Assistant Manager of Ecommerce
Hy-Vee, Inc., Watertown, SD, United States
Job Description: 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 items sold online for pickup or delivery for Aisles Online, food service, Pharmacy, MTO (bakery, deli, produce, catering, food service), and third-party marketplaces.
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 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: escorting them to products, securing items that are out of reach, loading or unloading heavy items, and passing along customer suggestions or requests.
Answers the telephone and emails promptly and provides friendly, helpful service to customers who call.
Promotes Perks+ memberships and e-commerce 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 customers are satisfied with their experience and takes steps to address service issues.
Continually monitors incoming online orders to ensure prompt, on-time fulfillment and requests additional help 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 with E-commerce Supervisor and other department supervisors.
Ensures all payments are tendered and correctly rang up in POS for both first-party and third-party orders.
Ensures products are available for online sale and manages online content flags accordingly.
Sends local items for images and content 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 through appropriate planning, scheduling, and resource management.
Manages labor standards and scheduling based on unit-based scheduling and projected orders.
Communicates with customers on substitutions and order modification edits.
Aisles Online
Ensures Red Line calls and inquiries for Aisles Online are answered and handled appropriately.
Responsible for oversight and policy adherence for product location.
Ensures proper audit processes and training 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 ensure food service orders are freshly prepared, using the correct packaging, and meeting 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, creation, and on-time fulfillment.
Third Party Marketplaces (TPM)
Understands TPM availability at the store (TPMs include DoorDash, Instacart, Grubhub, Uber, and Shipt).
Ensures all Checkout attendants are trained to handle TPM orders appropriately.
Responsible for maintaining delivery service quality by educating and blocking drivers as needed.
Responsible for training required individuals on TPM portals (e.g., Floral manager, AO manager, FS manager).
Ensures TPM tablet(s) are plugged in, turned on, and logged in each morning in necessary departments.
Secondary Duties and Responsibilities
Performs other job-related duties and special projects as required.
Assists in training new employees and supports Aisles Online Manager for employee scheduling.
Reports to work as scheduled and on time.
Knowledge, Skills, Abilities and Worker Characteristics
Commitment to the Hy-Vee Mission and promoting company values.
Good verbal and written communication skills.
Strong interpersonal skills with a friendly, professional demeanor.
Ability to identify problems, develop and execute solutions.
Ability to interact with basic computer systems and job-specific programs.
Education and Experience
High School Diploma or equivalent preferred.
Must be skilled in computer use and internet.
Supervisory Responsibilities (Direct Reports)
Instructing, assigning, reviewing, and planning the work of others.
Maintaining standards, coordinating activities, and addressing employee issues.
Has authority to recommend employee discipline.
Physical Requirements
Visual requirements include the ability to see detail at near range with or without correction.
Must be physically able to perform sedentary work: occasionally lifting or carrying objects up to 10 pounds, and occasionally standing or walking.
Must be able to perform stooping, kneeling, reaching, handling, grasping, talking, hearing and repetitive motions.
Must possess the ability to compose original correspondence and follow technical manuals; evaluate technical data and guide people.
Working Conditions
The duties are performed in a retail store setting and may expose the employee to dust, noise, and temperature extremes. There are potential hazards from moving equipment and electrical shocks. This is a fast-paced environment with deadline pressure.
Equipment Used to Perform Job
PC, modem, printer with Windows NT, Microsoft Office, email, Internet Explorer, cash registers, electronic scales, calculator, telephone, and FAX machine.
Contacts
Daily contact with store personnel, suppliers/vendors, customers, and the public. Occasional contact with federal or state regulatory agencies.
Confidentiality
Has access to confidential information including inventory costs, sales, emails, pricing, sales reports, profit and loss reports, and all data related to operations.
Are you ready to smile? Apply today.
Employment is contingent upon successful completion of a pre-employment drug screen.
#J-18808-Ljbffr
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 items sold online for pickup or delivery for Aisles Online, food service, Pharmacy, MTO (bakery, deli, produce, catering, food service), and third-party marketplaces.
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 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: escorting them to products, securing items that are out of reach, loading or unloading heavy items, and passing along customer suggestions or requests.
Answers the telephone and emails promptly and provides friendly, helpful service to customers who call.
Promotes Perks+ memberships and e-commerce 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 customers are satisfied with their experience and takes steps to address service issues.
Continually monitors incoming online orders to ensure prompt, on-time fulfillment and requests additional help 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 with E-commerce Supervisor and other department supervisors.
Ensures all payments are tendered and correctly rang up in POS for both first-party and third-party orders.
Ensures products are available for online sale and manages online content flags accordingly.
Sends local items for images and content 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 through appropriate planning, scheduling, and resource management.
Manages labor standards and scheduling based on unit-based scheduling and projected orders.
Communicates with customers on substitutions and order modification edits.
Aisles Online
Ensures Red Line calls and inquiries for Aisles Online are answered and handled appropriately.
Responsible for oversight and policy adherence for product location.
Ensures proper audit processes and training 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 ensure food service orders are freshly prepared, using the correct packaging, and meeting 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, creation, and on-time fulfillment.
Third Party Marketplaces (TPM)
Understands TPM availability at the store (TPMs include DoorDash, Instacart, Grubhub, Uber, and Shipt).
Ensures all Checkout attendants are trained to handle TPM orders appropriately.
Responsible for maintaining delivery service quality by educating and blocking drivers as needed.
Responsible for training required individuals on TPM portals (e.g., Floral manager, AO manager, FS manager).
Ensures TPM tablet(s) are plugged in, turned on, and logged in each morning in necessary departments.
Secondary Duties and Responsibilities
Performs other job-related duties and special projects as required.
Assists in training new employees and supports Aisles Online Manager for employee scheduling.
Reports to work as scheduled and on time.
Knowledge, Skills, Abilities and Worker Characteristics
Commitment to the Hy-Vee Mission and promoting company values.
Good verbal and written communication skills.
Strong interpersonal skills with a friendly, professional demeanor.
Ability to identify problems, develop and execute solutions.
Ability to interact with basic computer systems and job-specific programs.
Education and Experience
High School Diploma or equivalent preferred.
Must be skilled in computer use and internet.
Supervisory Responsibilities (Direct Reports)
Instructing, assigning, reviewing, and planning the work of others.
Maintaining standards, coordinating activities, and addressing employee issues.
Has authority to recommend employee discipline.
Physical Requirements
Visual requirements include the ability to see detail at near range with or without correction.
Must be physically able to perform sedentary work: occasionally lifting or carrying objects up to 10 pounds, and occasionally standing or walking.
Must be able to perform stooping, kneeling, reaching, handling, grasping, talking, hearing and repetitive motions.
Must possess the ability to compose original correspondence and follow technical manuals; evaluate technical data and guide people.
Working Conditions
The duties are performed in a retail store setting and may expose the employee to dust, noise, and temperature extremes. There are potential hazards from moving equipment and electrical shocks. This is a fast-paced environment with deadline pressure.
Equipment Used to Perform Job
PC, modem, printer with Windows NT, Microsoft Office, email, Internet Explorer, cash registers, electronic scales, calculator, telephone, and FAX machine.
Contacts
Daily contact with store personnel, suppliers/vendors, customers, and the public. Occasional contact with federal or state regulatory agencies.
Confidentiality
Has access to confidential information including inventory costs, sales, emails, pricing, sales reports, profit and loss reports, and all data related to operations.
Are you ready to smile? Apply today.
Employment is contingent upon successful completion of a pre-employment drug screen.
#J-18808-Ljbffr