Assistant Manager of E-commerce

Additional Considerations (if any):
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:
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.

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

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).

• 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.
• Assists customers by:
  • escort 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 oversight 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…