Job Description
Job Title: Home Shopper Manager
Job Code
Functional Area: Retail Store
Department:
Division: Southern
Reports To: Store Director
Date: July 2019
Position Profile
Are you ready to lead a home shopping team in a dynamic organization on the cutting edge of the grocery service business? Do you desire to be part of an on-line, digital business? Are you looking for a fast pace environment with a chance to make a real difference? Are you a natural leader who’s ready to manage a team of amazing, dedicated people?
As a Home Shopping Department Manager, you will be responsible for selecting customer’s product, managing the people, processes and tools to create an exceptional customer experience. From selecting the best produce to delivering an on-time order, you will lead a team of 15 to 30 associates to pick, stage, load and deliver on-line grocery orders. As a dynamic and engaged leader, you will be responsible for creating a positive and consistent customer experience while growing E-Commerce sales and meeting performance targets.
This leader must be able to multi-task and problem solve on the fly while keeping a steady hand on customer service.
Key Accountabilities
Manage day-to-day E-Commerce operations and picker performance. Ensuring quality produce and in code product are selected. Ensure customer orders are accurately picked and staged for delivery on-time. Audit order completion and accuracy. Responsible for achieving a minimum of 90 picks per hour and managing staff to achieve results.
Partner with store personnel including Store Director, department heads and receiver, vendors and Operations Managers to ensure product availability. Manage the re-shop process to minimize out of stocks and substitutions. Manage future item demand. Responsible for participation and attendance at Store Director, department manager weekly meetings. Responsible for 97% in stock shopping fulfillment. Responsible for achieving less than 3% out of stocks. Responsible for eliminating missing items to 0%. Partner with drivers and observe shoppers to ensure best practices are being followed.
Partner with the Store Director and Operations Manager to interview, hire, train, coach, mentor and manage direct reports.
Schedule shoppers to achieve efficiency and performance expectations.
Proactively manage customer contact in both responding to customer calls and reaching out to customers as needed. Process customer refunds on a timely basis.
Manage E-Commerce assets, equipment and undelivered product.
Manage eCommerce business by using current computer applications to manage orders, communicate business directives and reporting.
Perform services for drive up customers and delivery agents partnered with eCommerce.
Knowledge and Experience
Customer service and retail experience preferred.
Experience working with teams.
Leadership experience.
High school diploma/GED or equivalent.
Skills and Background
Experience using computers and Microsoft office (Outlook, Excel, Word), Manhattan, Vtil, fix exceptions, reading and sending email communication, utilizing Power Bi reporting.
Customer service skills and the ability to build winning customer relationships.
Strong attention to detail.
High level of integrity.
Ability to prioritize and make sound business decisions.
Ability to manage multiple tasks simultaneously.
Strong written and oral communication skills
Strong training and coaching skills