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 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
• Makes an effort to learn customers’ names and to address them by name whenever possible
• Assists customers by escorting them to the products they’re looking for, securing out‑of‑reach items, loading or unloading heavy items, noting and passing along customer suggestions or requests, and performing other tasks that enhance the shopping experience
• Answers the telephone and emails promptly and provides friendly, helpful service to customers who call
• Promotes Perks+ memberships and e‑commerce 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 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 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 the e‑commerce supervisor and other department supervisors
• Ensures all payments are tendered and 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 e‑commerce flags for Aisles Online)
• Sends 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 customers on substitutions and order modification edits

• Ensures Red Line calls and inquiries for Aisles Online are answered and handled appropriately
• Responsible for oversight and policy adherence for product location
• Ensures proper audit processes and training are in place for orders shopped by third‑party services
• Ensures process is in place for communication between store and e‑commerce fulfillment centers where 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
• Ensures Deliverect tablet is plugged in, turned on, and logged in each morning for food service orders
• Establishes processes, provides training, and completes random audits to make sure food service orders are freshly prepared, using the correct packaging, and meeting our quality standards

• Manages and trains users on the MTO system and…