Assistant Manager of Ecommerce

Assistant Manager, E-commerce

At Hy-Vee our people are our strength. We promise "a helpful smile in every aisle" and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each other.

Job Title: Assistant Manager, E-commerce

Department: General

FLSA: Exempt

General Function:

The Assistant Manager, E-commerce oversees the planning, implementation, staffing, and tracking for the fulfillment and delivery of the store's E-commerce orders including pickup and delivery experience for all departments. E-commerce includes anything sold online for pickup or delivery for Aisles Online, food service, Pharmacy, MTO (bakery, deli, produce, catering, food service), and third-party marketplace.

Core Competencies:

• Partnerships
• Growth mindset
• Results oriented
• Customer focused
• Professionalism

Reporting Relations:

Accountable and Reports to: District Store Director and Store Manager

Positions that Report to you: Aisles Online Manager (dual reporting for other departments filling E-commerce orders)

Primary Duties and Responsibilities:

• Provides prompt, efficient and friendly customer service by exhibiting caring, concern and patience in all customer interactions and treating customers as the most important people in the store
• Smiles and greets customers in a friendly manner, whether the encounter takes place in the employee's designated department or elsewhere in the store.
• Makes an effort to learn customers' names and to address them by name whenever possible.
• Assists customers by: (examples include): escorting them to the products they're looking for, securing products that are out of reach loading or unloading heavy items, making note of and passing along customer suggestions or requests, performing other tasks in every way possible to enhance the shopping experience
• Answers the telephone and emails promptly and provides friendly, helpful service to customers who call.
• Promotes Perks+ memberships and Ecommerce services
• Ensures smooth operation of all departments order fulfillment processes.
• Works to find efficiencies in store and areas of improvement.
• Reviews orders for accuracy.
• Assesses out of stocks and order cancellations.
• Ensures Customer Care emails, survey complaints, and other customer issues, including third-party complaints are appropriately handled.
• Ensures that customers are satisfied with their experience and takes steps necessary to address customer service issues.
• Continually monitors incoming online orders to ensure prompt, on-time fulfillment. Requests additional help from other areas of the store as needed.
• Adheres to all food safety guidelines and ensures products are kept at proper temperature to provide customers with the highest quality possible.
• Maintains communication and relationship with eCommerce Supervisor and other department supervisors.
• Ensures all payments are tenders for properly rang up in POS for both first party and third-party orders.
• Ensures products are available for online sale. (snoozed items in food service, prohibit ecommerce flags for Aisles Online)
• Sends in local items for images and content so they can be available for online sales.
• Provides education to existing employees regarding new policies and procedures.
• Adheres to company policies and individual store guidelines.
• Coordinates all store deliveries by appropriate planning, scheduling, and resource management.
• Responsible for labor standards and scheduling based on unit-based scheduling and projected orders.
• Ensures communication with customer on substitutions and order modification edits.

Aisles Online:

• Ensures Red Line calls and inquiries for Aisles Online are being answered and handled appropriately.
• Responsible for oversite and policy adherence for product location.
• Ensures proper audit processes and training is in place for orders shopped by third-party services.
• Ensures process is in place for communication between store and Ecommerce Fulfillment Centers where necessary

Food Service and Fast & Fresh:

• Ensures Red Line calls and inquiries for Food Service are answered and handled appropriately.
• Ensures appropriate menu items are available and monitors canceled food service orders.
• Ensures process is in place to verify Deliverect tablet is plugged in, turned on, and logged in each morning for food service orders.
• Establishes processes, provides training, and completes random audits to make sure food service orders are freshly prepared, using the correct packaging, and meeting our quality standards.

Made to Order (MTO):

• Manages and trains users on the MTO system and ensures orders are prepared as requested.
• Monitors incoming orders with made to order items to ensure accurate product procurement, product creation and on-time fulfillment

Third Party Marketplaces (TPM):

• Understands TPM availability at respective store. (TPMs include but are not limited to DoorDash, Instacart, Grubhub, Uber, and Shipt)
• Ensures all Checkout attendants are trained to handheld TPM orders appropriately.
• Responsible for maintaining delivery service quality through educating and blocking drivers as needed.
• Responsible to training required individual on TPM portals (Floral manager, AO manager, FS manager, etc.)
• Ensures process is in place to verify TPM tablet(s) is plugged in, turned on, and logged in each morning in necessary departments.

Secondary Duties and Responsibilities:

• Performs other job-related duties and special projects as required.
• Assists in training new employees. Supports Aisles online manager for employee scheduling.
• Reports to work when scheduled and on time.

Knowledge, Skills, Abilities and Worker Characteristics:

• Commitment to the Hy-Vee Mission and a willingness to promote the values of the company
• Good verbal and written communication skills
• Strong interpersonal skills: ability to relate to and interact with people in a friendly, professional manner
• Ability to identify problems, develop and execute solutions
• Ability to interact with basic computer systems, including word processing, spreadsheet and email applications, as well as job-specific programs

Education and Experience:

• High School Diploma or equivalent preferred.
• Must be skilled in the computer as well as the internet.

Supervisory Responsibilities (Direct Reports):

• Instructing, assigning, reviewing, and planning the work of others.
• Maintaining standards, coordinating activities, and acting on employee problems.
• Has the authority to recommend employee discipline.

Physical Requirements:

• Visual requirements include: ability to see detail at near range with or without correction.
• Must be physically able to perform sedentary work: occasionally lifting or carrying objects of no more than 10 pounds, and occasionally standing or walking.
• Must be able to perform the following physical activities: stooping, kneeling, reaching, handling, grasping, feeling, talking, hearing and repetitive motions.
• Must possess the ability to compose original correspondence; follow technical manuals; evaluate technical data, and advise people. Possess the ability to interview to obtain basic information; guide people to provide basic direction and have increased contact with people.

Working Conditions:

The duties of this position are mostly performed in a retail store setting. This position may be exposed to dust, noise, and temperature extremes. There are possible hazards from moving equipment and possible electrical shock. There is constant pressure to meet deadlines and handle multiple projects in a day. This is a fast-paced work environment.

Equipment Used to Perform Job:

PC, modem, and printer with Windows NT, Microsoft Office, E-mail, Internet explorer software, cash registers, electronic scales, calculator, telephone, and FAX machine.

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