Assistant Manager of E-Commerce

Job Title

Assistant Manager, E-commerce

General

Non‑Exempt

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 experiences for all departments. E‑commerce includes online sales for Aisles Online, food service, pharmacy, Made‑to‑Order (MTO) items, and third‑party marketplaces.

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

Accountable and Report to:
District Store Director and Store Manager

Direct Reports:
Aisles Online Manager (dual reporting for other departments filling e‑commerce orders)

• Provides prompt, efficient, and friendly customer service, exhibiting care, concern, and patience in all interactions.
• Smiles and greets customers, learning and addressing them by name whenever possible.
• Assists customers (e.g., escorting them to products, securing out‑of‑reach items, carrying heavy items, noting suggestions or requests, and performing other tasks to enhance the shopping experience).
  Answers the telephone and emails promptly and provides friendly service to callers.
• Promotes Perks+ memberships and e‑commerce services.
• Ensures smooth operation of all departments’ order fulfillment processes.
• Finds efficiencies and areas for improvement.
• Reviews orders for accuracy, assesses out‑of‑stocks and cancellations.
• Manages Customer Care emails, survey complaints, and other customer issues, including third‑party complaints, ensuring appropriate handling.
• Ensures customer satisfaction by addressing service issues as needed.
• Monitors incoming online orders to ensure prompt, on‑time fulfillment; requests additional help from other areas when needed.
• Adheres to food safety guidelines and temperature controls for product quality.
• Maintains communication with the E‑commerce Supervisor and other departmental supervisors.
• Ensures payments are recorded correctly in POS for both first‑party and third‑party orders.
• Maintains product availability for online sale (e.g., snoozing items in food service, applying ecommerce flags for Aisles Online).
• Requests local items for images and content to enable online sales.
• Provides education to employees regarding new policies and procedures.
• Adheres to company policies and individual store guidelines.
• Coordinates all store deliveries through appropriate planning, scheduling, and resource management.
• Responsible for labor standards and scheduling based on unit‑based scheduling and projected orders.
• Communicates with customers about substitutions and order modifications.

• Ensures Red Line calls and inquiries for Aisles Online are answered and handled appropriately.
• Oversees policy adherence for product location.
• Maintains proper audit processes and training for orders shopped by third‑party services.
• Ensures communication between the store and Ecommerce Fulfillment Centers as necessary.

• 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.
• Verifies the Deliverect tablet is plugged in, turned on, and logged in each morning for food service orders.
• Establishes processes, provides training, and conducts random audits to ensure food service orders are freshly prepared, correctly packaged, and meet quality standards.

• Manages and trains users on the MTO system, ensuring orders are prepared as requested.
• Monitors incoming MTO orders for accurate product procurement, creation, and on‑time fulfillment.

• Understands TPM availability at the store (e.g., Door Dash, Instacart, Grubhub, Uber, Shipt).
• Trains checkout attendants to handle handheld TPM orders appropriately.
• Maintains delivery service quality by educating and obligating drivers as needed.
• Trains relevant individuals on TPM portals (Floral manager, AO manager, FS manager, etc.).
• Ensures TPM tablets are powered on, logged in, and ready each morning in required departments.