E-commerce Operations Lead

Roche Bros. Supermarkets; Westborough (MA); On-site; USD 51,000 - 66,000; Full time

Job summary

Roche Bros. Supermarkets in Westborough, MA seeks an E-commerce Department Manager to plan, organize, lead, and optimize the online orders operation. You will supervise drivers and pickers, guide daily performance, and ensure outstanding customer service aligned with Roche Bros.

standards. The role emphasizes training associates, scheduling within budget, resolving customer issues, and maintaining accurate order fulfillment.

Qualifications

• Must be 18 years of age with High School diploma or equivalent.
• Complete training in the E-Commerce department.
• 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, write, speak, and understand English, with the ability to follow instructions.
• Ability to work a scheduled based on the business needs of the store location.
• Authorized to work within the U.S.

Responsibilities

• 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 completion of the onboarding/e-learnings and checklist within 30 days of hire/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 and maintain accurate and useful records.
• 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, follow proper hand washing, and food storage.
• Maintain a neat personal appearance including proper uniform and dress code.
• Exercise proper safety practices when lifting or moving product or using equipment.
• Minimize expenses without compromising conditions or customer service level (controlling payroll and supply costs).
• Responsible for maintaining all e-commerce equipment in proper working order and condition, including delivery vehicles, cell phones, and GPS systems.

Skills

Leadership

Training

People development

Organization

Initiative

English proficiency

Scheduling

US work authorization

Education

High School diploma or equivalent

Job description

Roche Bros. Supermarkets in Westborough, MA seeks an E-commerce Department Manager to plan, organize, lead, and optimize the online orders operation. You will supervise drivers and pickers, guide daily performance, and ensure outstanding customer service aligned with Roche Bros.

standards. The role emphasizes training associates, scheduling within budget, resolving customer issues, and maintaining accurate order fulfillment.