office. Working knowledge of POS, inventory, or other retail-specific software is preferred or required.
• Skills to manage financial results, including labor, sales, and profit margin.
• Valid Food Handler’s Card, Alcohol Server Permit, and ServSafe Certification required.

Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills
Ability to calculate figures and amounts such as discounts, gross profits, percentages, and sales.

Reasoning Ability
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to resolve conflicts in such a manner as to create a win-win situation. Ability to analyze a variety of situations, think through a solution, and implement the solution.

Knowledge of English (Preferred)
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 the shift. Sitting is seldom required. Up to occasionally, dependent on location, required to climb stairs, step stools, and ladders. Continuously required to: lift and carry 1-10 pounds; use arms, hands, and wrists; grasping/squeezing; reach at/above shoulder; reach below shoulder. Frequently required to: lift and carry 11-20 pounds; bend/stoop; twist. Occasionally required to: lift and carry 21-50 pounds; push and/or pull 1-40 pounds; crouch/squat.

This position may require to use of 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 levels, 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. By the Americans with Disabilities Act, the ADA Amendments Act of 2008, and other applicable state or local laws, we will make reasonable accommodations to qualified applicants and employees with disabilities.
Travel
Ability to travel to company locations and other off-site locations as assigned.

Why You’ll Love Working at New Leaf Community Markets

• Amazing Benefits Package – Including comprehensive medical, dental, vision, and 401k at 28 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

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