Roche Bros. Supermarkets Co. E-Comm. Shopping Manager in Needham, Massachusetts

E-Comm. Shopping ManagerLocation:Needham, MA (Needham Roche Bros. - 337 Chestnut Street)

Job Description

Job Purpose:

To effectively plan, organize, lead, coordinate, and optimize the materials and human resources in the department. Oversee the entire e-commerce department. The manager’s responsibilities encompass the drivers and pickers daily performance, direction and productivity while maintaining great customer service.

Primary (Essential) Job Functions:

The list of essential functions is not exhaustive and may be supplemented as necessary by the company.

  • Provide an open door atmosphere conducive to high associate morale and excellent customer service. Achieve the highest associate morale in the industry by managing in a style that is Respectful, Supportive, and Totally Team Oriented (RSTO).

  • Go out of your way to satisfy any request for assistance. Give the best advice anywhere.

  • Commit to the “Golden Rule” and work with other associates to build a strong e-commerce team.

  • Promote the company image as a service-oriented operation where every associate will greet, assist, render efficient service and thank customers in a prompt, courteous, friendly, and business-like manner.

  • Ensure the department achieves the standards of performance as outlined in the work and merchandising plan.

  • Possess good communication skills and the ability to conduct and facilitate department meetings.

  • Ensure all new department associates receive proper review and training of job descriptions, goals, and objectives.

  • Ensure fair and consistent treatment in administering discipline to promote high associate morale. Confront problems positively and directly, and use counseling sessions properly when necessary.

  • Communicate needs and problems to the store manager and cooperate with store manager and department specialists to optimize the picking and delivery system and ensure that orders requests are fulfilled.

  • Effectively handle and rectify all customer complaints regarding online orders and deliveries.

  • Ensure that all customer orders are correctly charged, refunded and/or credited.

  • Effectively communicate with customers regarding out of stocks, substitutions, pick-up, and delivery schedule changes.

  • Motivate associates by consistently praising, recognizing and involving. Devote proper time and attention to training.

  • Guarantee a trained picking and delivery team by following through on training programs and conducting fair and regular performance reviews. Return to store manager on time.

  • Individual successful completion of the passbook training within 60 days of entering the department.

  • Achieve and maintain department’s standards in cooperation with store manager (such as gross profit, presentation, etc.).

  • Responsible for department associates’ successful completion of the passbook training within the first 60 days of their entering the department.

  • Responsible for the department working efficiently and at an acceptable pace.

  • Effectively control proper storage and shipping of orders limiting shrink and damaged goods.

  • Guarantee outstanding product quality and timely service through cooperation with store manager; assure that each item is picked, stored and delivered without compromise of Roche Bros. high standards.

  • Assure that all picked items are of highest quality and freshness, and that all orders are properly tagged and stored for easy retrieval and shipping.

  • Control supply costs.

  • Ensure compliance with company policies and procedures (and thus compliance with all state and federal laws applicable to our industry).

  • Plan work schedules and breaks for pickers and drivers; achieve payroll consistently by scheduling within budget. Schedule effectively to maintain picking standards and delivery constraints.

  • Maintain a clean and organized area by enforcing proper cleaning procedures and exceptional housekeeping procedures and standards. Practice proper sanitation procedures living by the “Cleaner’s Creed”.

  • Oversee equipment coordination: cleaning and storage.

  • Keep delivery van in clean condition and organized.

  • Follow proper hand washing, food storage and handling procedures.

  • Maintain a neat personal appearance including proper uniform and dress code.

  • Must be well-groomed.

  • Exercise proper safety practices when lifting or moving product or using equipment.

  • Be safety conscious and correct any unsafe conditions you observe.

  • Minimize expenses without compromising conditions or customer service level (controlling payroll and supply costs).

  • Maintain accurate and useful records.

  • Confront problems positively and directly and use counseling sessions properly when necessary.

  • Be sure to operate and clean department equipment and tools.

  • Responsible for maintaining all e-commerce equipment in proper working order and condition, including delivery vehicles, cell phones, and GPS systems.

Secondary Job Functions:

  • Verify price checks for customers as needed

  • Present favorable impression in dress, personal hygiene and business attitude.

  • Notify management of associate theft, customer shoplifting, unauthorized mark downs or property defacement.

  • Other duties assigned by management.

Job standards:

Manage the department in order to maximize customer service, sales and profit while creating a positive relationship with the community and ensuring fair treatment of all customers, associates, external and internal contacts; ensure department achieves budget and department work plan. (The department volume governs e-commerce manager’s management and work activities and the department work plan and secondary functions may also be classified as essential functions.)


Initial Minimum Qualifications:

  • Must be18years of age;

  • High school diploma or equivalent;

  • Complete training in the e-commerce operation.

  • Must be a leader and a teacher; able to develop associates to their fullest potential; able to accomplish various goals through others.

  • Must be organized, self-confident, and committed to excellence.

  • Ability to display initiative and work with limited supervision.

  • Must be able to read and write English adequately.

  • Must be able to communicate and speak English fluently.

  • Ability to speak, understand and follow English instructions.

  • Basic computer skills and knowledge.

Other Minimum Qualifications:

A. U. S. Citizenship or valid work visa

B. High standard of integrity and reliability

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