Assistant Manager of Ecommerce

Job Description

Job Title:
Assistant Manager, E-commerce

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.

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.

• Partnerships
• Growth mindset
• Results oriented
• Customer focused
• Professionalism

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)

• 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

• 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…