eCommerce Manager-Shaw's Supermarket-Waterbury, VT

Job Description
Job Title

eCommerce Department Manager

Reports To

Store Director

Purpose

Manage all aspects of the store’s eCommerce operations and ensure proper procedures, processes, and food safety practices are followed. This includes coaching a team of approximately 10 to 30 associates in all aspects of picking, packing, staging, and handing of orders to customers and 3rdparty delivery providers where applicable. Create a positive work environment for the team, in a clean and organized environment. Delivering best in class customer service and fulfilling orders with the freshest, top-quality items are a priority. Responsible for growing eCommerce sales through the management of slots, proper scheduling, and executing marketing strategies. Accountable for sales and labor targets as well as achieving performance metric goals.

Job Responsibilities and Accountabilities

• Manage all aspects of the order selection process, ensuring a “just like you picked it” experience for the customer
• Ability to multi-task and problem solve on the fly while maintaining exceptional customer service
• Demonstrate the company's core values of integrity, diversity, inclusion and safety
• Ensure customer satisfaction with the eCommerce experience, meeting net promoter score (NPS) and customer retention goals
• Ensure all orders meet our 3Q’s standards, Quality (freshness), Quantity (no out of stocks (OOS) and Quickness (on-time order readiness)
• Achieve sales and labor targets by creating a weekly schedule to maximize availability at peak times and capture sales demand – keep slot OOS% low and meet labor targets
• Must be independently motivated, team driven
• Achieve metric goals by training, coaching and assigning duties to team members
• Managing slot capacity in collaboration with Operating Manager to maximize sales
• Review re-shops to ensure hard to locate items in the store are not missed and 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 and ongoing training for all eCommerce Team Members as well as cross-trained shoppers
• Review picker reporting daily and coach team members on opportunity areas
• Review and manage “Metrics That Matter” on a daily/weekly basis with shoppers and store management
• Review customer comments daily and follow up on customer complaints
• Process refunds timely
• Audit order accuracy and bagging techniques in accordance with food safety policies
• Maintain temperature logs in accordance with food safety policies and applicable laws
• Ensure regulated item forms are completed accurately and secured
• Report any systems/IT equipment issues to the help desk and keep store management informed of systems issues
• Keep store management informed in the case of order spikes or call outs that cause the team to fall behind
• Attend weekly Department Manager meetings
• Identify catalog issues and submit to OM for correction
• Monitor and manage supply expenses for the department
• Provide weekly performance updates to OM
• Ensure eCommerce department meets standards for cleanliness, organization and all marketing materials are fresh
• Facilitate Team Member awareness and 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

Job Requirements

Skills and Experience:

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

Physical Environment:

• Must be able to lift up to a minimum of 25 pounds frequently and up to 50 pounds at times throughout the day
• Must be able to stand and/or walk for extended periods of time
• Ability to kneel, or crouch several times per hour and throughout the day
• Ability to go outside frequently with customers’ orders, including in inclement weather

The above describes the general nature of the work performed by the employees assigned to this job and is not necessarily all inclusive. While intended to be an accurate reflection of the current job, we retain the right to change or assign other duties to this position. The company offers reasonable accommodations to those with disabilities in accordance with applicable law. Nothing herein creates a contract of employment.

Shaw’s is an Equal Opportunity Employer

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Waterbury, VT: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person

Salary : $17