Assistant Manager of E-Commerce

Hy-Vee, Inc. • Windsor Heights, IA

2d • Onsite

About The Position

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 include Partnerships, Growth mindset, Results oriented, Customer focused, and Professionalism.

Requirements

• High School Diploma or equivalent preferred.
• Must be skilled in the computer as well as the internet.
• Good verbal and written communication skills
• Strong interpersonal skills: ability to relate to and interact with people in a friendly, professional manner
• Ability to identify problems, develop and execute solutions
• Ability to interact with basic computer systems, including word processing, spreadsheet and email applications, as well as job-specific programs

Nice To Haves

• Commitment to the Hy-Vee Mission and a willingness to promote the values of the company

Responsibilities

• 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.
• 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 eCommerce 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.
• 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
• 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.
• 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
• Understands TPM availability at respective store. (TPMs include but are not limited to DoorDash, Instacart, Grubhub, Uber, and Shipt)
• Ensures all Checkout attendants are trained to handheld TPM orders appropriately.
• Responsible for maintaining delivery service quality through educating and blocking drivers as needed.
• Responsible to training required induvial on TPM portals (Floral manager, AO manager, FS manager, etc.)
• Ensures process is in place to verify TPM tablet(s) is plugged in, turned on, and logged in each morning in necessary departments.
• Performs other job-related duties and special projects as required.
• Assists in training new employees.
• Supports Aisles online manager for employee scheduling.
• Reports to work when scheduled and on time.

Benefits

• The job description mentions "Aisles Online Manager (dual reporting for other departments filling E-commerce orders)" which implies some level of management or supervisory role, but does not explicitly list benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED