eShop Manager

$21.77 - $23.27 PER HOUR
GENERAL PURPOSE:
The purpose of this position is to accurately select and pack groceries and merchandise ordered on line by Harmons’ customers. This person will receive and check incoming orders, locate and gather the products from inside the store in a timely manner, and ensure that all orders are ready for customer pickup with attention to quality and freshness. This position is to increase direct website use through delivering an exceptional customer service experience. This person will respond to customers’ orders and inquiries, review requests, contact customers to clarify orders ensuring all necessary information is included, and may route questions to the appropriate department. This person will provide excellent customer assistance via email support and phone support. This person will provide training and support to other eShop associates to ensure the smooth and effective operation of the eShop department.
ESSENTIAL DUTIES & RESPONSIBILITIES:

Follows established departmental and store policies and procedures
Receive and check incoming eShop orders
Assemble orders as necessary to match individual eShop invoices
Review and inspect orders ensuring that the correct specifications have been met
Confirms pricing accuracy and signage for all products, paying particular attention to ad items
Provide customer support efforts by using product knowledge
Constantly be in touch with the daily updates and requirements of the customers
Helps ensure product descriptions are accurate by communicating opportunities to support team
Increase traffic to the website and strengthen Harmons’ customer loyalty
Contacts customers to clarify requests
Provide continuous improvement to website conversations and customer engagement
Assists as needed to ensure the success of eShop as a whole
Teaches, mentors, and educates eShop associates to help them be successful members of the team
Provides honest, direct, and constant feedback to associates regarding their performance and areas of improvement

MARGINAL DUTIES & RESPONSIBILITIES:
Performs other job-related duties as assigned.
NATURE OF WORK CONTACTS:

Consistent and daily interaction with store associates
Consistent and daily interaction with customers
Consistent and daily interaction with support team

TRAINING & QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Desired knowledge, skills, and abilities:
High school diploma or equivalent GED preferred; or any combination of education, experience, and training which provides the following knowledge, skills, and abilities:

Working knowledge of computers including Microsoft Office
Excellent interpersonal and communication skills are essential
Ability to interpret policies and procedures
Working knowledge of internet technology
Basic math and organizational skills
Demonstrate verbal and written communication skills
Must enjoy working with and handling grocery products
Great attention to detail with accuracy
Able to work efficiently in a fast-paced environment
Ability to clearly understand and respond appropriately to the issues that customers present
Ability to demonstrate empathy and prioritize customers issues
Must possess integrity, a positive attitude, be mission-driven, and be self-directed with a demonstrated passion for Harmons’ mission and commitment to working collaboratively
Continually strives to be product minded, customer minded, personnel minded, detailed, forward focused, and consistent

PHYSICAL/SENSORY DEMANDS:
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is generally performed in a safe and comfortable store environment with the possibility of frequent exposure to hot or cold conditions. While performing the duties of this job, the associate is regularly required to grasp, push, pull, carry, stoop, twist, crouch, and reach; perform tasks requiring repetitive motion and eye, hand, and foot coordination; hear and respond to customer inquiries. Also requires standing, walking, and bending throughout the entire work day and the ability to maneuver heavy objects weighing up to 30 pounds from location to location.