Hy-Vee, Inc.
Job Description
Job Title:
Assistant Manager, E-commerce
Department:
General |
FLSA:
Exempt
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.
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 anything sold online for pickup or delivery for Aisles Online, food service, Pharmacy, MTO (bakery, deli, produce, catering, food service), and third‑party marketplace.
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 E-commerce 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 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 escorting them to needed products, securing out‑of‑reach items, noting and passing along customer suggestions or requests, performing other tasks 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
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 eCommerce 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
Aisles Online
Ensures Red Line calls and inquiries for Aisles Online are being answered and handled appropriately
Responsible for oversight 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
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 make sure food service orders are freshly prepared, using the correct packaging, and meeting our 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, product creation and on‑time fulfillment
Third Party Marketplaces (TPM)
Understands TPM availability at respective store (TPMs include but are not limited to DoorDash, Instacart, Grubhub, Uber, and Shipt)
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 individual 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
Secondary Duties and Responsibilities
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
Education and Experience
High School Diploma or equivalent preferred
Must be skilled in the computer as well as the internet
Supervisory Responsibilities (Direct Reports)
Instructing, assigning, reviewing, and planning the work of others
Maintaining standards, coordinating activities, and acting on employee problems
Has the authority to recommend employee discipline
Physical Requirements
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
Working Conditions The duties of this position are mostly performed in a retail store setting. This position may be exposed to dust, noise, and temperature extremes. There are possible hazards from moving equipment and possible electrical shock. There is constant pressure to meet deadlines and handle multiple projects in a day. This is a fast‑paced work environment.
Equipment Used to Perform Job PC, modem, and printer with Windows NT, Microsoft Office, E‑mail, Internet explorer software, cash registers, electronic scales, calculator, telephone, and FAX machine.
Contacts Has daily contact with store personnel, suppliers/vendors, customers, and the public. Occasional contact with federal or state regulatory agencies regarding inspections.
Confidentiality Has access to confidential information including inventory costs, sales, e‑mail messages, pricing, sales reports, profit and loss reports, and all data related to operations.
Are you ready to smile, apply today. Employment is contingent upon the successful completion of a pre‑employment drug screen.
#J-18808-Ljbffr
Assistant Manager, E-commerce
Department:
General |
FLSA:
Exempt
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.
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 anything sold online for pickup or delivery for Aisles Online, food service, Pharmacy, MTO (bakery, deli, produce, catering, food service), and third‑party marketplace.
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 E-commerce 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 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 escorting them to needed products, securing out‑of‑reach items, noting and passing along customer suggestions or requests, performing other tasks 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
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 eCommerce 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
Aisles Online
Ensures Red Line calls and inquiries for Aisles Online are being answered and handled appropriately
Responsible for oversight 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
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 make sure food service orders are freshly prepared, using the correct packaging, and meeting our 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, product creation and on‑time fulfillment
Third Party Marketplaces (TPM)
Understands TPM availability at respective store (TPMs include but are not limited to DoorDash, Instacart, Grubhub, Uber, and Shipt)
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 individual 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
Secondary Duties and Responsibilities
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
Education and Experience
High School Diploma or equivalent preferred
Must be skilled in the computer as well as the internet
Supervisory Responsibilities (Direct Reports)
Instructing, assigning, reviewing, and planning the work of others
Maintaining standards, coordinating activities, and acting on employee problems
Has the authority to recommend employee discipline
Physical Requirements
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
Working Conditions The duties of this position are mostly performed in a retail store setting. This position may be exposed to dust, noise, and temperature extremes. There are possible hazards from moving equipment and possible electrical shock. There is constant pressure to meet deadlines and handle multiple projects in a day. This is a fast‑paced work environment.
Equipment Used to Perform Job PC, modem, and printer with Windows NT, Microsoft Office, E‑mail, Internet explorer software, cash registers, electronic scales, calculator, telephone, and FAX machine.
Contacts Has daily contact with store personnel, suppliers/vendors, customers, and the public. Occasional contact with federal or state regulatory agencies regarding inspections.
Confidentiality Has access to confidential information including inventory costs, sales, e‑mail messages, pricing, sales reports, profit and loss reports, and all data related to operations.
Are you ready to smile, apply today. Employment is contingent upon the successful completion of a pre‑employment drug screen.
#J-18808-Ljbffr