Job Details
Level: Experienced
Job Location: Homeland Store 219 - Norman, OK
Position Type: Part Time
Education Level: High School Diploma or Equivalent
Salary Range: $16.00 Hourly
Job Shift: Open
Join HAC, Inc., Oklahoma's largest employee-owned grocery store, where our mission is to be A Great Place to Work, A Great Place to Shop, and A Great Place to Do Business. Our proposition statement is to be Fresh, Helpful, Affordable, and Convenient. We're dedicated to providing our customers with top-quality service and products, and we're looking for enthusiastic team members to help us achieve our goals and share our purpose to serve our communities.
Job Summary
As the eCommerce Department Manager, you will oversee the eCommerce operations, including managing and leading the Personal Shopper (Picker & Dispenser) team. You will ensure that all online orders are fulfilled accurately and efficiently and that customers receive exceptional service. This role requires in-depth knowledge and understanding of the personal shopper duties, strong leadership skills, and the ability to manage multiple tasks effectively.
Key Responsibilities
- Team Leadership and Management: Lead, train, and mentor the Personal Shopper team to ensure they master all job duties and responsibilities. Inspire and motivate the team to achieve high performance and customer satisfaction.
- Departmental Roles: Fill in departmental roles as needed, focusing on customer-facing tasks and ensuring orders meet expectations.
- Order Assignment: Assign orders to pickers and designate employees to cover dispensing to customers.
- Scheduling: Plan breaks and lunches for the team.
- Inventory Verification: Verify out-of-stock items and ensure timely completion of orders.
- Quality Control: Address any training issues discovered during quality checks and identify training needs based on exception reporting (items per hour, pre-substitution accuracy, etc.).
- Customer Service: Address any wait time or customer service opportunities in the dispensing process.
- Collaboration: Work with store departments and management to address any availability/in-stock concerns found during the picking process.
- Exception Reporting: Follow up and work on exception reporting, including out-of-stock items, nil-pick reports, substitution reports, on-time pick reports, and canceled orders.
- Customer Issues: Follow up with customer issues, including refunds, poor surveys, and general inquiries. Process canceled orders and call customers as needed.
- Financial Decisions: Approve customer refunds, discounts, and any other financially impacting decisions.
- Slot Closures: Work with store management to submit any slot closures.
- Delivery Issues: Report delivery or driver issues.
- Adaptability: Duties and responsibilities may change based on business needs.
- Accountability: Ensure all team members adhere to company policies and procedures, taking responsibility for the accuracy and quality of their work.
- Execution: Implement and oversee efficient processes to guarantee timely and accurate order fulfillment, maintaining high standards of customer service.
- Shared Purpose: Create a shared purpose with the team to adhere to policies and procedures and provide amazing customer service in the most efficient and effective ways.
Qualifications
- Education: High school diploma/GED or above; a degree in business, management, or a related field is a plus.
- Experience: Previous experience in a retail or grocery environment, with a focus on eCommerce operations.
Skills:
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- Excellent customer service skills, with a positive and friendly demeanor.
- Strong leadership and coaching skills.
- Exceptional people skills and the ability to handle customer complaints and escalated issues in a customer-centric manner.
- Strong technology skills, including the ability to manage tasks through our proprietary app.
- Attention to detail, with a focus on quality and accuracy.
- Strong verbal and written communication skills to interact effectively with customers and team members.
- Ability to quickly address and resolve issues and concerns.
- Excellent time management skills to handle multiple tasks and meet deadlines.
- Analytical skills to process and report on various exception reports.
- Willingness to work flexible hours, including evenings, weekends, and holidays.
Supervisory Responsibilities:
- Directly supervise the Personal Shopper (Picker & Dispenser) team.
Work Environment/Physical Demands:
- Ability to work in varying temperature conditions, including refrigerated and freezer sections.
- Position is based in one of our grocery stores.
- Ability to be on your feet for 90% of your day.
- Physical ability to lift up to 50 lbs.
- Hand use: Grasping, manipulation, pushing, pulling.
- Must be able to bend, squat, and reach.
- Comfortable working in an environment with varying noise levels.
Join our employee-owned team and help us make HAC, Inc. A Great Place to Work, A Great Place to Shop, and A Great Place to Do Business.
Equal Employment Opportunity Statement: At HAC, Inc., we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employee-owners. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We believe that a diverse and inclusive workplace is key to our mission of being A Great Place to Work, A Great Place to Shop, and A Great Place to Do Business.
