Job Description

Assist in managing all aspects of the store?s eCommerce operations & ensure proper procedures, processes, & food safety practices are followed. This includes coaching shoppers in all aspects of picking, packing, staging, & handing off orders to customers & 3rdparty delivery providers. Create a positive work environment for the team in a clean & organized environment. Delivering best in class customer service & fulfilling orders with the freshest top-quality items are a priority. Requires an understanding of slot management, proper scheduling, & marketing strategies. Assist in meeting sales & labor targets as well as achieving performance metric goals.

Job Responsibilities
Manage all aspects of the order selection process, ensuring a "just like you picked it" experience for the customer
Ability to multi-task & problem solve on the fly while maintaining exceptional customer service
Demonstrate the company's core values of integrity, diversity, inclusion, & safety
Ensure customer satisfaction with the eCommerce experience, meeting net promoter score (NPS) & customer retention goals
Ensure all orders meet our 3Q?s standards: Quality (freshness), Quantity (no out of stocks (OOS) & Quickness (on-time order readiness)
May be responsible for creating a weekly schedule to maximize availability at peak times & capture sales demand keep slot OOS% low & meet labor targets
Review slot capacity in collaboration with Operations Manager to maximize sales
Review re-shops to ensure hard to locate items in the store are not missed & smart substitutions are provided
Manage all aspects of the eCommerce systems including Acupick, VTill, emails & the 3PL delivery dashboards throughout the day
Work with store management to identify cross-trained help throughout the store
Facilitate initial & ongoing training for all eCommerce Team Members as well as cross-trained shoppers
Review picker reporting daily & coach team members on opportunity areas
Review & manage "Metrics That Matter" on a daily/weekly basis with shoppers & store management
Review customer comments daily & follow up on customer complaints
Process refunds timely
Audit order accuracy & bagging techniques in accordance with food safety policies
Maintain temp logs in accordance with food safety policies
Ensure regulated item forms are completed accurately & secured
Report any systems/IT equipment issues to the help desk & keep store management informed of systems issues
Keep store management informed in the event of order spikes or call outs that cause the team to fall behind
Attend weekly Department Manager meetings in place of Department Manager as needed
Identify catalog issues & submit to Operations Manager for correction
Monitor & manage supply expenses for the department
Provide weekly performance updates to Operations Manager in place of Department Manager as needed
Ensure eCommerce department meets standards for cleanliness, organization, & all marketing materials are fresh
Facilitate Team Member awareness & ensure Team Members are prepared to answer all eCommerce FAQ?s
Facilitate customer awareness of eCommerce services
Drive sales by visiting neighboring businesses to explain eCommerce services

Skills & Experience:
Willingness to work independently in a fast-paced environment
Must be available to work 40 hour per week & at peak business times
Strong collaborative & interpersonal skills
Must be able to positively motivate Team Members to follow procedures & achieve department goals
Strong organizational skills
Basic computer skills required; basic skills with Microsoft Office Suite (Excel, Word & Outlook) are highly desirable
High School Diploma/GED

Physical Environment:
Must be able to lift up to a minimum of 25 pounds frequently & up to 50 pounds at times throughout the day
Must be able to stand &/or walk for extended periods of time
Ability to go outside frequently with customers? orders, including in inclement weather