Assistant Manager of E-commerce

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.

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 include partnerships, growth mindset, results oriented, customer focused, and professionalism.

Reporting relations include accountability and reporting to the District Store Director and Store Manager. Positions that report to you include the Aisles Online Manager (dual reporting for other departments filling eCommerce orders).

Primary duties and responsibilities include providing prompt, efficient and friendly customer service, ensuring smooth operation of all departments order fulfillment processes, working to find efficiencies in store and areas of improvement, reviewing orders for accuracy, assessing out of stocks and order cancellations, ensuring customer care emails, survey complaints, and other customer issues are appropriately handled, continually monitoring incoming online orders to ensure prompt, on-time fulfillment, adhering to all food safety guidelines, maintaining communication and relationship with E-commerce Supervisor and other department supervisors, ensuring all payments are tenders for properly rang up in POS for both first party and third-party orders, ensuring products are available for online sale, providing education to existing employees regarding new policies and procedures, adhering to company policies and individual store guidelines, coordinating all store deliveries by appropriate planning, scheduling, and resource management, and ensuring communication with customer on substitutions and order modification edits.

Aisles Online duties include ensuring red line calls and inquiries for Aisles Online are being answered and handled appropriately, overseeing and policy adherence for product location, ensuring proper audit processes and training is in place for orders shopped by third-party services, and ensuring process is in place for communication between store and Ecommerce Fulfillment Centers where necessary.

Food Service and Fast & Fresh duties include ensuring red line calls and inquiries for Food Service are answered and handled appropriately, ensuring appropriate menu items are available and monitoring canceled food service orders, ensuring process is in place to verify Deliverect tablet is plugged in, turned on, and logged in each morning for food service orders, establishing processes, providing training, and completing random audits to make sure food service orders are freshly prepared, using the correct packaging, and meeting our quality standards.

Made to Order (MTO) duties include managing and training users on the MTO system and ensuring orders are prepared as requested, monitoring incoming orders with made to order items to ensure accurate product procurement, product creation and on-time fulfillment.

Third Party Marketplaces (TPM) duties include understanding TPM availability at respective store, ensuring 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, and ensuring 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 include performing other job-related duties and special projects as required, assisting in training new employees, supporting Aisles online manager for employee scheduling, and reporting to work when scheduled and on time.

Knowledge, skills, abilities, and worker characteristics include 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 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 include high school diploma or equivalent preferred, and must be skilled in the computer as well as the internet.

Supervisory responsibilities include instructing, assigning, reviewing, and planning the work of others, maintaining standards, coordinating activities, and acting on employee problems, and has the authority to recommend employee discipline.

Physical requirements include visual requirements, ability to perform sedentary work, ability…