E-Commerce Assistant Dept Manager (50719)

Join HAC, Inc., Oklahoma's largest employee-owned grocery store, where our mission is to be A Great Place to Work, A Great Place to Shop, and A Great Place to Do Business. Our proposition statement is to be Fresh, Helpful, Affordable, and Convenient. We're dedicated to providing our customers with top-quality service and products, and we're looking for enthusiastic team members to help us achieve our goals and share our purpose to serve our communities.

Job Summary

As the eCommerce Assistant Department Manager, you will oversee the eCommerce operations in conjunction with the department manager, including managing and leading the Personal Shopper team. You will ensure that all online orders are fulfilled accurately and efficiently and that customers receive exceptional service. This role requires in-depth knowledge and understanding of the personal shopper duties, strong leadership skills, and the ability to manage multiple tasks effectively.

Key Responsibilities

• Team Leadership and Management: Work the department manager to help lead, train, and mentor the Personal Shopper team to ensure they master all job duties and responsibilities. Inspire and motivate the team to achieve high performance and customer satisfaction.
• Departmental Roles: Fill in departmental roles as needed, focusing on customer-facing tasks and ensuring orders meet expectations.
• Order Assignment: Assign orders to pickers and designate employees to cover dispensing to customers.
• Scheduling: Plan breaks and lunches for the team.
• Inventory Verification: Verify out-of-stock items and ensure timely completion of orders.
• Quality Control: Address any training issues discovered during quality checks and identify training needs based on exception reporting (items per hour, pre-substitution accuracy, etc.).
• Customer Service: Address any wait time or customer service opportunities in the dispensing process.
• Collaboration: Work with store departments and management to address any availability/in-stock concerns found during the picking process.
• Exception Reporting: Follow up and work on exception reporting, including out-of-stock items, nil-pick reports, substitution reports, on-time pick reports, and canceled orders.
• Customer Issues: Follow up with customer issues, including refunds, poor surveys, and general inquiries. Process canceled orders and call customers as needed.
• Financial Decisions: Approve customer refunds, discounts, and any other financially impacting decisions.
• Slot Closures: Work with store management to submit any slot closures.
• Delivery Issues: Report delivery or driver issues.
• Adaptability: Duties and responsibilities may change based on business needs.
• Accountability: