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