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, and performs other tasks in every way possible to enhance the shopping experience.
• Promotes Perks+ memberships and E-commerce 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, and ensures that customers are satisfied with their experience and takes steps necessary to address customer service issues.
• 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, and ensures products are available for online sale.
• 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 appropriate menu items are available and 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, and ensures process is in place to verify TPM tablet(s) is plugged in, turned on, and logged in each morning in necessary departments.

Requirements

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

Qualifications

• 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.
• Able to identify problems, develop and execute solutions.
• Able to interact with basic computer systems, including word processing, spreadsheet and email applications, as well as job-specific programs.

Skills

• Knowledge of basic computer systems, including word processing, spreadsheet and email applications, as well as job-specific programs.

Benefits

At Hy-Vee, we offer competitive benefits packages to support your health, financial security, and overall well-being. These benefits may include:

• Health insurance options.
• Retirement savings plans.
• Employee assistance programs.
• Flexible spending accounts.

Pay

Pay is commensurate with experience and qualifications.

Schedule

This position is full-time with flexible hours to accommodate the needs of the store and the customer.