Asst Mgr Ecom

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 Description:

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.

Core Competencies

* Partnerships

* Growth mindset

* Results oriented

* Customer focused

* Professionalism

Reporting Relations:

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)

Primary Duties and Responsibilities:

Universal

* 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 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 oversite 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 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.

Made to Order (MTO)

* Manages and trains users on the MTO system and ensures orders are prepared as requested.

* Monitors incoming orders with made to order items to ensure accurate product procurement, product creation and on-time fulfillment

Third Party Marketplaces (TPM)

* Understands TPM availability at respective store. (TPMs include but are not limited to Door Dash, Instacart, Grubhub, Uber, and Shipt)

* Ensures all…