Aisles Online Manager

About the role

Oversees the planning, implementation, staffing, and tracking for the fulfillment and delivery of the store’s online shopping website. Maintains the order fulfillment process and scheduling of personal shoppers and delivery drivers. Reports to the District Store Director, Store Manager, or Assistant Manager of Store Operations, Perishables, and Health Wellness Home. Supervises department employees.

Responsibilities

• Provides prompt, efficient, and friendly customer service by exhibiting caring, concern, and patience in all customer interactions; treats customers as the most important people in the store.
• Smiles and greets customers in a friendly manner, whether in the designated department or elsewhere in the store.
• Makes an effort to learn customers’ names and address them by name whenever possible.
• Assists customers by escorting them to products, securing out-of-reach items, loading or unloading heavy items, noting and passing along customer suggestions or requests, and performing other tasks to enhance the shopping experience.
• Answers telephone and emails promptly and provides friendly, helpful service to customers who call.
• Ensures smooth operation of the order fulfillment process.
• Continually monitors incoming online orders to ensure prompt, on-time fulfillment.
• Responsible for training new employees.
• Responsible for department employee scheduling.
• Ensures customer satisfaction and takes steps necessary to address customer service issues.
• Adheres to all food safety guidelines and ensures products are kept at proper temperature for highest quality.
• Provides education to existing employees regarding new policies and procedures.
• Adheres to company policies and individual store guidelines.
• Reports to work when scheduled and on time.

Secondary duties

• Performs other job-related duties and special projects as required.

Supervisory responsibilities

• Instructing, assigning, reviewing, and planning the work of others.
• Maintaining standards, coordinating activities, and acting on employee problems.
• Has authority to recommend employee discipline.

Requirements

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

Education and experience

• High school diploma or equivalent preferred.
• Must be skilled in computer and internet use.

Physical requirements

• Visual requirements: ability to see detail at near range with or without correction.
• Physically able to perform sedentary work: occasionally lifting or carrying objects of no more than 10 pounds, and occasionally standing or walking.
• Able to perform physical activities: stooping, kneeling, reaching, handling, grasping, feeling, talking, hearing, and repetitive motions.
• Ability to compose original correspondence; follow technical manuals; evaluate technical data; and advise people.
• Ability to interview to obtain basic information; guide people to provide basic direction; and have increased contact with people.

Working conditions

• Duties mostly performed in a retail store setting.
• May be exposed to dust, noise, and temperature extremes.
• Possible hazards from moving equipment and possible electrical shock.
• Constant pressure to meet deadlines and handle multiple projects in a day.
• Fast-paced work environment.

Equipment used

• PC, modem, and printer with Windows NT, Microsoft Office, email, Internet Explorer software.
• UNIX systems with VDTs, cash registers and register computers, electronic scales, calculator, telephone, fax, and copy machine.

Contacts

• Daily contact with store personnel, suppliers/vendors, customers, and the general public.
• Occasional contact with federal or state regulatory agencies regarding inspections.

Confidentiality

• Access to confidential information including inventory costs, sales, email messages, pricing, sales reports, profit and loss reports, and all data related to operations.

Pay

The anticipated hourly starting wage for this position is $15.50 to $19.50 depending on experience.