Assistant Manager of Ecommerce

Additional Considerations (if any):

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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 Description:

Job Title: Assistant Manager, E-commerce
Department: General

FLSA: Non-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 eCommerce orders)

Primary Duties and Responsibilities:
 

Universal

• 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 E-commerce 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

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