Assistant Manager of Ecommerce

Primary Duties and 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
* Smiles and greets customers in a friendly manner, whether the encounter takes place 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: (examples include):
* escorting them to the products they’re looking for
* securing products that are out of reach loading or unloading heavy items
* making note of and passing along customer suggestions or requests
* performing 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
* 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 E-commerce 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
* 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.

Knowledge, Skills, Abilities and Worker Characteristics:
* 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
* Visual requirements include: ability to see detail at near range with or without correction.
* Must be physically able to perform sedentary work: occasionally lifting or carrying objects of no more than 10 pounds, and occasionally standing or walking.
* Must be able to perform the following physical activities: stooping, kneeling, reaching, handling, grasping, feeling, talking, hearing and repetitive motions.
* Must possess the ability to compose original correspondence; follow technical manuals; evaluate technical data, and advise people. Possess the ability to interview to obtain basic information; guide people to provide basic direction and have increased contact with people.
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