Lead eShopper

*Full Time (37 - 40 Hours Per Week)

*Open Availability Required

$18.90 - $20.40 PER HOUR

GENERAL PURPOSE:

The purpose of this position is to accurately select, and pack groceries and merchandise ordered online by Harmons’ customers while serving as the primary point of contact for resolving customer issues and complaints during a shift. 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. Using access to customer care tools, this person will respond to and resolve customer orders, inquiries, and complaints, contact customers to clarify orders ensuring all necessary information is included, and route questions to the appropriate department when needed. This position leads and supports daily eShop operations by coordinating associate workflow, monitoring performance and scheduling needs, and assisting with issue resolution, all while providing excellent customer assistance via email and phone support.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Follows established departmental and store policies and procedures
• Receive, check, and assemble incoming eShop orders
• Ensure customers receive accurate viable substitutions using product knowledge if items are unavailable
• 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 and associate tools
• Constantly be in touch with the daily updates and requirements of the customers
• Increase traffic to the website and strengthen Harmons’ customer loyalty
• Contacts customers to clarify requests
• Provide continuous improvement to website conversations and customer engagement
• Complete customer orders accurately and efficiently while meeting established productivity and quality standards
• Ensures products and bags are stored in the correct temperature-controlled staging area
• Ensure customers and delivery drivers receive all items by scanning each label before placing in vehicles
• Helps ensure product descriptions are accurate by communicating opportunities to support team
• Use customer care tools and systems to address and resolve customer issues and complaints in a timely, professional manner
• Serves as the primary point of contact for escalated customer concerns, resolving issues promptly and ensuring a positive customer experience
• Identifies and addresses associate performance concerns and scheduling issues or conflicts, taking appropriate action to support operational needs
• Teaches, mentors, and educates associates to help them be successful members of the team
• Reports any shopping software or website related issues to the support team in a timely and effective manner
• Ensures that temperature logs and department audits are being entered and recorded through the appropriate tools
• Assists as needed to ensure the success of the store as a whole

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
• Consistent and daily interaction with the eShop Manager or Lead Customer Service Manager

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 required; or any combination of education, experience, and training which provides the following knowledge, skills, and abilities:

• Working knowledge of computers including Microsoft Office
• Working knowledge of customer care/CRM tools and systems, or ability to learn quickly
• 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, patience, and professionalism when resolving customer complaints
• Ability to recognize and appropriately escalate associate performance or scheduling issues to the eShop Manager or Lead Customer Service Manager
• 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 cold, hot, slippery, wet, and changing weather 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 workday and the ability to maneuver heavy objects weighing up to 50 pounds from location to location.