Assistant Manager of E-commerce

Overview

Job Title:

Assistant Manager, E-commerce

Department:
General

FLSA:
Non-Exempt

Must be 18+

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 (examples include):
• escorting 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 tendered 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

• 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

• 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 morning for food service orders
• Establishes processes, provides training, and completes random audits to make sure food service…