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E-Commerce Operations Lead

2 months ago

Madison, Wisconsin, United States SpartanNash Full time
Job Description:

Job Summary:

This role is responsible for leading the e-commerce process of receiving grocery orders from customers online, ensuring orders are picked, properly bagged and stored (refrigerator/freezer as needed), and in place for pick-up in a timely manner.

Key Responsibilities:

  • Lead the e-commerce process for receiving customer's online orders and picking or delegating picking of orders.

  • Review customer comments/special instructions, as applicable, to ensure product selected matches customer's request; follow up on issues as necessary (i.e., product substitution, etc.).

  • Ensure quality control and handle products carefully, specifically perishables and delicate items, during selection of items and packing of products to minimize damage and to ensure customer satisfaction.

  • Scan order products, confirm order totals (check-out) for products priced by the pound (i.e., produce, deli, and meat/seafood) and substituted items.

  • Follow proper procedures for storing orders at proper temperature (refrigerator/freezer as needed).

  • Report customer issues, shorts, overages, damages to store management immediately.

  • Research and resolve customer complaints/problems in an appropriate and timely manner.

  • Responsible to provide focused and effective customer service.

  • Implement the Company service program(s) and model high standards of service to achieve positive customer satisfaction.

  • Follow all PPE and Safety Guidelines.

  • Follow all Food Safety and Cleaning Expectations.

  • Follow Guest Experience Guidelines.

  • May be assigned tasks in other departments based on customer experience need.

  • Additional responsibilities may be assigned as needed.

Requirements:

  • High school diploma or GED (preferred).

  • One year of retail or related experience preferred.

  • Strong written and verbal communication skills; ability to communicate clearly and professionally with customers.

  • Strong organization and prioritization skills.

  • Ability to make decisions and solve problems.

  • Suggestive Selling/Knowledge of Products.

  • Detail Oriented.

  • Ability to develop knowledge of products and store layout for efficient picking procedures.

  • Proficient in MS office applications (i.e. Word, Excel, PowerPoint, etc.).

  • Ability to work a flexible schedule based on the needs of the department.

Physical Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to lift and/or move up to 30 pounds frequently, and up to 50 pounds occasionally. The associate is required to stand and walk for extended periods of time and may bend, stoop, twist and turn frequently. While performing the duties of this position, the employee is subject to a typical retail store environment (varied temperatures) and is exposed to outside weather conditions. The noise level in the work environment is usually low to moderate. Travel requirements vary by assignment.