Aisles Online Service Lead

Hy-Vee, Inc.; Madison (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

Hy-Vee, Inc. is seeking an Aisles Online Service Lead in a fast-paced retail environment to manage daily operations, direct labor, and ensure accurate, on-time order fulfillment. The role emphasizes strong customer service, team leadership, and coordination with department leadership.

The position requires supervising Aisles Online staff, training new employees, and maintaining quality control while communicating effectively with store leaders. A dynamic, customer-focused approach is essential.

Qualifications

• Commitment to Hy-Vee's mission and delivering an outstanding customer and team experience.
• Lead, direct, and support a team in a fast-paced, deadline-driven environment.
• Apply logical thinking to solve problems with a variety of variables.
• Apply strong math skills including arithmetic, algebraic, and geometric calculations.
• Communicate clearly and professionally with customers, team members, and supervisors.
• Stay organized and manage multiple priorities and operational needs.
• Handle confidential information including sales reports and profit and loss data with discretion.

Responsibilities

• Deliver outstanding customer service by greeting customers warmly, assisting with their needs, and handling and resolving customer concerns as needed.
• Supervise and direct the work of Aisles Online employees, organizing and planning labor for efficiency and cost control.
• Maintain in-house quality control including cleaning, proper handling of equipment and merchandise.
• Communicate with supervisors regarding labor needs, receiving, storage, rotation, and delivery issues.
• Respond to questions and issues from employees and customers in a timely and professional manner.
• Maintain employee records and document employee interactions.
• Train new employees and complete employee performance and productivity reviews.
• Have authority to recommend employee disciplinary action.
• Attend and participate in team meetings as assigned.
• Answer the phone promptly and provide friendly, helpful service to customers who call, including taking customer orders.
• Follow Hy-Vee's dress code, hygiene standards, and all department and company guidelines.
• Pitch in with other tasks or special projects as they come up.

Skills

Team leadership

Customer service

Labor planning

Problem solving

Communication

Organization

Confidential data handling

Education

High school diploma or equivalent

Six months of related experience

Job description

Job Title:

Aisles Online Service Lead

Department:

Aisles Online

FLSA:

Hourly

Revision Date:

07/2026

About Hy-Vee:

At Hy-Vee, we believe the shortest distance between two people is a smile. We're seeking people with a passion for customer service, a willingness to learn, and a commitment to being part of a team that strives to make our customers' lives easier, healthier and happier.

The Role and Why It's Important:

At Hy-Vee, our Aisles Online department runs on the energy and leadership of people who can keep operations moving smoothly while delivering an outstanding experience for every customer. As an Aisles Online Service Lead, you'll assist in managing daily operations, directing labor, and keeping the team focused and on track. From supervising employees and organizing workflow to handling customer concerns and communicating with department leadership, your work helps ensure every order is fulfilled accurately and on time.

If you're a natural leader who thrives in a fast-paced environment and takes pride in running a tight, customer-focused operation, we'd love to have you on board.

What You'll Do:

No two shifts are exactly the same, but here's what you can expect:

• Deliver outstanding customer service by greeting customers warmly, assisting with their needs, and handling and resolving customer concerns as needed.
• Supervise and direct the work of Aisles Online employees, organizing and planning labor for efficiency and cost control.
• Maintain in-house quality control including cleaning, proper handling of equipment and merchandise.
• Communicate with supervisors regarding labor needs, receiving, storage, rotation, and delivery issues.
• Respond to questions and issues from employees and customers in a timely and professional manner.
• Maintain employee records and document employee interactions.
• Train new employees and complete employee performance and productivity reviews.
• Have authority to recommend employee disciplinary action.
• Attend and participate in team meetings as assigned.
• Answer the phone promptly and provide friendly, helpful service to customers who call, including taking customer orders.
• Follow Hy-Vee's dress code, hygiene standards, and all department and company guidelines.
• Pitch in with other tasks or special projects as they come up.

Your Skills:

To be successful in this role, you'll need to be able to:

• Bring commitment to Hy-Vee's mission and a genuine passion for delivering an outstanding customer and team experience.
• Lead, direct, and support a team in a fast-paced, deadline-driven environment.
• Apply logical thinking to solve problems with a variety of abstract and concrete variables.
• Apply strong math skills including arithmetic, algebraic, and geometric calculations as needed.
• Communicate clearly and professionally with customers, team members, and supervisors.
• Stay organized and manage multiple priorities and operational needs simultaneously.
• Handle confidential information including sales reports and profit and loss data with discretion.

Reporting Relationships:

Accountable and Reports to: Store Director; Store Manager; Assistant Managers of Store Operations, Perishables, E-commerce, Health Wellness Home; Aisles Online Department Manager.

Direct Reports: Aisles Online Employees.

Education and Experience:

• High school diploma or equivalent preferred.
• Six months of similar or related job experience preferred.

Physical Requirements:

• Frequently stand and walk throughout a shift in sales, food service, or delivery areas.
• Where applicable to the role: ability to safely use sharp knives and blades for food preparation.
• Where applicable to the role: exposure to heat- and burn-related hazards associated with cooking, baking, or grilling equipment.
• Where applicable to the role: ability to operate a delivery vehicle in accordance with applicable DOT standards.
• Perform repetitive standing, walking, reaching, and bending associated with order fulfillment, POS transactions, and cleaning/sanitation duties.

Working Environment:

This is a fast-moving role with constant pressure to meet deadlines and manage multiple priorities throughout your shift. You'll work primarily in a retail store setting and may be exposed to dirt, dust, noise, temperature extremes, dampness, vibrations, equipment movement hazards, cleaning chemicals and solvents, and electrical equipment. Safety is always a priority, and training is provided to help ensure a safe and supportive work environment.