Assistant Manager of E-commerce

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.

About the role

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.

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
• Escorts customers to the products they're looking for, secures products that are out of reach, loads or unloads heavy items, makes note of and passes along customer suggestions or requests, performs 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
• 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
• Maintains communication and relationship with E-commerce Supervisor and other department supervisors
• 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
• 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
• 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
• Maintains appropriate menu items, monitors canceled 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, 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 individuals 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

Qualifications

• High School Diploma or equivalent preferred
• Must be skilled in the computer as well as the internet

Skills

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

Benefits

Not specified

Pay

Not specified

Schedule

Not specified